Autosphere

As an Intelligent Automation Consultant with Autosphere, I specialize in consultative selling and the implementation of intelligent automation solutions. My role involves leveraging Autosphere's advanced RPA (Robotic Process Automation) and AI (Artificial Intelligence) technologies to develop efficient and scalable automation strategies tailored to the specific requirements of our clients.

Intelligent Automation Consultant 

Deel

* Pioneered the Isaac Pod, a dedicated Payments Support Specialist team focused exclusively on payments-related inquiries.
* Provided extensive assistance to clients in configuring payment methods and tracking payments made against invoices.
* Supported contractors in setting up their preferred withdrawal methods such as Bank transfers, Binance, Coinbase, PayPal, Wise, Payoneer, etc.
* Tracked and verified withdrawal transactions to ensure timely receipt of funds by contractors within specified ETA.
* Conducted manual verification/security checks to approve large withdrawal amounts and ensure transaction security.
* Escalated payment delay issues to the internal fintech team for prompt resolution while liaising with payment partners such as DLocal, JPM, and Wise to enable seamless payment transfers for contractors.
* Supervised and mentored new hires in managing customer queries via chat and email, guiding them on appropriate troubleshooting techniques to optimise customer satisfaction.

Support Specialist

* Provided comprehensive product assistance to diverse stakeholders via chat and email channels as a Support Specialist for the Deel platform.
* Demonstrated expertise in the field of EOR, providing support to clients and FTEs for a seamless onboarding experience.
* Assisted clients with the creation of contracts for ICs and FTEs, ensuring thorough review and signature processes.
* Proactively utilised Jira to escalate issues to internal teams for swift resolution of identified bugs, resulting in a seamless user experience.
* Maintained optimal QA standards for each ticket, prioritising timely service delivery and prompt resolution to customer queries.
* Achieved high levels of customer satisfaction by consistently delivering a world-class support experience to users.

Customer Support Specialist

Motive

* Promoted to Tier 2 Technical Support Engineer for Asset Tracking, responsible for managing and resolving escalated cases from Tier 1 Support for SMB, MM, and ENT customers.
* Provided back-end and front-end support by diagnosing and troubleshooting Asset Tracker issues to ensure continuous fleet operations for customers.
* Identified significant issues and trends and alerted the necessary stakeholders while comprehending the magnitude and scope of problems before escalating them to Tier 3 Engineers.
* Maintained excellent customer relationships by providing timely and efficient support, resulting in a high customer satisfaction rate and customer retention.
* Demonstrated strong analytical skills in conducting root cause analysis and providing solutions to recurring problems, thereby reducing the number of support tickets and improving the overall customer experience.

Technical Support Engineer

* Worked as a Technical Support Specialist, providing technical assistance to customers via email, chat, and voice channels for Motive.
* Conducted customer service analysis to identify bugs and issues within Motive's software and escalated them to product and engineering teams for prompt resolution.
* Performed troubleshooting procedures with customers, created and submitted cases while troubleshooting on the call, and provided prompt email support to customers when necessary.
* Demonstrated expertise in up-selling new products and features to customers, by providing comparisons and highlighting unique selling points (USPs) to drive fleet growth.
* Maintained high levels of customer retention by delivering 5-star support as per Motive's customer service standards, maximising the number of positive customer satisfaction (C-SAT) ratings for the organisation.

Technical Support Specialist

Convo.com

* Demonstrated expertise in managing and growing existing client accounts while developing new business opportunities in both US and local markets.
* Conducted successful demos via Google Meet sessions with US-based clients such as Ecessa Corp, SpectreGroup, and BlueRidge Community, as well as physical meetings with DMUs from various local companies, including ArchiveTechnologies, CyberVision International, SecondCup, and Pizza Hut.
* Responsible for creating result-driven email templates based on the prospect's niche.
* Conducted brief product demonstrations during meetings to highlight the unique selling points of the product and win the client's trust.
* Developed and implemented a strategic account management plan that increased customer satisfaction by 70%
* Collaborated with the product team to develop custom workflows tailored to the client's specific requirements, ensuring seamless integration of the product into their workflow.

Corporate Account Manager

Zones, LLC

* Top performing Corporate AE for FY19 with the generation of more than $700,000 in revenue in a quarter including Zones Pakistan's first largest SaaS sale to an ENT client worth $270,000.
* Consistently overachieved sales KPIs/Metrics per month in the team ranging from 100% to 150%.
* Achieved a SPIFF worth $7,000 from Lenovo on the successful completion of a project within the agreed SLA for an ENT client.
* Successfully managed and developed global sales for software and hardware products from Microsoft, Cisco, Dell, Lenovo, HP, VMware, and Adobe.
* Engaged various technical resources such as ISA, CSS, CE, ATE, and PPM to provide customised solutions to clients' projects and IT infrastructure, resulting in strong relationships with clients at the VP and C-level executives.
* Managed MM and ENT accounts, such as Balmain Paris, AAAE and Greylock FCU, while maintaining excellent customer service and providing 5-star support to clients.
* Expertise in order fulfilment, creating quotes/RFPs and flawlessly processing orders while meeting and exceeding client's/contract SLAs on quote delivery/order placement.
* Managed opportunities from week to week, created and managed sales forecasts to achieve monthly and quarterly goals and hands-on experience in CCW (Cisco Commerce Workspace).
* Provided comprehensive solutions on different software like Microsoft Azure, Veritas, RedHat, and VMware while also experienced in Microsoft CSP migrations, helping clients migrate to CSP from MPSA to get the most out of their ROIs.

Senior Corporate Account Executive

Mindbridge Private Limited

* Provided prompt and efficient resolution of customer complaints and queries as a Customer Support Executive for Uber through MindBridge Pvt Ltd, ensuring customer satisfaction through quality service delivery.
* Oversaw the customer service process, ensuring adherence to quality standards and resolving complex customer complaints and issues in a timely and effective manner.
* Assisted with the enrolment of new promotions and programs to enhance customer experience, contributing to the growth of the business.
* Mentored and helped new hires with their chat, emails and service delivery standards and best practices, ensuring a high standard of service across the team.
* Conducted quality assurance surveys to measure customer satisfaction and provided feedback to the management, contributing to the continuous improvement of service delivery.
* Fostered a positive and collaborative team culture by maintaining a pleasant working environment, contributing to the team's productivity and engagement.

Customer Support Executive

Arrows Communication LTD

* Generated sales and provided support to existing team members and new hires as a Senior Sales Executive for a UK utility campaign.
* Enhanced the accomplishments and competence of the sales staff by planning the delivery of solutions, answering technical queries for less experienced team members, teaching processes, and mentoring team members.
* Kept management informed by submitting activity and results reports, such as daily call reports, weekly work plans, and monthly and quarterly territory analyses.
* Monitored competition by gathering current marketplace information on the pricing of competitors.

Senior Sales Executive

Specialized in the consultative selling and deployment of intelligent automation solutions, leveraging advanced RPA and AI technologies to tailor efficient, scalable strategies for each client's unique needs. I bring 7 years of experience across IT, SaaS, and Fintech sectors, with a robust background in sales and support for SMB, MM, and ENT clients. My expertise includes identifying unique selling propositions and ensuring delivery of cutting-edge solutions and exceptional after-sales support. I have hands-on experience in EOR services and payment support, adept at navigating various payment platforms and methods. Skilled in numerous sales and business operations aspects i.e. order fulfillment, business development, technical support, sales processes, and client retention. I'm dedicated to optimizing client workflows and processes through intelligent automation and innovation, driving efficiencies and business growth.

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