Nazia Khanum
Customer Success Consultant
Cardiff
Summary
Seeking a Customer success role that is challenging and rewarding. Flexible, initiative-taking and intellectual individual who is keen to utilise knowledge and experiences to excel. Effective advisor who communicates well with people of all ages and backgrounds. Excellent eye for detail enabling quick identification of areas for improvement and suggesting strategies to help businesses reach goals. Focused on introducing efficient systems and processes.
Overview
8
8
years of professional experience
Work History
Customer Success Consultant
Granicus
11.2021 - Current
- Managing client base of 160+ customers in UK worth over £6.5m.
- Established long-lasting relationships with strategic customers maximising ROI and reducing churn.
- Own the post-sale relationship driving adoption, value, and promoting upsell opportunities
- Analyse customer data to improve customer experience and align product usage with customer's goals elicited in strategic reviews and calls.
- Conduct reviews with customers annually/bi-annually or dependent on any contractual obligations
- Advocate for customers internally, working across teams to get resolutions for customers.
- Handle and support resolution of customer requests and complaints via appropriate channels.
- Minimise customer churn by identifying risk and pro-actively actioning any steps needed to address this and mitigate potential risk factors
- Aid in product development by sharing themes, ideas that I have identifies in my interactions with customers
- Identifying upsell opportunities that meet customers long-term goals and share these opportunities with Sales
- Optimize existing processes within company and actively enhance all Customer Success initiatives e.g., most recently I put forward suggestions to change way we work with internal teams to increase collaboration and accountability to improve customer experience, this is now process we use.
Business Development Representative
01.2021 - 11.2021
- Responsible for driving new business by finding potential clients and building relationships with them.
- Managed over 50 calls to prospects/customers a day.
- Increased sales by 10%.
- Qualify leads from marketing campaigns as sales opportunities.
- Contact potential clients through warm/cold calls and emails.
- Present our company to potential clients.
- Identify client needs and suggest appropriate products/services.
- Customize product solutions to increase customer satisfaction.
Social Prescribing Link Worker
Hammersmith and Fulham GP Federation
02.2020 - 01.2021
- Receive referrals, complete initial assessments with patients and co-create holistic plans to address individual needs.
- Work in partnership with voluntary and statutory organisations.
- Understand barriers and opportunities for people to self-manage their conditions/care.
- Manage and prioritise own caseload.
- Create and support a community response for vulnerable patients across South Fulham during the Pandemic (4000+ patients).
Social Worker
London Borough of Newham
10.2018 - 01.2020
- Leading cases on child in Need and Child Protection.
- Writing Court Reports (Section 7/ Section 37/ Initial Statement).
- Completing Family Group Conference reports
- Collaborating with external agencies to create holistic and effective plans and support families.
- Completing single assessments within timescales and advocating for vulnerable families.
- Establishing positive relationships with families.
- Performing statutory visits and meetings in given timeframes.
Student Social Worker
London Borough of Newham
07.2017 - 09.2018
Customer Service Assistant
Transport for London
01.2017 - 07.2017
Graduate Management Trainee
Skills for Care
01.2016 - 01.2017
Education
Postgraduate Diploma in Social Work - Social Care
Frontline Academy
Bedfordshire 01.2017 - 04.2018
Institute of Leadership and Management, Graduate Trainee Management Scheme, Level 4 Qualification -
Skills For Care
London 01.2016 - 04.2017
Bachelor of Arts -
Queen Mary University of London
01.2012 - 04.2015
3 A-Levels - undefined
Leyton Sixth Form College
01.2010 - 04.2012
10 GCSE's (A-C grades) - undefined
St. Paul's Way Trust School
01.2005 - 04.2010
Skills
Continuous Improvement
MS Office
Client Rapport
Attention to Detail
Client Engagement
Analysis & Evaluation
Work Planning and Prioritization
Professional References
Available upon request
Pronouns
She/Her
Key Skills And Attributes
- Exceptional communicator with detailed written and report writing skills.
- Establishment and effective management of client relationships
- Ability to identify/forecast risks and mitigate these with co-produced plans internally.
- Ability to break down information to simpler/understandable language.
- Self-driven and proactive
- Expert in managing relationships
Timeline
Customer Success Consultant
Granicus
11.2021 - Current
Business Development Representative
01.2021 - 11.2021
Social Prescribing Link Worker
Hammersmith and Fulham GP Federation
02.2020 - 01.2021
Social Worker
London Borough of Newham
10.2018 - 01.2020
Student Social Worker
London Borough of Newham
07.2017 - 09.2018
Customer Service Assistant
Transport for London
01.2017 - 07.2017
Postgraduate Diploma in Social Work - Social Care
Frontline Academy
01.2017 - 04.2018
Graduate Management Trainee
Skills for Care
01.2016 - 01.2017
Institute of Leadership and Management, Graduate Trainee Management Scheme, Level 4 Qualification -
Skills For Care
01.2016 - 04.2017
Bachelor of Arts -
Queen Mary University of London
01.2012 - 04.2015
3 A-Levels - undefined
Leyton Sixth Form College
01.2010 - 04.2012
10 GCSE's (A-C grades) - undefined
St. Paul's Way Trust School
01.2005 - 04.2010