Taimoor Khan

LinkedIn: www.linkedin.com/in/taimoor-khan

Profile: https://taimoorkhan.notion.site/Who-is-Taimoor-Khan-8f5a6e23ca4f4f859e91b2ca70b48feb

Phone: 0434 515 735

E-Mail: [email protected]

Summary

With over 15 years of experience in the customer space, I have spent the last 6 years focusing on CX. Specialising in creating scalable practices from day one, I've strategically helped create products and scaled CX (Support & Experience Management) up to 90 people that also drive revenue.

I am bullish about marrying quantitative and qualitative (using VOC data and business data through Tableau, Looker etc) to help my and the team's decision-making. I emphasise experimentation and creative problem-solving (Using Service Design principles to deliver exceptional service exceeding NPS benchmarks)  by equipping my team with the support and tools they need (using traditional Omnichannel and emerging AI technologies), ensuring transparency and accountability on the outcome.

My success is attributed to my team. As an empathetic leader, I prioritise mentorship and upskilling, empowering my team to own their success. I foster a flexible, supportive environment while demanding accountability, ensuring collective growth and achievement.

Experience

Director of Customer Experience: Mad Paws (ASX:MPA) June 2019 - Present

Joining Mad Paws as employee 8, the objective was on setting up CX practices from day zero. The focus was on scalable processes as the business is growing exponentially. Being a marketplace meant ensuring both sides (Supply & Demand) were given the best possible experience.

Added challenge of acquiring multiple businesses led to the collating of tech stacks and aligning to a single CX focus and way of working - solved by the creation of a centralised CX function supporting multiple verticals with a team of 40 strong.

As I progressed from “Head of” to Director, focus shifted on cost efficiency and future planning to meet forecasting, working cross functionally between departments and with the CEO to ensure new opportunities could be found for CX to drive efficiency and revenue.

• Achievements:
  • Projects: CX team built into R&D team with focus on MVP solutions
  • Project: Pricing experimentation: +17% increase in revenue, 0% loss to conversion
  • Project: Surge Pricing tests, 62% Opt-in, +15% increase in revenue
    • Outcome: Surge pricing validated, rolled out by company in FY22/23
  • Project: Reduction in contact volume through implementation of Self Service + AI
    • Outcome: - 50% Contact through rate, 3FTE saving through AI
  • Project: Consolidation of CX resources + tech stack (Across 6 Businesses)
  • Project: Establishing of VOC + Live Journey Maps
  • Revenue: Customer Service engaging in Soft Sell. Revenue offsetting 20% of CS monthly costs
  • Service Levels: SLAs met 92% across the year, end of year surge managed with above tech.
  • Project: Onboarding Pet Sitters reduced from 7 days to <2. Resulting in faster speed to revenue.
  • Data: Supply & Demand mapping & tracking
    • Results feeding into efficiency on customer acquisition and CRO improvements based on locations.

Head of Customer Communications (Customer Experience): Marley Spoon (ASX:MMM) May 2018 - June 2019

Leading the Australian arm of the Customer Experience team during a time where the business is chasing profitability (Post IPO) necessitated focusing on excellent customer resolutions, efficient scalability (During a high growth period), establishing the Voice Of Customer program and laying the groundwork for the Hybrid 27x7 CS team to be established in Portugal with a workforce of 90 supporting the globe.

Working x-functionally and in depth with Marketing, Procurement and Logistics allowed me to establish and influence processes that saw reduction in NRR and increase in CSAT. With the VOC program we were able to start pinpointing problems upstream leading to much greater visibility on the impact of the process on the customer.

• Achievements:
  • Service Levels: Succession planning - Supervisor, Senior, SME & Trainer (Q3 2018) + Clear KPI + Incentives established = +22% agent productivity (Q4 2018).
  • Service Levels: exceeded all throughout 2019 which saw +32% Increase in volume
  • Project: SMS Notifications for failed payments = 75% lost revenue weekly (Q4 2018)
  • Project: Predictive Chat Bot functionality added = Reducing inbound by 12%
  • Workforce: With above, “Contact Per Box” ratio reduced 22% = Hiring predictability
  • Workforce: Established Hybrid Model + offshoring = 40% reduction in total workforce cost
  • VOC: Established customer journeys giving full visibility of CS pain points
    • Lead to Chat Bot build = faster resolution times
    • NRR, CSAT, CES scores being tracked and presented at Strategy Level
    • Transparency of CS impact on Churn and LTV now visible

Team Manager (Customer Service & Business Support): Gumtree Australia, Sydney April 2016 –  May 2018