Fahad Bilal

Cultivated strong client relationships, fostering trust and loyalty that resulted in long-term partnerships. Exceeded revenue targets by effectively managing renewals and identifying account upsell opportunities.

Successfully maintained an assigned book of business while creating expansion opportunities. Conducted online training sessions for new clients and led the onboarding process to ensure success.

Ensured clients' needs and concerns were addressed properly and on time, dealing with large educational and government institutions. Enhanced customer satisfaction by proactively addressing concerns and providing tailored solutions.

Managed all new client sign-ups, custom-making training as per their needs and maintaining training progress throughout the onboarding lifecycle. Coordinated with internal teams to provide prompt support and address client needs efficiently.

Planned and implemented marketing activities across online and offline channels, including campaign tracking and optimization. Streamlined workflows by identifying bottlenecks in existing systems and implementing appropriate solutions.

Assessed and executed chargeback and disputes, training bank officials on efficient use of the MCP to avoid fraudulent transactions. Maintained customers’ account health by incorporating network laws from leading payment networks.

Gathered and analyzed customer feedback for new product development and process changes to increase customer loyalty. Measured and improved the quality of contact center operations and backend/frontend support teams.

Focused on Human Resource Management principles and practices. Gained expertise in organizational behavior, talent acquisition, and employee development.

Studied foundational computer science concepts and programming. Developed skills in software development and system analysis.