Zoya Khan
Toronto,ON
Summary
Results-driven and client-focused professional with nine years of extensive experience in client service management. Proven track record of exceeding client expectations and driving business growth through strategic relationship building and exceptional service delivery. Skilled in effectively managing client portfolios, understanding client needs, and implementing tailored solutions to ensure client satisfaction and retention.
An enthusiastic and passionate team player with proven interpersonal skills and a winning mindset. Well-versed in establishing top-performing teams committed to surpassing business objectives in alignment with corporate mission. Skilled in enforcing adherence to policies, procedures and service standards.
Overview
9
9
years of professional experience
Work History
Client Success Manager
Britannia Consular Services (UK)
03.2019 - 06.2023
- Managed a diverse portfolio of clients, ensuring timely delivery of products and services to meet their unique needs.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Participated in strategic planning meetings to align department objectives with broader company goals related to client success management efforts.
- Assisted customers with onboarding and product setup to foster successful adoption and usage.
- Contributed to design and implementation of product updates and service transformations based on feedback from customers and frontline knowledge.
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
- Conducted regular reviews of account performance, identifying opportunities for upselling and expansion of services.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Analyzed client feedback to identify areas of improvement for product offerings and services.
Operations Customer Service Manager
Abacus Consulting BPO Division
06.2018 - 02.2019
- Managed daily operations of a high-volume call center, maintaining exceptional service standards and minimizing downtime.
- Enhanced customer satisfaction by streamlining operations processes and implementing effective communication strategies.
- Assisted in recruiting, hiring and training of team members.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Analyzed data trends to provide valuable insights that informed strategic planning efforts for both internal stakeholders and external clients.
- Spearheaded initiatives to improve employee engagement, fostering a positive work environment that boosted overall team morale and performance.
- Optimized resource allocation by analyzing data trends and adjusting staffing levels accordingly, reducing operational costs.
- Developed comprehensive training programs for new hires, ensuring seamless integration into the team and increased productivity.
- Trained and guided team members to maintain high productivity and performance metrics.
- Interacted well with customers to build connections and nurture relationships.
- Coordinated cross-functional teams to resolve complex customer issues, resulting in improved client retention rates.
Assistant Manager - Training and Quality
Abacus Consulting BPO Division
11.2017 - 06.2018
- Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
- Managed recruiting, interviewing, hiring, and onboarding of new employees to maintain adequate staffing levels.
- Streamlined and monitored quality programs to alleviate overdue compliance activities.
- Defined clear targets and objectives and communicated to other team members.
- Implemented staff training programs, enhancing product knowledge and improving customer service skills.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Launched quality assurance practices for each phase of development
- Boosted employee morale by recognizing outstanding performance and celebrating team accomplishments.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Gained extensive knowledge in data entry, analysis and reporting.
- Exercised leadership capabilities by successfully motivating and inspiring others.
Client Service Account Manager
LiveAdmins
06.2015 - 11.2017
- Served as the primary point of contact for assigned clients, consistently delivering exceptional service levels and building trust through open communication channels.
- Managed a portfolio of high-value accounts, ensuring optimal service delivery and customer satisfaction.
- Collaborated with cross-functional teams to develop customized solutions tailored to the unique needs of each client.
- Provided ongoing support and guidance to clients throughout all stages of their engagement with the company, demonstrating genuine interest in their success and fostering long-lasting partnerships.
- Monitored client feedback to identify trends and areas for improvement, making process adjustments as needed to enhance the overall customer experience.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
Customer Service Representative
LiveAdmins
06.2014 - 06.2015
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Educated customers about billing, payment processing and support policies and procedures.
- Promptly responded to inquiries and requests from prospective customers.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Developed and updated databases to handle customer data.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Education
ACCA - Accounting
Associate Certified Charted Accountancy
United Kingdom12.2018
Diploma in Business & Accounting -
Associate Certified Charted Accountancy
12.2017
Bachelor of Science - Accounting And Finance
Oxford Brookes University
United Kingdom05.2016
Skills
- Product and strategy analysis
- Monitoring and Training
- Client success and Client experience Management
- People Management
- Change Management
- Data Analysis
- KPI Management
- Interpersonal management skills
- Workforce Management
- Business Process Improvements
- Team Management and Leadership
- Brand Management
- Compliance Management
- Empathy and Emotional Intelligence
- Problem-Solving and Decision-Making Skills
- Conflict Resolution
SOFTWARES & APPLICATIONS
- QuickBooks
- Tableau
- Slack
- Zendesk
- Outlook
- Genesys
- Jira
- Canva
- Salesforce
- Trello
- Breezeway
- Airbnb
- Hostfully
- Hospitable
- GoogleVoice
- Ring (Camera app)
- Yale
- Schalage
- Nest
Languages
English
Full Professional
Urdu
Native or Bilingual
Timeline
Client Success Manager
Britannia Consular Services (UK)
03.2019 - 06.2023
Operations Customer Service Manager
Abacus Consulting BPO Division
06.2018 - 02.2019
Assistant Manager - Training and Quality
Abacus Consulting BPO Division
11.2017 - 06.2018
Client Service Account Manager
LiveAdmins
06.2015 - 11.2017
Customer Service Representative
LiveAdmins
06.2014 - 06.2015
ACCA - Accounting
Associate Certified Charted Accountancy
Diploma in Business & Accounting -
Associate Certified Charted Accountancy
Bachelor of Science - Accounting And Finance
Oxford Brookes University
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