Warda Gul
Melbourne
Summary
Achievement-oriented professional adept at elevating customer engagement and spearheading digital strategy endeavours. Aspiring to transition into a strategic position within a customer success role.
I am dedicated to utilizing my client-centric background to propel organizational growth through strategic initiatives and the cultivation of impactful business partnerships.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Client Relations Specialist
Thryv
03.2022 - Current
- Managed a diverse portfolio of clients, ensuring their needs were met and expectations exceeded.
- Ensured seamless customer onboarding and support processes.
- Initiated proactive and personalized engagements with customers, consistently achieving promoter scores on over 70% of surveys.
- Conducted thorough needs assessments and recommended tailored products/services, resulting in a remarkable 36% increase in upsell rate.
- Provided personalised service tailored to the needs of customer , consistently upholding a customer satisfaction score surpassing 75%.
- Maintained meticulous records of customer interactions and transactions in accordance with company policies.
- Facilitated virtual appointments via Zoom, empowering customers to utilize the system more efficiently, thereby enhancing customer effort scores by 20%.
Customer Service Agent
ITANZ Australia
08.2019 - 09.2021
- Responded to inquiries and resolved issues promptly via calls and online channels, fostering strong customer relationships and satisfaction.
- Skillfully retrieved and presented customer data, ensuring relevant and accurate information dissemination.
- Proactively contributed to new business by conducting Business Needs Analyses (BNA) and submitting leads to the appropriate teams.
- Acted as a dedicated liaison for customers, promptly addressing complaints and concerns, resulting in an outstanding Net Promoter Score (NPS) of 10 on over 80% of surveys.
- Monitored and provided assistance through the online chat platform, further enhancing customer support capabilities.
Sales Executive
Siemens
03.2011 - 11.2014
- Initiated outbound calls to provide initial product briefings and conduct requirement analyses, laying the foundation for successful sales engagements.
- Researched sales opportunities and possible leads to exceed sales goals and increase profits.
- Played a pivotal role as the first point of contact for addressing customer inquiries and concerns, ensuring a seamless sales experience.
- Managed the sales pipeline database and collaborated with product engineers to identify upsell opportunities.
- Implemented diligent follow-up procedures with stakeholders to facilitate timely order-to-delivery processes.
Education
BBA - Sales
.
03.2012
Skills
- Customer Relationship Building
- Customer Retention
- CRM Software
- Customer Needs Assessment
- Customer Service
- Research and due diligence
- Business Development
- Onboarding and Orientation
- MS Office
- Google Workspace
- Microsoft 365 Planner
- Salesforce
Certification
Customer Experience Management - RMIT
Languages
Urdu
Native or Bilingual
Hindi
Full Professional
English
Full Professional
Timeline
Client Relations Specialist
Thryv
03.2022 - Current
Customer Service Agent
ITANZ Australia
08.2019 - 09.2021
Sales Executive
Siemens
03.2011 - 11.2014
BBA - Sales
.
Customer Experience Management - RMIT
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