Muhammad Faizan Saleem

• Delivered expert phone-based IT and platform support to enterprise clients and freelancers, resolving technical and account
issues with a solution-driven approach.
• Achieved First Call Resolution (FCR) above 80% by triaging, troubleshooting, and escalating complex issues to Tier 2/3 teams.
• Consistently exceeded CSAT targets with 90%+ monthly ratings; maintained CXI/QA scores of 99% adhering to ITIL best
practices and SLA requirements.
• Sustained Average Handle Time (AHT) under 10 minutes with 85%+ utilization rate across high-volume support queues.
• Documented customer interactions, resolutions, and escalations in CRM/ticketing systems to maintain knowledge base accuracy.

Deliver expert phone-based customer support, consulting with voice customers to provide accurate, individualized solutions and ensure
maximum customer satisfaction. Adhere to compliance standards and company policies, ensuring all interactions meet regulatory
requirements and internal guidelines. Document customer interactions and solutions in the CRM/ticketing system to support continuous
service improvement and knowledge base accuracy.
• Resolved customer inquiries and technical issues, achieving First Call Resolution (FCR) above 80% by effectively troubleshooting
and escalating complex matters to specialized teams when required.
• Consistently exceeded Customer Satisfaction (CSAT) goals with 90%+ monthly ratings, demonstrating strong communication and
problem-solving skills.
• Maintained CXI (Quality Assurance) scores of 99%, following detailed procedures and delivering high-quality, professional
interactions.
• Met and exceeded productivity metrics, maintaining Average Handle Time (AHT) under 10 minutes while completing tasks with
an 85%+ utilization rate.

• Led a team of 6 Renewals Executives managing a $1.3M quarterly revenue territory across Asia and EMEA (UAE, Netherlands,
Germany, UK, Norway, Sweden, Denmark, Finland, Italy).
• Consistently drove the team to achieve 100%+ quarterly renewal targets through proactive pipeline management and partner
engagement.
• Collaborated with Technical Support, Engineering, and Product teams to monitor issue resolutions and communicate updates to
partners.
• Utilized Salesforce CRM for advanced reporting and forecasting; leveraged Trello/Jira for project tracking and team
collaboration.

Enhanced partner relationships, resulting in increased renewal rates and improved customer satisfaction across the region. Collaborated
with Technical Support, Engineering, and Product Development teams to monitor issue resolutions and communicate updates to partners
and end customers.
• Led a team of 6 Licensing & Renewals Executives, managing a $1.3M quarterly revenue territory across Asia and EMEA (UAE,
Netherlands, Germany, UK, Norway, Sweden, Denmark, Finland, Italy).
• Consistently drove the team to achieve 100%+ quarterly renewal targets, securing revenue through past, current, and future
quarter opportunities.
• Conducted weekly pipeline reviews and reporting sessions to track revenue progress and align team strategies with business
objectives.
• Hosted monthly partner/reseller meetings with team members to ensure alignment on renewals, opportunities, and customer
retention plans.
• Utilized Salesforce CRMfor advanced reporting, forecasting, and opportunity management, and leveraged Trello/Jira for project
tracking and team collaboration.

Built strong relationships with partners and resellers, improving renewal rates and overall customer satisfaction. Created quotations,
updated opportunities, and maintained account data using Salesforce CRM, ensuring accurate forecasting and reporting.
• Managed license renewals and upgrades for partners and resellers across Norway, Sweden, Denmark, Israel, Germany, the UK,
and additional European regions.
• Consistently achieved 95-100%+ quarterly renewal targets, driving $250, 000+ in revenue per quarter and exceeding goals
through multi-year renewals and early closures.
• Collaborated with partners/resellers to secure renewals from past, current, and future quarters, ensuring predictable revenue
streams and customer retention.

• Managed license renewals and upgrades for partners across Norway, Sweden, Denmark, Israel, Germany, UK, and additional
European regions.
• Consistently achieved 95-100%+ quarterly renewal targets, driving $250, 000+ in revenue per quarter through multi-year
renewals.
• Maintained accurate account data, quotations, and opportunity pipelines in Salesforce CRM for forecasting and reporting.

• Managed a team of 6-7 sales representatives, coaching them to meet and exceed monthly sales targets.
• Closed and verified high-value sales, contributing to overall revenue growth and team performance.

• Generated qualified leads for real estate buyers and sellers through cold calling and online prospecting.
• Built a robust sales pipeline by engaging potential clients via phone, classified ads, and follow-ups.

• Made outbound calls to U.S.-based customers to generate sales and leads for home security system companies.
• Consistently achieved daily and monthly sales quotas while maintaining strong customer relationships.

• Verified end-customer information and closed sales opportunities to maximize conversion rates.
• Ensured compliance with client requirements while maintaining high-quality standards in data accuracy.

• Conducted high-volume cold calling to generate qualified sales leads for clients in the solar energy sector.
• Met and exceeded weekly lead generation targets through effective communication and objection handling.