Shaz Bukhari

Responsible for providing SaaS solutions to customers and overseeing clients during their onboarding journey and serve as the primary contact with the tools and knowledge necessary for the successful integration of the software. Accountable for data analysis, contract renewals, account management and reducing churn rate.

• Managed a portfolio of 300 key accounts, maintaining strong relationships and ensuring high levels of satisfaction.
• Streamlined customer onboarding process for accelerated product adoption and increased retention rates.
• Identified upsell and cross-sell opportunities through frequent account reviews, contributing to increased revenue generation.
• Collaborated with sales team to ensure seamless handoffs, resulting in smoother customer transitions.
• Played pivotal role in change management program to restructure PAYG Portfolio to drive organizational growth.
• Utilized CRM tool HubSpot to document all client communications, generate tickets and create deals.

Delivered customer support via phone, employing a customer-centric approach that nurtured robust relationships. Show cased product knowledge and demonstrated a commitment to resolving inquiries promptly, professionally, and empathetically to uphold customer service standards

• Served customer account and technical needs across 50+ daily calls, consistently meeting productivity and quality targets.
• Efficiently generated support tickets for inquiries, collaborated with cross-functional teams and ensured timely ticket resolution.
• Streamlined support processes for increased efficiency and reduced response times.
• Implemented effective troubleshooting techniques for faster problem resolution and improved customer satisfaction levels
• Acquired in-depth knowledge of bank's policies, displaying accountability, and effectively meeting customer needs.

Supervised logistical activities across the Newcastle region and ensured they were up to standards. Provided training for new staff and ensured workplace safety standards were being met. Managed paperwork handed out to employees and resolved any on-going issues

• Optimized inventory management by closely monitoring stock levels and placing timely orders.
• Developed strong working relationships with staff, fostering a positive work environment.
• Conducted employee performance evaluations, providing constructive feedback for growth and development.
• Met target for customer satisfaction by achieving 91% satisfaction through conducted surveys.

Worked towards supporting Aboriginal community's heritage by providing them with opportunities to easily market their culture.

• Created business plans for Aboriginal Businesses to help their survival.
• Took part in 2 meetings per week with Senior government officials and Representatives of Aboriginal Communities.
• Provided strategic advice and guidance with relation to Aboriginal and Torres Strait Islander issues.
• Achieved on-time completion of projects with diligent scheduling and resource management.