Ghazala Anwar

• Successfully built the CX Department from the ground up, establishing all training materials, comprehensive SOPs, and performance KPIs for a team of eight employees. Identify opportunities for improvement and innovation to deliver exceptional experiences throughout the client journey.
• Drove cross-functional alignment with Product, Sales, and Marketing, resulting in a 98% improvement in the end-to-end client onboarding and support journey.
• Streamlined client-facing processes through continuous improvement, reducing client friction points by 70% and enhancing operational efficiency. Implement best practices and industry standards to ensure a seamless and user-friendly experience. Offered friendly and efficient service to customers, handled challenging situations with ease.
• Managed a strategic portfolio of 700+ VVIP/Enterprise clients, building executive-level relationships that secured 98% revenue retention and drove 54% growth through upsells. Proactively identifying, approaching, and enhancing strong relationships with key executives, decision-makers at the clients.
• Led and mentored a high-performing CX team of 8-10 members (including hiring and performance management), fostering a culture that achieved 99% client satisfaction/retention.
• Foster strong relationships with key clients, acting as a trusted advisor and advocate. Proactively address client concerns, resolve issues, and identify opportunities for upselling and cross-selling. Created plans and communicated deadlines to complete projects on time.
• Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
• Defined, tracked, and reported on key CX metrics (e.g., NPS, FCR, Churn), providing Senior Leadership with strategic insights that informed different business decisions/roadmap changes.
• Brought payment link APP solution to Telr for SMEs, worked with tech team closely to launch the Payment Link application. Helped the graphic and IT team to create interface and framework of the Telr payment link App.
Technical Skills:
Zendesk | Zoho | Pipedrive | Freshdesk | Salesforce | Asana | Trello | MS Office Suite | Other CRM & productivity tools

Making sure that all KPIs specifically around service deliverable s, productivity, quality, customer-service standards, and align with departmental strategy.
The focal point between both technical teams and making sure that business runs smoothly through, implemented measures in place which helps in monitoring system performance, identifying and resolving problem proactively, raising alarms to relevant teams within Elabelz.com.
Accomplishes departmental goals by accepting ownership for accomplishing new and different requests, exploring opportunities to add value translating into better customer experience and cost-effective solutions.
End to end management and support of all projects within Customer Operations. Responsible for coordinating with Development, Planning, and Business teams the related customer operational projects and activities to ensure the successful completion of the projects.
Working closely and responsible for quality and training teams, activities and performance, ensuring deliverable s to meet industry standards and better customer experience.
Maintaining the staff by recruiting, selecting, orienting, and training employees; maintain a safe, secure, and legal work environment; developing personal growth opportunities.Measuring, improving and adapting customer service standards to the market condition.
Maintaining quality service by enforcing quality and customer service standards, analyzing and resolving quality and customer service problems, identifying trends, recommending system improvements.
conducting surveys, mystery shopping to check the call center performance and arranging training for the team mates for the updates and processes.

•Developed effective strategies to achieve desired level of customer service.
•Maximized customer satisfaction levels through prompt resolution of queries/grievances and by providing qualitative service delivery.
•Developed the contact center strategies, identified trends & KPIs to promote a high performance service culture within the contact center.
•Researched on latest developments in technology and monitored technology implementation in the contact center.
•Developed strategic plans to ensure successful execution of turnkey business solutions at reduced expenditure.
•Spearheaded efforts to enhance methods of service delivery to ensure complete customer satisfaction.
•Monitored the development of operational dashboard for the contact center.
•Managed and directed customer care center operations in line with organization goals and objectives.
•Coordinated the development, documentation, and integration of the company brand, culture, customer focus, action plans, and behaviors into the daily operations, while liaising with various colleagues and customers.
•Evaluated customer issues while administering corrective actions for delivering responses on-time and appropriately.
• Creating process and polices as per the company profile and terms.
• Giving training to Department on new process, Creating SLA and making sure they are getting followed by all the team members.
• Working with each team member to make sure they are performing their tasks without having any issue.
• Working with logistic department / Crazy Deals Logistic / 3rd party logistic to get the work done.
• Working with DED (Department of Economic) if there is any issue.