Celeste Francis

Account management and client relationship professional with 10 years of experience across corporate sales, customer success and customer service in international, target-driven environments. Skilled at building long-term relationships with corporate and global clients, handling escalations calmly and communicating professionally by phone and in person. Has led and trained teams, supported hiring and worked directly with senior leadership.

Experienced in SOP management, building SOPs and checklists. Strong command of English communication skills, written communication and email etiquette.

Community Sales Manager at IWG (International Workplace Group) (2025-01 – Present)

• Closed PKR 4 million (~USD 14,400) in sales from a single corporate client in Turkey, managing the relationship from negotiation through deal closure.
• Sold office space in Karachi worth PKR 600,000 (~USD 2,200), maximizing center occupancy and meeting sales targets.
• Managed accounts and built pipeline in Saleshub CRM for global corporate clients, covering the full sales cycle from lead generation and prospecting to negotiation and closure.
• Held combined responsibility for sales, operations and front desk, meeting and greeting clients at the center.
• Improved client retention through proactive engagement, renewals and ongoing relationship management; resolved escalations promptly to protect service quality and client experience.
• Led new client onboarding for a seamless transition; tracked client requests through ticketing systems to meet turnaround-time (TAT) targets.
• Oversaw daily center operations and managed vendors for facilities, IT and maintenance; supported hiring by interviewing, training and onboarding new employees.

Executive Secretary at Kings Group (2024-01 – 2025-01)

• Primary liaison to the CEO: coordinated daily operations and executive communications, and managed the executive inbox with zero unread backlog.
• Met and greeted corporate clients and consul generals, welcoming them in a professional and courteous manner.
• Coordinated executive meetings and recorded detailed minutes; maintained confidential records with zero data breaches.
• Built streamlined filing systems and cloud-based backups, speeding up document retrieval and preventing data loss.

HR Manager at NGENTS (2022-01 – 2024-01)

• Ran end-to-end HR for 80+ employees across 3 branches, covering technical and non-technical staff.
• Reduced employee turnover by 15%, improving retention and workforce stability.
• Prepared and managed HR documentation, including offer letters, termination letters and other HR templates.
• Delivered 48 annual training programs on product knowledge, professional appearance and personal development; closed all technical and non-technical hiring to keep teams fully staffed.

Executive Search Consultant at PrimeHR (2021-01 – 2022-01)

• Managed C-level and corporate recruitment pipelines, screening 200+ resumes per month through LinkedIn, Indeed and Rozee.pk.
• Managed talent acquisition and candidate tracking in Zoho, keeping executive-search pipelines organized from sourcing to shortlist.
• Ran end-to-end executive search for clients including Unilever, Fauji Fertilizer, IBA and Amreli Steels, improving client satisfaction with tailored candidate recommendations and referrals.

Assistant Customer Success Manager at Foursource Germany (2018-01 – 2021-01)

• Built and led a 30-person Customer Success team, personally training staff and giving performance feedback to lift productivity and hit KPIs.
• Reduced client churn by 70% through proactive escalation handling, consistent follow-ups and structured client feedback management.
• Lead speaker at 17 annual international webinars, presenting the product to 2,000+ global attendees.

Customer Support Executive at IBEX (BPO) (2016-01 – 2017-01)

• Beat monthly sales targets by 45% for 12 consecutive months while handling 60+ customer calls daily with professional phone etiquette and a 92% customer satisfaction rate.
• Resolved issues within a 24-hour TAT and kept accurate customer records.

Diploma in Hotel Management – PITHM (2016-01 – 2017-01)

Higher Secondary Certificate – St. Joseph's College for Women (2011-01 – 2013-01)