Open to opportunities

Touseef Ahmed

@touseefahmed

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Experienced customer success manager with a focus on team leadership.

Pakistan

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What I'm looking for

I seek a role that values leadership, fosters growth, and prioritizes customer satisfaction.

With over 12 years of experience in customer success management, I have a proven track record of leading high-performing teams in dynamic environments. My expertise lies in process optimization, conflict resolution, and building strong customer relationships, which are essential for delivering exceptional service. I am adept at utilizing various CRM tools and driving continuous improvement initiatives to meet and exceed organizational goals.

Throughout my career, I have successfully directed teams in sales support and customer success roles, achieving remarkable results such as a 97%+ customer satisfaction rating and a significant increase in efficiency. My leadership style emphasizes coaching and development, ensuring that team members are equipped with the skills necessary to excel in their roles. I am passionate about fostering a culture of excellence and collaboration, which has consistently led to improved performance metrics and customer loyalty.

Experience

Work history, roles, and key accomplishments

Sales Support Supervisor

Instant Source Capital

Aug 2022 - Nov 2024 (2 years 3 months)

Directed a team of sales agents to ensure efficient workflow and exceptional lead conversion results. Designed and delivered targeted training programs to enhance team proficiency in sales processes and customer engagement. Monitored sales support activities and collaborated with teams to address escalated client issues.

Team Leadership Customer Relationship Management (CRM)Process Improvement Training Zendesk Salesforce Performance Metrics Conflict Resolution

Technical Support Specialist

Hyperlink Inc.

Aug 2021 - Aug 2022 (1 year)

Delivered prompt and effective solutions to customer inquiries via email, phone, and chat. Achieved a 97%+ customer satisfaction rating through excellent service delivery and assisted in onboarding new team members.

Customer Support Conflict Resolution Communication Skills Customer Satisfaction Multitasking CRM Tools

Team Manager, Sales

A2Z Soft Order Directly

Feb 2020 - Aug 2021 (1 year 6 months)

Managed and guided a sales team to consistently achieve and exceed revenue targets and KPIs. Developed strategic sales plans and executed initiatives to improve team performance and drive business growth.

Sales Management Team Leadership Strategic Planning Performance Metrics Coaching Customer Engagement Revenue

Associate Manager Customer Success

WellnessLiving

Sep 2018 - Jan 2020 (1 year 4 months)

Oversaw a team of customer success representatives, ensuring seamless customer onboarding and proactive engagement. Streamlined customer interaction workflows, resulting in a 23% increase in efficiency.

Customer Success Management Workflow Optimization Performance Monitoring Customer Onboarding

Customer Success Specialist/ Manager

Great Britain Cars

Jan 2014 - May 2018 (4 years 4 months)

Acted as the primary point of contact for customer inquiries, ensuring timely and effective resolution of issues. Conducted regular check-ins with clients, contributing to a 55% increase in customer satisfaction score.

Customer Relationship Management Client Engagement Training Customer Satisfaction Communication Skills

Education

Degrees, certifications, and relevant coursework

PMAS Arid Agriculture University

Bachelor of Business Administration (Hons), Finance

2006 - 2010

Completed a Bachelor of Business Administration with Honors in Finance, focusing on financial management, investment strategies, and economic principles.