Summary
Overview
Work History
Education
Skills
Affiliations
Timeline
Generic

Naveed Riaz

Bishops Stortford,Hertfordshire

Summary

Accomplished professional with extensive expertise in client relationship management and customer service. Demonstrates mastery in CRM systems, data analysis, and reporting, with a strong focus on customer retention strategies and lifecycle understanding. Adept at handling complaints, analysing key performance indicators, and implementing process improvements to enhance user experience. Proven ability to lead teams, communicate effectively, and resolve conflicts while maintaining resilience under pressure. Committed to strategic planning and proactive initiative-taking to drive business success.

Overview

1
1
year of professional experience
4
4
years of post-secondary education

Work History

Customer Success Manager

Gladstone Software
Oxford
11.2023 - Current
  • Assessed customer needs for tailored service offerings.
  • Devised strategies to reduce churn rates amongst customers.
  • Piloted the introduction of new products or services into the market, reinforcing brand reputation among existing clients.
  • Increased client retention with proactive communication strategies.
  • Coordinated support team for improved customer satisfaction rate.
  • Facilitated training sessions, enhancing team's product knowledge.
  • Implemented changes based on feedback from clients, resulting in greater satisfaction levels.
  • Resolved escalated issues with detailed problem-solving skills.
  • Strengthened customer relationships by addressing queries and concerns promptly.
  • Engaged in regular meetings with sales team for aligned business objectives.
  • Mitigated risks by ensuring compliance with company policies and regulations during client interactions.
  • Fostered a positive work environment promoting teamwork and collaboration among staff members.
  • Cultivated lasting client relationships through personalised service approach.
  • Identified process improvements, leading to better efficiency in customer service delivery.
  • Led customer success initiatives, boosting overall loyalty and engagement rates.
  • Utilised CRM systems to streamline customer management processes.
  • Managed key accounts to enhance recurring revenue streams.
  • Collaborated cross-functionally for cohesive decision-making process on client matters.
  • Evaluated customer feedback and presented findings to stakeholders to improve retention strategy.
  • Steered customer activity to meet business drivers and growth aims.
  • Trained internal teams on meeting customer needs and enhancing service experiences.
  • Served as subject-matter expert with strong technical expertise.
  • Made growth-focused recommendations to increase account ROI.
  • Updated products and services to reflect changing client needs, increasing retention.
  • Proposed policy and process adjustments to improve customer experiences.
  • Recognised blockers and implemented solutions to minimise client and account impacts.
  • Achieved high customer retention with concerted engagement.
  • Optimised return on investment to improve client satisfaction and loyalty.
  • Organised operational reviews to assess customer experiences and satisfaction.
  • Monitored market activity to provide responsive advice to changing customer needs.
  • Led strategic business reviews to recognise successes and facilitate continued growth.
  • Compiled industry data on competitor pricing, materials costs and supply chain issues to help set accurate pricing.
  • Evaluated campaign performance to optimise return on investment.
  • Conducted market research to understand customer base and enhance products.

Education

Bachelor of Arts - Computing & Business Information Systems

Middlesex University
London
09.1998 - 06.2002

Skills

  • Empathy in customer interactions
  • CRM systems mastery
  • Solution-Focused mindset
  • Consultative approach
  • Customer lifecycle understanding
  • Complaint handling expertise
  • Key performance indicators analysis
  • Client Relationship Management
  • Customer retention strategies
  • Data analysis and reporting
  • Resilience under pressure
  • Time efficiency
  • Initiative taking
  • User experience principles
  • Customer Service
  • Team Leadership
  • Interpersonal communication
  • Strategic planning
  • Client communication
  • Conflict Resolution
  • Process Improvement
  • Relationship-building
  • Proactive initiative
  • Critical-thinking
  • Client relationship building

Affiliations

  • Going to the gym, mountain biking, long walks.

Timeline

Customer Success Manager

Gladstone Software
11.2023 - Current

Bachelor of Arts - Computing & Business Information Systems

Middlesex University
09.1998 - 06.2002

Similar Profiles

CREATE PROFILE
Naveed Riaz