Open to opportunities

Sardar Asif Ali Khan

@sardarasifalikhan

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Customer-centric professional with 18 years of experience in brand experiences.

Oman

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What I'm looking for

I am looking for a role that fosters innovation, values customer insights, and offers opportunities for professional growth.

I am a customer-centric professional with over 18 years of experience in shaping memorable brand experiences and driving customer satisfaction. My expertise lies in optimizing CRM processes, improving process quality, and building long-term customer relationships. I have successfully developed data-driven strategies that resulted in a 25-35% increase in positive customer reviews and a 20% growth in customer loyalty.

In my current role as Head of Customer Experience Strategy & Planning at Honest LOP UK, I manage customer interactions across EMEA markets, implementing strategies that have improved customer satisfaction scores by 25% within six months. My analytical skills and proficiency in CRM systems have enabled me to track performance metrics effectively, leading to enhanced team productivity and customer engagement.

Throughout my career, I have been recognized for my excellence in analytical thinking, complaint management, and quality audits. I am passionate about fostering a customer-centric culture and continuously seek to exceed key performance indicators while enhancing overall operational performance.

Experience

Work history, roles, and key accomplishments

Current

Head of Customer Experience Strategy & Planning

Current

Honest LOP UK

Oct 2023 - Present (1 year 11 months)

Managed customer interactions and experience strategy across EMEA markets for a UK-based luxury home decor and design company. Implemented an EMEA-wide CX strategy, improving customer satisfaction (CSAT) scores by 25% within six months through process reengineering and feedback implementation.

Customer Experience Strategy Customer Satisfaction Reengineering CRM Systems Data Analytics Cross Functional Team Leadership Agile Practices Strategic Planning

Customer Quality Manager & CRM Strategist

Bahwan International Group

Jun 2014 - Present (11 years 3 months)

Achieved Certified Process Quality Evaluator Award by Nissan for evaluating and enhancing dealership standard processes across multiple outlets, leading to improved process quality and operational efficiency. Implemented in-house Customer Survey and Mystery Shop programs (CSAT, NPS, INDEX), which led to a 10-15% rise in customer retention.

Mystery Shopping Data Analysis Power BI

Head Customer Relations

Toyota Kirloskar Motors

Sep 2011 - Present (14 years)

Managed customer relations for Toyota Kirloskar Motors in Srinagar, India. Focused on enhancing customer satisfaction and loyalty through effective communication and service delivery.

Customer Relations Customer Service Relationship Management Complaint Handling Communication Service Delivery Team Coordination Reporting Problem Solving

Customer Relations Manager

Hyundai Motors

Sep 2008 - Present (17 years)

Oversaw customer relations activities for Hyundai Motors in Srinagar, India. Responsible for managing customer inquiries, resolving issues, and ensuring a positive customer experience.

Customer Relations Customer Service Customer Experience Communication Customer Support Data Entry Reporting

Customer Service Executive

IndiGo Airlines

May 2007 - Present (18 years 4 months)

Provided direct customer support and managed passenger inquiries for IndiGo Airlines. Focused on delivering excellent service and ensuring smooth travel experiences for customers.

Customer Service Passenger Assistance Communication Ticketing Conflict Resolution Team Collaboration Data Management Problem Solving

Customer Service Executive

Go Airlines

Mar 2006 - Present (19 years 6 months)

Handled customer service operations for Go Airlines, assisting passengers with various needs. Ensured high levels of customer satisfaction through efficient and friendly service.

Customer Service Passenger Support Flight Information Problem Solving Communication Teamwork Data Entry Conflict Resolution

Customer Service Officer

Air Sahara

May 2004 - Present (21 years 4 months)

Served as a Customer Service Officer for Air Sahara, managing customer interactions and resolving issues. Contributed to maintaining positive customer relationships and service standards.

Customer Service Relationship Management Communication Service standards Team Collaboration Problem Solving Reporting

Education

Degrees, certifications, and relevant coursework

University of Bangalore

Masters in Travel and Tourism Administration, Travel and Tourism Administration

2002 - 2004

Completed a Master's degree focusing on travel and tourism administration. Gained expertise in various aspects of the tourism industry, including management and operations.

University of Kashmir

Bachelor of Arts, Arts

1996 - 1999

Obtained a Bachelor of Arts degree from the University of Kashmir. Developed foundational knowledge in various humanities and social science disciplines.