TCP Software

Customer Relationship Management - Nurture and establish relationships with key customers, decision-makers, and important stakeholders to enable quality solution planning, delivery execution and governance of the projects.

Handling and leading a book of business of 250 accounts ($3.6 Million ARR), and achieved over 106% in NRR.

Successfully converted over 20 business partners to long term (1-5years) contracts within the first 03months in my role.

Churn Risk management: Identify red accounts and plan a risk management response to retain clients.

Account Planning & Renewal Management -  Partner with Account managers/Sales to drive conversations with customers that define and prioritize their strategic business goals with our range of solutions offered at TCP (various SAAS products).

Opportunity and Expansion Management – identify and bring forward customer insights to the decisionmakers to support them in identifying and producing opportunities. Close follow-up to ensure a conversion.

Lead the delivery of new product releases and check-in with customers to help them achieve their goals. Set up quarterly/monthly cadence with each account.

Close follow-through on new product updates and technical competency that supports customer advice, helping clients achieve their business goals

Customer Success Manager

Ravi Toastmasters Club

Vice President of Public Relations (VPPR)

Club Secretary

I have helped companies, startups, SAAS, academics, & professionals as a Content Writer.

3+ years as freelance content writer & website copywriter

○ What have I worked on? 

🎯 On-page & off-page SEO content writing
🎯 Social Media Content & Copywriting
🎯 Academic Research Projects
🎯 SAAS-specific Content
& 
🎯 Resume Writing/ Reviews
🎯 Content Writing for Digital Marketing
🎯 Onboarding content 
🎯 Blogposts
🎯 Knowledge base

📌My niche? 
SAAS, website, SEO focussed, fashion, travel, real estate, education, F&B, e-commerce, guides, research-oriented.

○ Here's how we can work together for a content writing project: 

- You will DM me or email me at sherbanokhanzada1@gmail.com 
- Get on a quick 15min call
- Discuss about what you're looking for, 
How I will work on it for you in small bite-sized steps & then
Set a timeline to for completion 

You'll be worried about revisions but I'll share a draft before the final copy to ensure everything is perfect! 🤌🏻

Then I get to work. 

Send over your content writing project details now!

Content Writer & Copywriter 

Motive

Serving as the dedicated relationship owner for over 120 Commercial accounts.

Accountable for accounts accumulating to 2.5M ARR across 6 months

Maintained over 90% NRR consistently for my book of business

• Forecasting high-risk accounts and implementing risk management practices.

Above 100% completion of setting expectations for the CSM role.

Identify and create strategic opportunities focus on client retention, account growth, excellent customer service experiences, and superior operational success.

Handled the Commercial to Midmarket segment accounts

Creating value for Motive's new product launched & ensuring product adoption to meet customer needs.

Conduct Executive, Quarterly and Annual business reviews (QBR & EBR) for each customer. 

Complete lifecycle management of a accounts and their contract renewal.

Liaison for the customer and Motive's departments like Support, Tier 1, Tier 2, Tier 3, Professional Services, Legal, Development, Sales, Media & others.

Regularly evaluate the quality of product offerings and services, while implementing efficiencies that support, improve, and streamline workflows to ensure 100% customer satisfaction.

Customer Success Manager (CSM), Commercial

Foxtek Systems Pvt. Ltd.

Business Analyst & Customer Success Manager (CSM)

RepairDesk - Repair Shop POS Software

Training and onboarding 10-20 customers/month as per their usage/requirements of the POS software.

Weekly to Monthly followups for customer success management & expansion via call/email.

Closely worked with CSM to create opportunities for expansions. 

Up-selling & upgrading customer packages.

Retained & expanded 85% of the customers under my portfolio.

Ensuring 100% smooth customer service experience while they are on-boarding and post-trainings.

Software Trainer & Customer Onboarding Specialist 

Managed 60+ Inbound & Outbound calls, emails & chats everyday.

Collaborative work with CSM & development team as the liaison between customer & other departments.  

Employee of the Month for ×3 consecutive months.

Consistently maintained a 10-sec chat response time & 05-sec call response time.

Resolving product related queries with 100% customer satisfaction. 

Training and onboarding new customers as per their requirement and usage of the software. 

Maintaining customer portfolios for company record keeping and forecasting future up-sells.

Customer Support Executive

TRG - The Resource Group

IBEX - Western Union Campaign
• Handle 100+ calls daily, with duties including signing up new customers, retrieving customer data, presenting relevant product information, and canceling services

• Assisting Customers with their day to day transactions and Core problems.

• Received an 95% exemplary customer satisfaction rating to date

• Ability to multi-task between 3-4 tasks simultaneously. 

• Problem-solving skills with a benign attitude.

• All-rounder 100% product knowledge

• Answer customer calls promptly to avoid on-hold wait times. Maintained 5sec response time.

Customer Service Representative

Samba Financial Group

• Worked with Customer Relations Manager and their Team.

• Learned banking procedures, particularly account opening, money transfer types and book keeping.

• Promoted customer services focused on assisting clients with their individual issues with strong attention to detail. With assistance with the Customer Relations Managers.

Consumer Banking Intern

The Coca-Cola Company

• Structured & carried out 01 Field Research on Brand Perceptions about a few of their products

• Presented 15+ innovative ideas for CokeFest to the Board of Marketing Directors

• Discussions with the Country Head on the current status of Pakistan’s economy & how modern marketing is taking precedence with the evolving technology.

Marketing Intern

Progressive Education Network

• Worked with experienced professionals on analysing annual reports of 100+ institutions.

• Analysed Data using SPSS for 500+ students in government funded schools.

• Learned how to improve conditions of 100+ local educational institutions economically on a wider scale.

•  Visited 01 Public Schools to carry out creative activities for pre-middle school students 
which were otherwise unaffordable due to minimum allocation of funds.

Human Resources Intern

Hi there! I'm Sherbano Khanzada & I hope you’re having a wonderful day.

My expertise are Customer Success Management and Content writing. 

As a freelance content writer:
- I've worked on over 175+ projects as a freelance copywriter & content writer in 3+ years
- On-page SEO & off-page SEO content articles 
- Research focussed writing work
- 100% Plagiarism-free content 

Content that is optimized and strategized for your business needs, will help it grow. 

I’m also experienced in:
○ Customer Success Management (CSM )for 3+ years, 
○ Revenue Generation and Client Retention
○ Product Adoption & enhancement
○ Onboarding SAAS products & Support Management roles

𝙇𝙚𝙩'𝙨 𝙘𝙤𝙣𝙣𝙚𝙘𝙩:
📩 𝘀𝗵𝗲𝗿𝗯𝗮𝗻𝗼𝗸𝗵𝗮𝗻𝘇𝗮𝗱𝗮𝟭@𝗴𝗺𝗮𝗶𝗹.𝗰𝗼𝗺
 📤 DM me your project brief and let’s write!

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