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Work Background
S&P Global Market IntelligenceSenior Technical Relationship Manager
Dec. 2021Islamabad, Islāmābād, Pakistan• Collaborated with Account Directors and Relationship Managers to address technology needs for 55+ accounts with an ACV over $9 million, utilizing S&P Global resources (Product Management, Tech Support, etc.) for quick issue resolution and technology initiative implementation. • Assisted account teams with sales by answering technical product questions and conducting training sessions pre- and post-sale, ensuring clients understood product applications. • Delivered White Glove service to Strategic Accounts, boosting user engagement to prevent technology-related issues from negatively impacting account renewals. • Conducted regular Technical Account Reviews to identify service gaps and ensure clear communication with stakeholders. • Maintained proactive communication with Enterprise Level IT and Market Data contacts (monthly, quarterly) to update them on platforms and technology, while managing regulatory and risk reviews of technical environments and vendor changes. • Provided timely feedback to internal S&P Global Product teams on client technology directions and relayed updates to clients. • Took ownership of product packaging and ensured seamless deployment of solutions, with thorough testing and clear communication throughout the process. • Oversaw deployment of new platforms and product updates, as well as retirement of legacy systems, ensuring timelines were met for assigned accounts. • Led Single Sign-On implementation projects, acting as the primary contact for stakeholders and providing ongoing support for post-implementation issues.
S&P Global Market IntelligenceAssistant Manager
May. 2020 - Dec. 2021Islamabad, Islāmābād, Pakistan• Collaborated with leadership team members to drive departmental goals, focusing on team development, training, workflow management, strategic initiatives, status reporting, and effective communication with downstream teams. • Worked closely with managers across various locations to align and advance broader departmental objectives. • Monitored all workflows actively, utilizing available tools and performance metrics to prioritize, track, and allocate resources, ensuring timely resolution of customer technical issues. • Delivered onboarding and refresher training programs for new hires and existing employees to enhance team competency. • Managed the dissemination of regular updates (daily, weekly, monthly) to stakeholders, ensuring transparency and alignment across domains. • Engaged in strategic initiatives to advance departmental goals, leading and ensuring timely completion of inter-office projects and assignments. • Organized team-building activities and collaborated with counterparts in other offices to foster broader participation and strengthen team cohesion. • Implemented strategies to mitigate departmental risks and maintain operational capabilities 24/7.
S&P Global Market IntelligenceSenior Associate Application Support
Dec. 2016 - May. 2020Islamabad• Served as a technical escalation point for S&P Capital IQ products, collaborating with international clients to resolve complex technical issues. • Analyzed client issue patterns to design and implement long-term solutions. • Authored and maintained comprehensive technical product documentation. • Contributed to the enhancement and refinement of support processes and tools. • Provided internal support for Skytap, a flexible virtualization platform used to replicate complex client environments. • Trained team members on new solutions and product knowledge to enhance overall team competency. • Initiated and implemented projects to foster a lean culture within the team. • Conducted User Acceptance Testing (UAT) for various products. • Participated in multiple Lean Projects aimed at improving processes and project outcomes. • Engaged in Scrum meetings with Platform Development Teams to align on project goals. • Implemented industry best practices to support Customer First initiatives. • Recognized as Specialist of the Quarter and awarded Lean and Automation Specialist on multiple occasions. • Gained expertise in Agile and Automation best practices, applying them to various projects within the role.
Vertical Systems IncManager Technical Support & Operations, Pakistan Office
Jan. 2014 - Sep. 2016Islamabad• Assisted senior management in developing and implementing long-term strategies and goals, ensuring proper documentation during merger and acquisition phases. • Participated in the recruitment process for the PK Office Teams, contributing to building a skilled workforce. • Provided training and technical support to the Support Team, while developing and maintaining operational procedures. • Proactively identified gaps, risks, and issues, navigating organizational structures to implement effective resolutions. • Managed staff and key vendors delivering service desk operations, overseeing motivation, hiring, performance reviews, and training initiatives. • Developed, managed, and reported on key service-level metrics, including average response time, first-contact resolution rate, mean time to repair, and end-user productivity. • Delivered enterprise projects on time and within budget, adhering to established project management, SDLC, and compliance methodologies. • Conducted end-user satisfaction surveys and communicated results, developing action plans to address areas for improvement. • Promoted the disciplined use of a knowledge repository to enhance information sharing across all levels of IT service and support. • Actively participated in change, asset, and problem management teams to increase call avoidance, improve asset utilization, and reduce end-user downtime. • Performed trend analysis and developed action plans to enhance service timeliness and reduce operational costs. • Gathered feedback from various departments to inform future enhancements and improve accuracy. • Acted as a liaison between customers and internal teams to identify and resolve system gaps and bugs, ensuring follow-up with end users in accordance with company policies. • Contributed to the formulation and execution of various projects using contemporary project management practices.
Vertical Systems IncManager, Customer Success
Jun. 2013 - Jan. 2014Islamabad• Led a high-performing Customer Services team, driving initiatives to enhance customer satisfaction and engagement. • Managed and coordinated the successful installation of 50 new accounts, facilitating effective communication between internal teams and customers. • Developed and implemented procedures and policies for the Customer Services team to optimize customer satisfaction, overseeing the full recruitment cycle for new team members. • Handled communication and correspondence for over 400 business accounts, ensuring timely and effective responses to client inquiries. • Established a customer feedback process and proactive engagement strategies to maximize customer satisfaction and retention. • Investigated and resolved customer issues, effectively addressing complaints and major incidents, including security concerns and emergencies; issued compensation to dissatisfied customers as necessary, while maintaining accurate records of interactions. • Created and refined customer service procedures, policies, and standards, collaborating with other managers to identify and implement improvements. • Participated in staff recruitment and performance appraisals, providing training to ensure the delivery of high-quality customer service. • Stayed abreast of industry developments and best practices in customer service to continuously enhance the team's effectiveness.
Vertical Systems IncManager Technical Support
Nov. 2010 - Jun. 2013• Led a team of Supervisors and Technical Support Engineers to consistently meet Service Level Agreements (SLAs). • Recruited, hired, and trained Technical Support Engineers, fostering their growth to independently understand and resolve technical issues. • Developed and implemented an escalation process for efficient problem resolution within the Support Team. • Conducted research and analysis on the current CRM system used by the Support Team, assessing requirements for a new system to guide the selection process. • Established key performance indicators (KPIs) to evaluate Technical Support Engineer and Supervisor performance, conducting quarterly and annual reviews. • Initiated a program targeting frequently occurring issues to reduce customer complaints and enhance service quality. • Collaborated with the engineering team to deepen product understanding, contributing to the development of user manuals and product demonstrations for both the team and customers. • Engaged in long-term and short-term strategic planning, implementing process changes to improve operational efficiency. • Managed performance evaluations, progressive discipline, and coaching for team members, identifying areas for improvement. • Facilitated communication between the support team and other departments, ensuring the dissemination of information from senior management and sharing team needs and achievements. • Enhanced productivity by identifying deficiencies and recommending policy or process changes to achieve organizational goals. • Oversaw Quality Control Management in collaboration with the QC team, presenting findings that identify best practices and efficiencies. • Created proposals and reports for product enhancements and process improvements. • Commissioned specialized research in relevant subject areas to inform decision-making. • Maintained comprehensive support documentation, including solutions, problem resolutions, and knowledge base updates.
Vertical Systems Inc.Support Supervisor
Nov. 2005 - Apr. 2010• Supervised a team of Customer Support Engineers, effectively managing shift operations and distributing workloads to ensure timely issue resolution. • Assessed and reported critical and recurring issues to management on a daily basis, facilitating proactive problem-solving. • Played a key role in the hiring and training of Technical Support Engineers, ensuring team readiness and competency. • Participated in product development sessions, contributing to the creation of manuals and documentation for product features and functionalities. • Conducted quarterly and annual performance reviews for Technical Support Engineers, providing feedback and guidance for professional development. • Collaborated with fellow supervisors to address operational issues and ensure smooth shift handovers, maintaining continuity of service. • Ensured all products and services were functioning properly during shifts, overseeing online and technical support for systems in North America and Europe. • Researched, developed, and maintained documentation for various ongoing projects within the organization. • Engaged in troubleshooting and daily interactions with customers to resolve technical issues and enhance customer satisfaction. • Authored manuals and documented processes to standardize operations and improve knowledge sharing within the organization. • Researched new technologies and methods to drive business upgrades and enhance service delivery. • Assisted in marketing the company’s products and developing competitive strategies to improve market positioning. • Reported on and evaluated various processes within the organization to identify areas for improvement. • Managed administrative and logistical requirements for the shift, ensuring operational efficiency.
Vertical Systems Inc.Technical Support Engineer
Dec. 2004 - Nov. 2005• Managed incoming customer requests, ensuring the team consistently met Service Level Agreements (SLAs). • Implemented and maintained support tools and technologies to deliver effective solutions to clients. • Maintained an accurate and up-to-date client support database to track issues and resolutions. • Adhered to established support team processes, tools, and best practices to ensure efficient service delivery. • Contributed to process improvements, technology enhancements, and organizational efficiency initiatives. • Fostered a collaborative team environment, encouraging creativity and teamwork as standard practices.
Touchstone CommunicationsCustomer Support Representative
Oct. 2004 - Dec. 2004• Telemarketing of Mortgage products in the United States of America.
Trade Wall InternationalProject Developer
Sep. 2004 - Dec. 2004developed a software for a construction company
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