Sasha Niroumand
Twickenham,Greater London
Summary
Results-driven professional with a proven track record of building lasting client relationships and leading impactful business initiatives. Recognised for successfully implementing programs and effective sales procedures, contributing to increased customer engagement in both B2B and B2C settings. Experienced in comprehensive business operations, consistently achieving process improvements, enhancing customer retention, and driving revenue growth. Demonstrates leadership through team training and mentorship, fostering a deep understanding of processes to achieve ambitious goals. Known for orchestrating successful events and sales campaigns with meticulous planning, adept contract negotiation, and efficient time management. A clear and effective communicator, skilled in facilitating smooth collaboration among team members and senior management to optimise overall performance outcomes .
Overview
8
8
years of professional experience
6
6
years of post-secondary education
Work History
Customer Experience Manager
DemandScience
London
09.2023 - 01.2024
- Managed client relationships as the primary point of contact, overseeing campaign progression and ensuring goals were met
- Drove product adoption, retention, and growth by delivering high business value and cultivating deep customer relationships
- Analysed client programs, established clear goals, and monitored daily progression for efficient launches
- Ensured proactive client engagement through weekly or bi-weekly client calls and identification of adoption trends
- Monitored and nurtured accounts daily, addressing risks and preventing attrition
- Managed renewal risks, collaborated with internal teams for successful renewals, and educated customers on new features.
Centre Director
Mathnasium
Twickenham
06.2023 - 09.2023
- Directed sales processes for a start-up franchise, achieving branch growth through efficient sales
- Built rapport relationships with customers and championed customer service
- Developed a high-performing team through training and professional development
- Ensured high-quality standards, managed payroll expenditure, and fostered relationships with the local community
- Created and implemented successful marketing campaigns.
Customer Experience Manager
Kinetico UK Ltd
Staines
04.2021 - 05.2023
- Managed the Customer Experience Team, overseeing responsibilities from inbound enquiries to outbound sales calls and organising the customer database
- Cultivated strategic relationships with competitor organisations through B2B relationship management, optimising business process flow
- Successfully resolved customer complaints, demonstrating meticulous attention to concerns and issues to ensure high satisfaction levels
- Elevated the organisation's Trustpilot rating from 4.1 to 4.5
- Within the first month of role by overseeing customer feedback avenues
- Implemented and managed the company's Net Promoter Score (NPS) feedback system to gauge and improve customer satisfaction and loyalty
- Headed team training and mentorship initiatives, achieving monthly commission targets through effective sales delivery and exceptional customer experience
- Directed the comprehensive management of the high-profile national event, The Ideal Home Show, overseeing both staff and clients throughout its 17-day duration in March 2022 and subsequently executing post-event account management operations, ensuring a seamless and end-to-end responsibility
- Ensured smooth delivery of tasks, mitigating cancellation rates and delivering outstanding customer service to foster higher customer engagement
- Managed all customer subscription accounts and led contract negotiation activities
- Served as the UK Ambassador for an international company-wide project, promoting coordination and behavioural enhancement among businesses within Europe
- Leveraged in-depth knowledge of SaaS systems, integrating process-automating software (Salesforce Field Service Lightning) for improved engagement and operational efficiency.
Customer Service Sales Advisor
Kinetico UK Ltd
Twickenham
02.2019 - 04.2021
- Achieved KPIs through outbound sales and collaborating on sales campaigns, driving revenue growth
- Handled inbound customer enquiries and solutions, incorporating upselling and cross-selling strategies for enhanced customer engagement
- Optimised engineer diary management for efficient scheduling
- Provided training for new team members on business processes and strategy
- Performed financial operations, including invoicing and account reconciliation
- Achieved a merit award in the form of a letter and reward for “Exemplary Performance” by the Managing Director of Kinetico UK.
Quality Assurance Advisor
Impact Skills Solutions
Johannesburg
09.2018 - 01.2019
- Deployed strategies for processing sales, retention, welcome, debt-collection, and debit order conversion campaigns through inbound and outbound calls
- Delivered calls based on client-approved quality assurance templates and maintained compliance criteria
- Developed quality assurance reporting templates, integrating advisor-level feedback and team scores into clients' coaching programs
- Enabled understanding of customer experience, including CSat and NPS, through outbound market research campaigns
- Supervised diverse outbound and inbound telephone calls, analysing ongoing market trends across industries.
Business Administration Apprentice
National Physical Laboratory
Teddington
09.2015 - 11.2016
- Collaborated on project execution and administration in the laboratory
- Achieved a City and Guilds Level 3 QCF Diploma in Business and Administration
- Gained diverse expertise in lab-wide procedures, Project Management Office tasks, and Communications coordination
- Facilitated efficient use of Microsoft Office for project-related tasks
- Led meeting arrangements, discussions with senior management, and proposed solutions
- Recorded meeting minutes and transcriptions for issue resolution
- Coordinated with team members for planning and organising events.
Education
GCSEs - 10 A* - B Grades
Waldegrave School for Girls
Twickenham, Richmond upon Thames 09.2011 - 07.2013
First Aid at Work -
St Johns Ambulance
2022
NVQ Level 4 - Sales Executive
Pareto Law
10.2021 - 01.2023
NVQ Level 3 - Business Administration
National Physical Laboratory
London 09.2015 - 11.2016
A-Levels - International Baccalaureate Diploma
Richmond upon Thames College
Twickenham 09.2013 - 06.2015
Skills
- Leadership
- Relationship Management
- Business Operations Enhancement
- Direct Sales
- Client Acquisition & Retention
- Documentation & Reporting
- Strategic Planning & Execution
- Campaign Management
- SaaS
- Account Management
- Customer Journey Mapping
- Training & Development
- Customer Data Analysis
Languages
English
Native
Timeline
Customer Experience Manager
DemandScience
09.2023 - 01.2024
Centre Director
Mathnasium
06.2023 - 09.2023
NVQ Level 4 - Sales Executive
Pareto Law
10.2021 - 01.2023
Customer Experience Manager
Kinetico UK Ltd
04.2021 - 05.2023
Customer Service Sales Advisor
Kinetico UK Ltd
02.2019 - 04.2021
Quality Assurance Advisor
Impact Skills Solutions
09.2018 - 01.2019
NVQ Level 3 - Business Administration
National Physical Laboratory
09.2015 - 11.2016
Business Administration Apprentice
National Physical Laboratory
09.2015 - 11.2016
A-Levels - International Baccalaureate Diploma
Richmond upon Thames College
09.2013 - 06.2015
GCSEs - 10 A* - B Grades
Waldegrave School for Girls
09.2011 - 07.2013
First Aid at Work -
St Johns Ambulance
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