Sana Zeb

SANA ZEB KHAN, MBA,FCCA E-mail:- Tel no: - France P E R S O N A L P R O F I L E FCCA , MBA in Marketing & Finance Over 10 years of professional experience (Leadership, customer care, Customer experience management, Sales management, Business process improvement, Digitalization, Churn management & reduction, Customer retention, relationship management, NPS expert, CSAT expert, Strong Analytical skills) Detailed oriented and hands- on experience in customer lifecycle management to enhance experience at all customer touch points & interactions Strong communication, presentation and interpersonal skills P r o f e s s i o n a l E x p e r i e n c e Freelancing Digital Marketing Consultant Apr 2012 – To date Helped my clients with their digital marketing needs as a consultant Planning digital marketing campaigns, including web, SEO/SEM, email, social media and display advertising Design, build and maintain social media presence Identify trends and insights, and optimize spend and performance based on the insights Optimize content for the website and social networking channels such as Facebook, Twitter, Instagram, Google Plus, etc. Work on SEO of the website pages. Conduct on-site and off-site analysis of clients in various industries. Payoneer July 2019 – To date Customer Success Manager Managing an annual portfolio of 60 Million USD of the region with growth and retention targets. Strengthening existing relationships and creating new ones to maximize acquisition, retention, and up-sell. Prepare and implement account development plans per key account to maximize engagement and opportunities with clients. Contributing in growing the company’s capability in financial services industry and developing the vision and plan to execute a go-to-market strategy, collaborating with the analytics, business development managers, sales and delivery teams to develop offerings and cross-selling to existing clients and prospects. Collaborate with various teams around the world (sales, marketing, partnerships, operations, product) and being the voice of the customer. Driving events, below the line activities and representing Payoneer in industry forums to drive awareness. Reviewing and proposing process improvement that drive client and market penetration. Building business success stories and case studies. Maintaining all information of customer activity within CRM platform. Drafting various business reports for management forums. Telenor June 2013 – July 2019 Assistant Manager Customer Services Heading Contact Centre & customer care having both inbound and outbound customer relation teams both in house & outsourced vendors. Ensuring world class services to all Voice, webchat, email & social media customers Responsible for complete end to end world class service to the customer and gauging customer experience through Net promoter score and CSAT, DSAT parameters at all customer touch points Ensuring standardized services across all touch points to meet customer expectations Driving the agenda of digitalization within the organization where focus is to divert volumes from conventional channels to self-service channels i.e. Telenor app, IVR and website Managing call center KPIs i.e. SL, AHT, Quality and people centric KPIs Managing customer life cycle by coordinating with all related departments; sales, call center, CEM, pricing, marketing communications, regulation etc. while launching and executing campaigns for operational excellence and keeping in view customer experience Churn Reduction & Loyalty Programs Leadership Regular monitoring of team skill set to identify areas for improvement and devising a comprehensive training programme Manage talent review and training development programs of the domain to provide regular feedback to improve job performance Setting and meeting performance targets for speed, efficiency, sales and quality Digitalizatio Tetra Pak September 2011 – June 2013 Finance lead Track expenses and revenues vs. budget and reforecast and analyze fluctuations Prepare and review monthly, quarterly and yearend financial reports Providing financial support to the business units; supporting the annual budgeting and forecasting processes Ensuring a systematic, disciplined approach to evaluate and report on the effectiveness of risk management, control and governance processes by assessing the level of risk involved in each area and establishing a risk focused programme of work that ensures effective and efficient control environment. ACCA September 2008 – August 2011 Finance Associate Ability to compare current practices with best practices and identifying the gaps/risks and recommending management controls for these gaps/risks Monitors compliance with generally accepted accounting principles (GAAP) and company procedures Monthly reporting to planning team in UK and identifying variances, devising strategies to control over and under spent P R O F E S S I O N A L Q U A L I F I C A T I O N S MBA Marketing & Finance Lahore School of Economics 2016 ACCA Member Became Affiliate in 2008 and Member in 2010 2010 BSC Hons. Applied Accounting Oxford Brookes University - United Kingdom 2008 Professional Skills Trainings & Workshop Extra-Curricular Operating, CRM, SAP, Salesforce, BO, Power BI , Siebel , Oracle & Quick Books Leadership training by Navitus Organizing events Preparing reports, Proposals & Presentations Communication with Candor Reading professional articles and browsing journals for the latest clothing trends Working under Pressure and tight schedules Workshop on problem solving and decision making from LUMS Playing Badminton, squash and table tennis References will be furnished on demand