Samar Ahsan

• Lead a 15+ customer service team across inbound/outbound operations, ensuring SLA and KPI compliance.
• Manage product revenue ($1.3M) and shared training revenue ($4.4M), and oversee course occupancy (75% target met) to maximise utilisation and revenue.
• Drive customer experience improvements, retention strategies, and cross-functional initiatives with Sales, Training, Marketing, and IT.
• Oversee CRM systems, workflows, reporting, and automation to improve efficiency and optimise resources.
• Manage risk, compliance, and audit-ready workflows.

Key Achievements:

• Increased customer satisfaction by 20% through end-to-end journey redesign.
• Reduced resolution times by 40% via streamlined workflows and multi-channel automation (Genesys), optimising resources and reducing 2 headcount.
• Drove 10% YoY sales growth through coaching, campaigns, and team development.
• Led system implementation projects, achieving full adoption and compliance.
• Designed multi-channel onboarding journeys, boosting first-time engagement by 25%.

• Supervised 10 agents, managing daily operations, escalations, and workflows.
• Streamlined team processes to improve efficiency and service delivery.
• Delivered coaching, training, and mentoring, enhancing team capability and performance.
• Launched a peer mentorship program, improving staff retention by 20%.
• Implemented workflow improvements that reduced ticket resolution times by 18% and cut escalations by 15%.
• Ensured consistently high-quality customer outcomes through process and team optimisation.

• Managed $600K annual revenue pipeline, tracking opportunities, prioritising leads, and driving full sales cycle to closure.
• Re-engaged dormant accounts, boosting recurring revenue by 20%, and collaborated with Business Development on upsell/cross-sell opportunities.
• Optimised CRM workflows and outbound scripts, improving conversion rates by 22% and reducing call handle time by 10%.
• Exceeded revenue targets by 20% and implemented repeatable pipeline management practices to improve forecast accuracy.

2010 – 2012

• Handled 80+ daily enquiries via phone, email, and web chat, maintaining CSAT >4.7/5.
• Identified gaps in knowledge base documentation, reducing repeat enquiries by 30%.
• Resolved customer issues efficiently, consistently achieving first-contact resolution targets.
• Recognised as Top Performer for three consecutive quarters for exceptional service delivery.