Hayyan Khan

Assistant Manager Project Management – B2B

iGate Technologies Pakistan

Jun 2023 - Current (3 years 2 months)

-Analysis of the reports requested by President. -Ad-Hoc Audits assigned by President -Monitoring floor presence, Call Quality, Chat Quality, Email Quality, Lead Quality, Daily, Weekly and monthly KPI of resource, team, & department -Inbound leads workflow & response time, call disposition, Client satisfaction, CRM funnel management, Training process evaluation, Training material evaluation, Offer evaluation, Individual resource, client, offer, pitch, team, process improvement planning, Strategic insights and suggestions, Client health monitoring, Grievances evaluation from clients. -Daily weekly monthly team and departmental dashboards and reports -Teams and resource evaluation and appraisal insights, CRM and overall audit, identifying new

Quality Assurance Specialist

iCrowdNewswire

Sep 2021 - Jan 2023 (1 year 5 months)

-Monitoring day to day KPI's & make sure the sales team works as per KPI's. -Perform a strong check on calls & chats made by account managers to provide them with constructive feedback. -Study outbound calls, Live chats & Customer service presentation to determine the quality of customer experience. -Perform quality audit to ensure quality of customer service -Perform quality audit to ensure the that process is being followed. -Training Sales team on specific subject.

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Onboarding Project Manager

Motive formerly KeepTruckin

Aug 2020 - Sep 2021 (1 year 2 months)

Onboarding and project managing CMV companies of an Upper SMB scale on to the KeepTruckin platform within a deadline of 90 days. I own their entire onboarding process starting from a formal Kick-Off Call with executive level customers followed by providing online training and having regular check-ins with the executives to make sure everything is on track and their fleets are comfortable using our platform. I advocate for the customer internally and get their issues escalated within KeepTruckin in a timely manner. Being totally customer-centric and advocating for them is a key responsibility of the entire Customer Success team and a goal of KeepTruckin as a whole!

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Customer Experience Specialist

Motive formerly KeepTruckin

Dec 2018 - Aug 2020 (1 year 9 months)

-Tracking customer experiences across online channels, and touchpoints. -Collaborating with sales, as well as the production, marketing, and support to enhance customer services. -Aligning customer experience strategies with marketing initiatives. -Identifying customer needs and taking proactive steps to maintain positive experiences. -Responding to customer queries in a timely and effective manner, via phone, email. -Analyzing customer feedback on product ranges, and new releases, as well as preparing reports. -Performing Opportunity audits, evaluating after-sales and support services, and facilitating improvements. -Documenting processes and logging technical issues, as well as customer compliments and complaints. -Assigning opportunities

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Key Account Executive

Interwood Mobel (Pvt) Ltd.

Aug 2017 - Dec 2018 (1 year 5 months)

-Organizing sales visits -Demonstrating and presenting products -Establishing new business -Maintaining accurate records -Attending trade exhibitions, conferences and meetings -Reviewing sales performance -Negotiating contracts -Aiming to achieve monthly or annual targets.

Senior Sales Executive

J Telemarketing

Nov 2012 - Aug 2017 (4 years 10 months)

-Close sales and achieve sales targets -Build relationships with potential customers and maintain existing customer relationships -Respond to customer inquiries and provide product information -Negotiate and finalize contracts with customers -Provide training and guidance to junior sales team members -Conduct sales presentations to customers and promote our home security systems -Stay up-to-date with industry trends and changes to our products and services

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