Summary
Overview
Work History
Education
Skills
Certification
Languages
Hobbies and Interests
Timeline
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Faheem Ahmed Alvi

Manchester

Summary

Results-driven professional with a proven track record in Inside Sales and Client Success within the IT sector, complemented by strong customer service expertise gained in the hotel industry. Expert in cultivating high-value client relationships, demonstrated by successfully managing hardware and software purchases for key accounts. Skilled in identifying client needs, providing tailored solutions, and driving revenue growth through strategic upselling. Possesses strong analytical and reporting capabilities. Proficient in leading CRM platforms including SAP, Zendesk, ServiceNow, and Microsoft Dynamics. Experienced in leading and mentoring a team driving them towards achieving optimal results. Adept at building strong working relationships with various departments to ensure the smooth and efficient execution of processes.

Overview

14
14
years of professional experience
1
1
Certification

Work History

Duty Manager

Mercure Manchester Piccadilly Hotel
11.2022 - Current
  • Manages guest check-ins and check-outs, ensuring efficient and positive guest experiences.
  • Resolves guest complaints and addresses feedback, demonstrating strong problem-solving skills also developed a service escalation process that resulted in a 20% reduction in guest complaints.
  • Leads the front office team, providing guidance and support.
  • Ensures hotel security and oversees night audits, banking, and administrative tasks.
  • Maintains accurate records of card and cash transactions, demonstrating financial responsibility.
  • Prepares daily brief emails and feedback for various hotel departments, facilitating effective communication.
  • Maintains a high level of customer service and adheres to all brand standards.
  • Replies to guest emails and reviews on Google, Booking.com, TripAdvisor, and other review platforms.
  • Boosted guest satisfaction scores by 25% through the introduction of tailored service training and processes improvement.

Front Desk Officer / Receptionist

Manchester Piccadilly Hotel - Marriott
11.2023 - 09.2024
  • Provided customer support and promoted hotel offerings, successfully cross-selling packages to clients.
  • Utilized CRM tools to manage guest profiles and deliver a personalized experience.
  • Handled customer inquiries across voice and digital channels.
  • Managed booking software and maintained accurate transactional records.
  • Coordinated guest feedback and resolved service issues, enhancing brand reputation across review platforms.

Team Lead, Client success

Zones IT Solutions
05.2018 - 10.2022
  • Managed key client relationships for multi-million dollar accounts.
  • Successfully led and delivered hardware projects for clients, overseeing large-scale procurement of computers and accessories.
  • Oversaw annual software licensing and renewal processes, ensuring seamless operations and compliance.
  • Provided expert quoting and solution recommendations for hardware and software, tailored to specific client requirements.
  • Managed open order reports and provided timely status updates, ensuring client satisfaction and transparency.
  • Collaborated cross-functionally with procurement, returns, software cloud management, and licensing departments to ensure smooth project execution.
  • Led and mentored a team of 10, while simultaneously managing significant client portfolios.
  • Trained and onboarded new hires within the team and the broader customer success department.
  • Developed upsell strategies that increased account revenue by 30% over two years.
  • Proven experience with Microsoft licensing and complex Cisco network solutions.

Inside sales representative

Zones
10.2017 - 05.2018
  • Managed full sales cycle including prospecting, quoting, order entry, and delivery confirmation for IT clients.
  • Supported quoting for laptops, peripherals, licensing, and cloud subscriptions.
  • Maintained 98% order accuracy and provided daily pipeline updates to management.

Logistics and Sales coordinator

Ovex Technologies Pvt. Ltd.
05.2015 - 09.2017
  • Quoted and managed orders for B2B hardware and software clients, using CRM and ERP systems.
  • Tracked shipments and ensured timely order fulfillment across international vendors.
  • Conducted monthly reporting on order volume, delivery timelines, and renewals.

Customer Service Officer

Zong
02.2012 - 04.2015
  • Delivered omnichannel customer service via voice, chat, and social media.
  • Promoted new products and technologies, achieving KPIs in upsell campaigns.
  • Audited support interactions for compliance and service quality.

Education

M.Sc - Marketing

University of Bradford
01.2023

M.Sc - Mass Communication

Allama Iqbal Open University
01.2016

B.Com - undefined

University of the Punjab
01.2011

Skills

  • Customer Service
  • Client Relationship Management
  • CRM (SAP Zendesk Microsoft Dynamics ServiceNow)
  • Sales Forecasting & Reporting
  • Team Leadership & Coaching
  • Inventory Management
  • Account Management
  • SaaS Sales Lifecycle
  • Post-Sales Support & Onboarding
  • PMS (Opera and Opera Cloud)
  • Inside Sale Strategy
  • B2B Sales Development
  • Order Processing & Quoting
  • Service Level Agreement (SLA) Compliance
  • Microsoft office (Outlook Excel and Word)

Certification

  • Food and safety
  • Duty Manager
  • First Aid
  • SIA

Languages

English - Native
Urdu - Native
Punjabi - Medium

Hobbies and Interests

Reading, Movies, Cricket

Timeline

Front Desk Officer / Receptionist

Manchester Piccadilly Hotel - Marriott
11.2023 - 09.2024

Duty Manager

Mercure Manchester Piccadilly Hotel
11.2022 - Current

Team Lead, Client success

Zones IT Solutions
05.2018 - 10.2022

Inside sales representative

Zones
10.2017 - 05.2018

Logistics and Sales coordinator

Ovex Technologies Pvt. Ltd.
05.2015 - 09.2017

Customer Service Officer

Zong
02.2012 - 04.2015

M.Sc - Mass Communication

Allama Iqbal Open University

B.Com - undefined

University of the Punjab

M.Sc - Marketing

University of Bradford

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Faheem Ahmed Alvi