Syed A. Quadri
syedquadri07@gmail.com | (949)439-0393 | 2521 W Sunflower Avenue, Santa Ana, CA 92704 PERSONAL PROFILE A resourceful business professional with excellent communication skills and a keen eye for detail and accuracy. Demonstrates strong customer service and troubleshooting skills while performing effectively in high-pressure environments. Confident in acquiring new skills and making critical decisions. Promotes innovative thinking and teamwork. Possess sound work ethic with strengths in analysis, initiation, and delivering results.
SUMMARY OF QUALIFICATION Project Management & Analysis Actively participate through all phases of project life-cycle. Prepare project documents, implementation procedures, procurement contracts, and necessary supplements. Outline schedules, timelines, tasks, resources, and business requirements. Establish project scope and capacity through QA, GAP, and risk analysis to rationalize expectations. Process Management Aggregate functions and processes to streamline and/or optimize business activities with organizational goals. Identify existing process weaknesses and design “to-be” processes by accounting for process workflow, determinant factors, escalations, and Standard Operating Procedures. Use a combination of theoretical and variable inputs to model “what-if” analysis on the processes. Execute required steps of processes by implementing into practice the application as defined. Monitor individual processes to track and compare against pre-determined baseline activity. Re-engineer processes to achieve “best” outputs. Write requirements for all system modifications and update procedures and user documentation. Information Management Deploy systems and provide support to solidify data flow, structure, usability, and integrity of the CRM environment. Optimize, integrate, and resolve logistic weaknesses through series of applications and control audits. Administer environments of user accounts including installation, registration, and permission rights. Secure data vulnerability by performing back-up, recovery, and security tests. Writing & Communication Produce a variety of internal/external documents for administrative, clients, users, and marketing purposes. Use appropriate language and writing style to prepare content for notifications, user guides, marketing collateral, contracts, proposals, and reports. Incorporate proper use of software and design principals to design and layout for various media platforms. Customer Service Interact with clients and prospects to build rapport and cultivate relationships. Identify the needs and address solutions to improve customer experience, response, and retention. Maintain positive attitude by demonstrating professional etiquette with conflict resolution in timely matter. Implement user-centered influence to market, serve, and manage client base.
RELEVANT WORK EXPERIENCE Client Relations Specialist, Pharralon Capital, May 2010 - Feb 2012 • Responsible for exceeding budgeted financial goals in one or more key customer retention categories including reinstatements, customer longevity, load ups, and cross sell a variety of communication media including invoice text, inserts, email and digital marketing. • Initiate and manage a diverse range of customer retention campaigns and initiatives involving idea generation and exploration, proposal presentation, and oversight of creative and production processes and execution. • Analyze campaign outcomes in detail using a variety of proprietary software applications to draw insight and present results clearly to facilitate sound decision making on next steps. • Build detailed, bottom-up annual budget for areas of responsibility. Supply key inputs to the quarterly reforecast, using the most accurate, up-to-date information available. • Participate in a variety of special projects as requested, including explorations of system or process improvements, new retention categories, and joint projects with other departments. • Worked closely with Customer Service, Marketing Services and Operations to develop and maintain a customer-focused attitude toward activities, concentrating on those that most strongly contribute toward improving customer lifetime value. Account Recievable Associate, IRUSA, Feb 2009 - Mar 2010 • Managed all aspects of a $4+ MM pledge receivables account and lead a team of 4-6 members with efforts in customer relations, invoicing, process and record maintenance. Continued...
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Increased receivables collection rate by 14% by initiating improved marketing and record processing implementation. Produced user manual to all pledge matters comprised with flow diagrams, screenshot images, and written instructions by facilitating discussion between technical staff, management, and operations to map intersecting processes and in accordance with industry and regulatory compliances. Self-attained advance knowledge of the Raiser’s Edge CRM software and trained all-level personnel with useful navigation tips, features, and functions not being used. Used MS Excel to organize, optimize, and verify integrity of constituent records and generate target-specific data lists through the CRM software. Re-structured the CRM database by sorting, filtering, and consolidating multiple tables to reflect accurate customer information and financial history. Reported to senior management market research, non-profit strategy, and fund raising opportunities to achieve goals of the mission. Created effective marketing material by coordinating with specialists to produce collateral, payment forms, and customizable correspondence materials. Provide support during company events, projects, and trade conferences. Awarded 2010 In House Design Award by Graphic Design USA for illustrations provided in the organization’s 2008 Annual Report: “Together, We Get the Job Done...”.
Sales Manager, AT&T, Dec 2007 – Mar 2010 • Report directly to Director of Operations and awarded Manager of the Month on multiple occasions. • Consistently achieved operating quotas, profits, and customer ratings while reducing overhead expense and product subsidy. • Improved sales profit and volume by developing approach to target corporate and small business clients. • Maintained product knowledge, brand standards, and day-to-day activity to render a beneficial environment. • Enforced internal control policies and procedures by reviewing all customer contracts, staff activity, customer issues, inventory and cash levels. • Motivated staff to meet goals by providing mentorship and training sessions to build inter-personal skills, sales techniques, and time management. Operations and Information Technology Manager, Touchstone Capital Group, Feb 2005– Oct 2007 • Planned and managed day-to day IT and operations for company with 40 employees, including budgeting, forecasting, and professional development of technical staff. • Established and implemented operational procedures and audits in compliance with company and industry standards and regulations. • Coordinated project life-cycle by setting deadlines, assigning tasks, and monitoring progress including performance reports and user feedback. • Liaised with contract and project management teams to assess client needs and provide solutions. • Installed, troubleshot, and supported 50 workstations, including hardware, software, networking, security, and telecommunications. • Mentor and supervise project/product managers and programmers to ensure timely and cost-effective development of systems and services that support business objectives. • Address all employee performance problems promptly and directly in accordance with company personnel polices and procedures.
SOFTWARE PROFICIENCIES Communication: MS Office Suite, MS Project; Adobe CS5, Acrobat Pro X Web: HTML, CSS, MySQL&PHP, JQuery, Wordpress, SEO, e-Commerce, Cloud Computing, Google Analytics Customer Relationship (CRM): The Raiser’s Edge, Goldmine, CalyxPoint, Encompass, Tele-Tracker Financial: Quickbooks, The Financial Edge, QuickBooks, Peachtree, Paypal, IATS Enterprise Environment: Windows, Mac OS, Citrix, Linux, BES
EDUCATION Bachelor of Arts, Political Science California State University Long Beach, 2007