Summary
Overview
Work History
Education
Skills
Accomplishments
Volunteer Experience
Degree
Key Highlights
Timeline
Generic

Haniyyah Maniar

Tracy

Summary

Over 10 years of experience in customer support and strategic account management across diverse industries. Proven ability to leverage customer insights and data analysis to enhance satisfaction and drive product adoption. Achievements include significant reductions in churn rates, successful cross-selling initiatives, and increased account value through effective contract negotiations.

Overview

19
19
years of professional experience

Work History

Customer Success and Billing Assistant

Morgan Lewis & Bockius LLP
San Francisco
04.2023 - Current
  • Negotiate contracts and retainer agreement to align with the deliverable.
  • Build and maintained strong, trusted relationship with stakeholders across client portfolio of diverse accounts that increased our retention by 4%.
  • Achieved an average client satisfaction score of 8/10 via surveys, and a 70% client retention rate in the first 26 weeks.
  • Responded to questions and inquiry from clients via tickets, email and phone calls to resolve any pending issues.
  • Create, edits, and finalize invoices using a billing system.
  • Update records in Salesforce. Customer contacts, opportunity details.
  • Assist the Supervisor with ensuring negotiated and amended contracts are sent on time for signatures with accuracy and attention to detail.
  • Working on 3E, E-billing Hub and other vendor sites for invoicing clients.
  • Maintain status reports for rejected bills by clients using Zendesk.

Customer Success Manager & Teller

Wells Fargo
Mountainview
04.2022 - 02.2023
  • Served customers by completing account transactions like cashing checks, making deposits, issuing bank drafts, travelers checks, cashing bonds and other services.
  • Answered questions about banking products, services and features.
  • Resolved issues for both individual and corporate customers by responding to their tickets via Zendesk.
  • Directed customer to appropriate departments for specialized needs, ensuring a seamless experience.
  • Reconciled cash drawers by proving cash delivery transactions, counting cash, and packaging currency/coins.
  • Recorded and processed overnight drops and mail deposits.
  • Cross-selling of bank products by answering inquiries, informing customers of new services and promotions, ascertaining customers' needs, and directing customer to a branch representative.
  • Ensuring all the onboarding activities plus account documentation checklist completed with the help of a customer service manager.
  • Answered questions in persons via telephone and refers customer to banker as necessary.
  • Reconciled reports for month end and ensure spot checks on tellers for cash differences.
  • Responsible for opening and closing of branch on time.
  • Handled over 200 customer accounts monthly with 99% satisfaction rate.
  • Increased billing accuracy by 15% in first quarter.

Senior Customer Relationship Manager

Standard Chartered Bank
Karachi
12.2014 - 04.2015
  • Managed a total portfolio of 150 high net worth clients, consist of PKR1.3b of depository relationships and PKR300m of asset relationships.
  • Responsible for developing and maintaining new sales opportunities by offering them products and services offered by SCB Bank.
  • Developed analysis of customer base that redefined accuracy of services and product usage that helped bank redefine how to market, leading to five percent increase in new personal accounts and 14 percent increase in new business accounts.
  • Cross Selling of investments, mutual funds and insurance products to new/ existing clients according to their financial needs.
  • Coordinated with operations to ensure uninterrupted service to customers, maintaining high service quality & customer experience scores.

Customer Success & Relationship Manager

HSBC
Middle East
06.2006 - 10.2014
  • Generated top line volume/revenue through existing and prospective portfolio by increasing spreads, ancillary business & foreign exchange transactions for the bank.
  • Managed a total portfolio consist of 250 high net worth clients, consist of PKR800m of depository relationships and PKR700m of asset relationships.
  • Prepared credit management reports for commercial clients and take approvals, excess, extensions, earmarking, etc. to ensure compliance with local controls, policies, HSBC Lending Guidelines and BIM.
  • Achieved a yearly target of PKR52 Millions of Total Operating Income (NII: PKR25 Million, NFI: PKR15 Million, DP: PKR12 Million).
  • Responsible for developing and maintaining new sales opportunities/existing clients in cross-selling range of products and services i.e. deposits, Payments & Cash Management, and trade services of commercial clients.
  • Managed customer’s trade needs through exclusive HSBC trade products and trade knowledge.
  • Coordinated with group relationship managers for international customers on regular basis to guide them with local policies and guidelines and ensure smooth flow of service.
  • Coordinated with operations to ensure uninterrupted service to customers, maintaining high service quality & customer experience scores.
  • Understand client’s business, negotiate, and structure facility of complex client transaction proposals that cater both to the client’s requirements and meet the bank’s broader objectives.
  • Trained new staff and guided them with portfolio management, complex transactions, and banks policies.

Education

Master's in business administration - Marketing & Finance

Greenwich University
Karachi, Pakistan
02.2013

Skills

  • Invoice processing
  • Contract negotiation
  • Salesforce management
  • Billing systems
  • E-billing operations
  • Customer relationship management
  • Client retention strategies
  • Cross-selling techniques
  • Attention to detail
  • Problem solving
  • Data analysis
  • Effective communication
  • Time management
  • Relationship building

Accomplishments

  • Awarded by the HSBC Senior Management for outstanding achievement in the BBU Top Gun, Super Achiever Competition in 2008.
  • Recognized for Portfolio Rationalization Project Turquoise by our Senior Managers in 2013.
  • Appreciated for raising donations for live/silent auctions for Momentum for Mental Health events that raised over $100k of donations.
  • Contributed to fundraising events raising over $100k.

Volunteer Experience

Volunteer Events Aide, Momentum for Mental Health, 01/01/17, 12/31/19, Assisted with special projects and events, including the marketing of new service projects and special donor events., Generated donations from local business for live and silent auctions., Contributed donations to big and successful events that raised over $100k.

Degree

MBA

Key Highlights

Handled over 200 customer accounts monthly with 99% satisfaction rate., Leveraged customer feedback to contribute to the development of product utilization and enabled them with features and functionality., Salesforce, Zendesk, 3Ebilling, Expert in MS office (Excel), E-hub, Docu-sign, Ironclad, Increased billing accuracy by 15% in first quarter.

Timeline

Customer Success and Billing Assistant

Morgan Lewis & Bockius LLP
04.2023 - Current

Customer Success Manager & Teller

Wells Fargo
04.2022 - 02.2023

Senior Customer Relationship Manager

Standard Chartered Bank
12.2014 - 04.2015

Customer Success & Relationship Manager

HSBC
06.2006 - 10.2014

Master's in business administration - Marketing & Finance

Greenwich University

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