Open to opportunities

Addan Imran

@addanimran

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Dynamic Operations Manager with 7+ years in customer success.

Pakistan

Message

What I'm looking for

I am seeking a role that values customer success and offers opportunities for growth and innovation.

I am a dynamic and results-driven Operations Manager with over 7 years of global experience in driving customer success, virtual operations, and process optimization across diverse markets including the U.S., U.K., and UAE. My expertise lies in leading cross-functional teams of 25+ professionals and delivering scalable solutions in real estate, SaaS, and digital marketing.

Throughout my career, I have proven my ability to streamline CRM workflows, enhance operational efficiency, and manage client projects from strategy through execution. I have a strong background in appointment setting, project coordination, and automation, consistently delivering measurable improvements in performance, satisfaction, and retention. My recent role as Operations Manager at IMS Marketing Agency has allowed me to oversee a team of 40 professionals, ensuring that performance metrics are met or exceeded, which has significantly contributed to increased client retention.

Experience

Work history, roles, and key accomplishments

Current

Operations Manager

Current

IMS Marketing Agency

Jan 2023 - Present (2 years 5 months)

Managed a team of 40 professionals delivering services across real estate, pharmacy, SaaS, logistics, and IT for U.S. and U.K. clients. Oversaw real estate appointment setting, skip tracing, CRM management, and lead conversion campaigns.

Team Management CRM Management Lead Conversion Digital Marketing

Customer Success Representative

Sapphire Ocean LLC

Jan 2022 - Jan 2023 (1 year)

Built and maintained customer relationships through daily support and performance monitoring. Developed dashboards and KPI reports to measure customer engagement and team performance.

Customer Relationship Management Performance Monitoring Data Analysis KPIs Customer Engagement

Operations Team Leader

Fiverr

Jan 2021 - Jan 2022 (1 year)

Led dispatch operations for U.S.-based transportation and logistics services. Implemented new route optimization strategies and client coordination techniques.

Dispatch Operations Logistics Coordination Team Leadership

Customer Support Lead

Upwork

Jan 2020 - Jan 2022 (2 years)

Resolved customer complaints, upgraded accounts, and educated clients on service offerings. Boosted customer satisfaction ratings by 100% through issue tracking and escalation management.

Customer Support Account Management Customer Satisfaction Issue Tracking

Customer Sales Representative

X2 Technologies

Jan 2019 - Jan 2020 (1 year)

Designed and executed regional sales plans, led client negotiations, and expanded territory footprint. Maintained excellent customer satisfaction and revenue growth.

Sales Planning Customer Satisfaction Sales Growth

Education

Degrees, certifications, and relevant coursework

University of Central Punjab

Bachelor of Computer Science, Computer Science

Studied the fundamentals of computer science, including programming languages, data structures, and algorithms. Gained a strong foundation in software development and system analysis.