Talha Pervaiz
Mississauga,ON
Summary
Forward-thinking Manager with comprehensive experience implementing new processes and managing and planning innovations. Bringing outstanding problem-solving and abilities paired with in-depth knowledge of policies and procedures. Polished in evaluating employee performance and overseeing key projects.
Overview
10
10
years of professional experience
Work History
Manager
Aerosports Trampoline Parks
Oakville, Ontario
05.2021 - 07.2024
- Developed and implemented strategies to increase customer satisfaction and loyalty.
- Created monthly reports for senior management summarizing operational performance metrics.
- Coached, mentored and trained team members in order to improve their job performance.
- Conducted regular meetings with staff to discuss progress and identify areas of improvement.
- Monitored budgets and expenditures to ensure cost-effectiveness while maintaining quality standards.
- Resolved conflicts between employees by providing guidance on company policies and procedures.
- Maintained up-to-date records of employee attendance, payroll information, vacation requests.
- Assessed team member's skillsets and assigned tasks accordingly for optimal efficiency.
- Reviewed contracts before signing them on behalf of the organization.
- Assisted in developing training materials for staff members related to product knowledge and customer service protocols.
- Utilized social media platforms to interact with customers and promote products and services.
- Provided excellent customer service to ensure a positive experience for all.
- Managed all online booking and transactions through chat and phone.
- Answered questions from customers regarding pricing, availability and services offered.
- Analyzed customer feedback data to identify areas needing improvement in product and service offerings.
Customer Success Associate
Digital Vantage Point
Markham, Ontario
11.2017 - 03.2021
- Provided comprehensive customer support and troubleshooting assistance to customers.
- Tracked and monitored customer service metrics to ensure quality standards were met.
- Responded promptly to customer inquiries via phone, email, or chat.
- Conducted product demonstrations for potential customers as needed.
- Assisted with onboarding new customers and guided them through the product setup process.
- Prepared detailed reports on customer satisfaction levels and other relevant metrics.
- Followed up with customers after service completion to ensure their needs were met.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Answered inbound calls, chats and emails to facilitate customer service.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Used approved scripts to de-escalate angry customers during telephone interactions.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Ensured accurate collection of deposits and timely project billing.
- Collaborated with sales team members to stay current on inventory levels and resolve item issues.
Senior Project Manager
The Resource Group
Lahore, Pakistan
07.2014 - 05.2017
- Managed project scope, timeline and budget in alignment with company objectives.
- Developed comprehensive project plans to be shared with stakeholders.
- Liaised between senior management, project team members and clients to ensure effective communication throughout the duration of the project.
- Monitored progress of projects against established timelines and budgets.
- Created detailed reports on project status, issues, risks and opportunities.
- Reviewed final results of each project before delivery.
- Negotiated contracts with third-party vendors when necessary.
- Assessed project risks and devised mitigation strategies to avoid potential roadblocks.
- Kept project teams on-task with proactive control of budgets, schedules and scopes.
- Enhanced development and drove continuous improvement of project delivery process by providing strong program leadership.
- Implemented change management processes when issues arose to keep project moving forward and adjust to shifted priorities.
- Delivered high level of service to clients to extend relationship and encourage further projects.
- Spearheaded key projects, resulting in high customer satisfaction and increased business revenues.
Education
Bachelor of Science - Computer Science
University of Central Punjab
Lahore, Pakistan01-2012
GED -
Beaconhouse School System
Lahore, Pakistan09-2008
Skills
- Performance Management
- Policy Implementation
- Financial Management
- Marketing
- Expense Tracking
- Business Administration
- Business Development
- Negotiation
- Sales Techniques
- Cross-functional team management
- Budget Control
- Lead Generation
- Upselling strategies
- Appointment Scheduling
- Data Entry
- Account updating
- Complaint resolution
- Consultative Sales
- Client Relationship Building
- Product Knowledge
Languages
English
Native/ Bilingual
Urdu
Native/ Bilingual
Punjabi
Professional
References
References available upon request.
Timeline
Manager
Aerosports Trampoline Parks
05.2021 - 07.2024
Customer Success Associate
Digital Vantage Point
11.2017 - 03.2021
Senior Project Manager
The Resource Group
07.2014 - 05.2017
Bachelor of Science - Computer Science
University of Central Punjab
GED -
Beaconhouse School System
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