Available to hire
I am a results-driven Customer Success Manager with 5+ years of experience owning renewal targets, expanding revenue, and improving customer satisfaction. I thrive in high-growth SaaS environments where I can drive adoption through training, align cross-functional teams, and reduce churn.
I am passionate about turning complex client needs into measurable outcomes, leveraging data analytics and KPI dashboards to inform strategy and continually improve processes. I aim to deliver maximum value and build lasting customer relationships through clear communication and collaborative problem-solving.
Experience Level
Expert
Expert
Expert
Expert
Expert
Expert
Intermediate
Intermediate
Intermediate
Intermediate
Intermediate
Work Experience
Customer Solution Specialist at HGS
June 1, 2024 - August 19, 2025Managed inbound customer queries via phone and email, maintaining a 97.4% customer satisfaction score within the first 60 days. Resolved Tier 2 product support issues through technical analysis, user session impersonation, and escalations. Collaborated with internal teams to share product feedback and client-reported malfunctions. Coordinated follow-ups to ensure successful resolution, minimizing churn and enhancing client relationships. Maintained detailed documentation in internal databases. Achieved consistent CSAT targets and improved average response times by 15% through streamlined prioritization and collaboration.
Senior Retail Coordinator at Pakistan State Oil
December 1, 2021 - August 19, 2025Coordinated daily sales and operations for over 2,000 retail outlets in the North zone and developed Marketing Intelligence Reports for data-driven strategies. Maintained 98% policy adherence by collaborating with divisional managers and site visits. Managed communication systems for reporting and meetings, enhancing cross-functional efficiency and training outcomes. Led sales training for dealers and distributors, resulting in a 10% increase in sales and improved customer satisfaction. Recognized for leading productive leadership training and national sales conference events. Gained insights into logistics and distribution by managing large-scale fuel supply operations.
Program Manager at Radio FM
March 1, 2010 - August 19, 2025Managed radio advertisements, created Standard Operating Procedures (SOPs), and handled daily administrative responsibilities.
Assistant Manager Business Development at Interlink Advertising Pvt Ltd
March 1, 2009 - August 19, 2025Developed proposals for new and existing clients, managed customer databases, and introduced creative initiatives.
Channel Executive at Al Ghurair Giga Pvt Ltd.
August 1, 2008 - August 19, 2025Conducted market research, devised sales strategies, and expanded the agent network while collaborating with internal sales teams.
Customer Solution Specialist at HGS
June 1, 2022 - June 1, 2024Managed inbound customer queries via phone and email, maintaining a 97.4% CSAT within the first 60 days. Resolved Tier 2 product support issues by analyzing technical scenarios, impersonating user sessions, and escalating when necessary. Collaborated with internal teams to share product feedback, feature requests, and client-reported malfunctions. Coordinated follow-ups with customers to ensure successful issue resolution, minimizing churn and enhancing client relationships. Maintained internal databases with detailed documentation of technical issues and customer interactions. Key achievements included consistently exceeding CSAT targets and improving average response times by 15% through streamlined ticket prioritization and cross-functional collaboration.
Senior Retail Coordinator at Pakistan State Oil
April 1, 2010 - December 1, 2021Coordinated daily sales and operations for over 2,000 retail outlets in the North zone, developing Marketing Intelligence Reports (MIR) for data-driven strategies. Maintained a 98% policy adherence by collaborating with divisional managers and conducting site visits. Oversaw communication systems for reporting and meetings, improving cross-functional efficiency and training outcomes. Led sales training for dealers and distributors, resulting in a 10% increase in sales and higher customer satisfaction. Key achievements included recognition for productive leadership trainings and gaining logistics/distribution insight by managing large-scale fuel supply operations.
Program Manager at Radio FM
April 1, 2009 - March 1, 2010Oversaw radio advertisements, created SOPs, and handled day-to-day administrative responsibilities.
Assistant Manager Business Development at Interlink Advertising Pvt Ltd
October 1, 2008 - March 1, 2009Developed proposals for new and existing clients, managed a customer database, and introduced creative initiatives.
Channel Executive at Al Ghurair Giga Pvt Ltd.
November 1, 2007 - August 1, 2008Conducted market research, devised sales strategies, and expanded the agent network, working closely with internal sales teams.
Education
Master of Business Administration (Marketing) at Iqra University
January 1, 2008 - January 1, 2010Bachelor of Business Administration (Human Resource Management) at Iqra University
January 1, 2003 - January 1, 2007Master of Business Administration (Majors in Marketing) at Iqra University
January 1, 2010 - December 10, 2025Bachelor of Business Administration (Majors in Human Resource Management) at Iqra University
January 1, 2007 - December 10, 2025Google Digital Marketing & E–Commerce Certification at Google
January 11, 2030 - January 1, 2024Qualifications
Google Digital Marketing & E–Commerce Certification
January 1, 2024 - August 19, 2025Google Digital Marketing & E–Commerce Certification
January 11, 2030 - January 1, 2024Industry Experience
Software & Internet, Retail, Transportation & Logistics, Media & Entertainment, Professional Services
Experience Level
Expert
Expert
Expert
Expert
Expert
Expert
Intermediate
Intermediate
Intermediate
Intermediate
Intermediate
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