Ali Haider

A professional with 19+ years of experience with a strong background in customer service, Operations, sales, and marketing. Proven track record in building successful client relationships and driving business growth. Skilled in strategic planning and executing effective marketing campaigns.

Tech Support Engineer at Next Generation Technologies (2024-01 – Present)

• Manage and administer SaaS-based applications, including Google Workspace, Microsoft 365, Slack, ServiceNow, and other enterprise tools used by the client organization.
• Execute end-to-end user lifecycle management, including onboarding, offboarding, access provisioning, and account deactivation across multiple platforms.
• Coordinate with client HR and IT departments to ensure timely account setup for new hires and secure access termination for departing employees.
• Place and track IT equipment orders (laptops, accessories) for new employees and manage the retrieval of hardware assets during offboarding.
• Maintain compliance with data security and access control policies, ensuring adherence to company and client IT governance standards.
• Handle daily operational requests and incident tickets related to user access, permissions, and SaaS configurations in accordance with established SLAs.
• Perform technical evaluations and compliance audits of Cisco network devices worldwide to determine eligibility for license renewal.

Marketing & Relationship Manager at Matador Solution (2023-01 – 2024-12)

Achieved 25% better customer satisfaction | 30% revenue growth in 2nd quarter

• Develop and implement comprehensive marketing strategies to drive brand awareness, customer acquisition.
• Manage the team of marketing professionals, providing guidance, setting goals, and evaluating performance to ensure optimal productivity and results.
• Building and maintaining profitable relationships with existing and potential customers.
• Review, understand, and resolve customers' problems quickly and efficiently.
• Oversaw branding initiatives, including approving flyers, magazine advertisements, standee designs, and other promotional materials to ensure alignment with brand guidelines and market positioning.

Customer Support Specialist (Live Chat) at IBEX (2022-01 – 2023-12)

• Daily operations of Walmart online orders.
• Resolve the daily queries according to the situation.
• Investigate the matters through the knowledge base and KPI's.
• Directly contact the Walmart physical stores & FedEx via phone calls to arrange deliveries.
• Analyzes the customer's complaints & identifies the issues to resolve immediately.
• Reviewing the customers' accounts and identifying the fraudulent activities.

Customer Support Specialist (Live Chat) at Mindbridge (2021-01 – 2022-12)

I have achieved a milestone of 96.8% CSAT

• Provide prompt and courteous assistance to customers via live chat, addressing their inquiries and resolving issues related to accounts and transactions.
• Utilize in-depth knowledge of Revolut products and services to guide customers through account setup, navigation, and troubleshooting.
• Demonstrate empathy and understanding while assisting customers with sensitive issues such as account security concerns or transaction disputes.
• Collaborate effectively with internal teams to escalate and resolve complex customer issues, ensuring a seamless resolution process.
• Foster positive relationships with customers by building rapport and providing personalized support, contributing to high customer satisfaction and retention rates.

Customer Support Specialist (Email Support) at Mindbridge (2018-01 – 2021-12)

I Have resolved 250 emails in a day

• Respond to customer queries in a timely and accurate way via Email.
• Identify and assess customers' needs to achieve customer satisfaction.
• Build sustainable relationships and trust with customer accounts through open and interactive communication.
• Provide accurate, valid, and complete information by using the right methods/tools.
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
• Keep records of customer interactions, process customer accounts, and file documents.
• Follow communication procedures, guidelines, and policies.

Assistant Manager at Lahore Waste Management Company (2013-01 – 2017-12)

Managed and onboard 10,000 employee's data verification and uploaded within a week

• Monitored and supervised all departmental operations to ensure smooth execution of waste management services across assigned zones.
• Coordinated with field supervisors, contractors, and internal teams to resolve operational issues promptly and maintain service quality.
• Ensured compliance with company policies, health & safety standards, and regulatory requirements during all operational activities.
• Reviewed daily operational reports to identify inefficiencies and areas for process improvement.
• Collaborated with management to develop and refine operational strategies based on on-ground insights and performance analysis.
• Oversaw resource allocation, including manpower, equipment, and vehicles, to optimize productivity and minimize downtime.
• Prepared and presented operational performance reports to senior management, providing recommendations for strategic improvements.

Price Controller at Saudi Oger Ltd (2010-01 – 2012-12)

Managed pricing analysis for hundreds of procurement transactions, supporting accurate budgeting and cost control across multiple projects

• Controlled material and equipment pricing to ensure cost-effectiveness.
• Researched market trends and identified reliable, competitive vendors.
• Evaluated quotations and negotiated terms for cost savings without quality loss.
• Verified purchase orders and invoices for pricing and delivery accuracy.
• Prepared reports on pricing, vendor performance, and budget efficiency.
• Maintained up-to-date records of pricing data and vendor contracts to support accurate forecasting and budgeting.

Assistant Area Manager Sales at Packtech Pvt Ltd. (2010-01 – 2010-12)

Achieved a 95% customer retention rate through proactive relationship management and responsive customer support

• Supervised and guided the sales team by delegating tasks and monitoring performance.
• Consistently achieved assigned sales targets and revenue goals.
• Built and nurtured long-term relationships with existing and key customers.
• Attended management meetings and prepared reports on sales activities and results.
• Trained and mentored new sales team members to improve efficiency and skills.
• Developed and implemented effective sales strategies to drive growth.
• Resolved customer issues promptly to maintain satisfaction and trust.
• Planned effective sales strategies.
• Handled administrative duties, including accurate sales records and reporting.

Sales Executive at Packtech Pvt Ltd. (2007-01 – 2010-12)

• Met clients through virtual meetings and in-person visits to understand their needs.
• Presented and demonstrated packaging solutions tailored to customer requirements.
• Developed new business opportunities and expanded the client base.
• Maintained proper sales records and documentation for smooth operations.
• Consistently achieved sales targets and contributed to revenue growth.
• Negotiated pricing and terms with clients to close profitable deals.

M.S in Marketing – University of Management and Technology (2025-01)

Bachelors in Business Administration (Honors) – Superior University Lahore (2004-01 – 2008-12)