Faryal Qureshi

Results-driven Client Success and Operations Specialist with proven experience managing international B2B and B2C accounts. Adept at handling end-to-end remote operations, resolving customer escalations, and exceeding KPI targets. Highly proficient in VoIP communications, CRM navigation, cross-channel support, and executing digital campaigns for US-based markets.

Remote Account Manager & Operations Specialist at Kettle & Oak (2024-08 – Present)

• Account & Portfolio Management: Managed end-to-end client lifecycle operations for a high-volume portfolio across multiple US regions (Greater Chicagoland Area), ensuring seamless service delivery and client satisfaction.
• B2B Stakeholder Management: Built and maintained strategic relationships with government agencies and non-profit organizations, ensuring strict compliance with regulatory documentation and subsidized program guidelines.
• Digital Marketing & Lead Generation: Executed multi-channel digital campaigns across premium platforms to drive B2C leads, optimize conversion rates, and actively reduce service turnaround times.
• Client Onboarding & Compliance: Conducted comprehensive evaluations, background checks, and income verifications to facilitate smooth onboarding and contract execution.
• Field Operations Coordination: Oversee and schedule physical security checks and maintenance dispatches across submarkets. Mobilized emergency response teams and maintained transparent updates with property owners.
• SLA Achievement & Collections: Managed high-volume payment collections and ledger reconciliations. Over a 6-month period, successfully collected $59,403 against a $60,172.50 average collectible baseline, achieving an outstanding 98.72% collection rate.
• Delinquency Mitigation & Negotiation: Actively engaged with clients to negotiate and establish structured payment plans, resolve account discrepancies, and minimize overall portfolio default rates.

Marketing & Communications Intern at Sui Southern Gas Company (2023-07 – 2023-08)

• Led a creative team in scriptwriting and video production for a high-profile national campaign, ensuring messaging alignment and timely delivery.
• Maintained structured filing systems and records to streamline cross-departmental communication and optimize operational workflows.

Freelance Account Manager & Technical Writer at Self-Employed (2021-01 – 2022-01)

• B2B Client Acquisition: Sourced and secured professional freelance projects and B2B client contracts, managing overall project scope, tight deadlines, and client expectations.
• Vendor Management: Recruited, vetted, and coordinated external suppliers and freelancers, delegating tasks and managing quality control SLAs to ensure timely execution.
• Technical Documentation: Authored comprehensive user guides and instructional articles for WPS Office, converting complex software functions into clear, user-friendly B2C documentation.

MBA in Marketing – Institute of Business Management (2023-09 – 2026-01)

BBA (Hons.) – Iqra University (2018-09 – 2022-05)