Open to opportunities

Ahmed 'Hawk' Talib

@ahmedhawktalib

Message

Experienced Support Specialist | Customer Experience Expert

Canada

Message

What I'm looking for

My ideal position is one where I can not only manage key client relationships and mentor a team but also use my analytical skills to implement data-driven processes that improve efficiency and customer satisfaction.

I thrive in flexible, remote environments and excel at proactive problem-solving – anticipating needs, identifying patterns, and suggesting improvements. My home office setup is optimized for reliability, and I'm naturally available during non-traditional hours including evenings and weekends. I'm passionate about being the friendly voice that helps people navigate their questions and feel genuinely supported.

Experience

Work history, roles, and key accomplishments

Customer Success Director

FedEx Express Corporation

Nov 2019 - Apr 2025 (5 years 5 months)

Oversaw customer success strategy for the company's largest logistics clients, driving retention and expansion initiatives that increased contract renewals by 30%. Implemented analytics-driven reporting and led cross-functional workshops to strengthen C-suite relationships and service adoption.

Customer Success Account Management Retention Strategy Data Analytics Stakeholder Management Cross functional Leadership Workshop Facilitation Executive Engagement Contract Renewal Optimization

Customer Success Manager

Trans Canada Couriers, Ltd

Jul 2017 - Aug 2019 (2 years 1 month)

Managed strategic relationships with high-profile logistics clients, developing Customer Success Plans that increased repeat business by 18% and improved client satisfaction by over 25%. Led supply-chain optimization projects, conducted quarterly business reviews, implemented churn risk frameworks, and mentored junior team members to improve retention and efficiency.