Bilal Saghir

Led offshore Technical Support, Digital Customer Success, and Renewal teams reporting to the Chief Customer Officer. Improved response times by 25%, increased engagement by 30%, raised NPS by 15%, and delivered 90%+ contract renewal rates.

Managed a team of 35 Customer Success Managers and Retention Specialists across a $100M+ book of business. Achieved 95% GRR and 120% NRR over two consecutive years, improved satisfaction by 20%, and reduced service delivery times by 30%.

Managed relationships with new and established customers to deliver measurable ROI, driving renewals and expansions. Built data analytics outputs to demonstrate product value and identified upsell and cross-sell opportunities to grow customer value and revenue.

Owned identification and resolution of technical challenges limiting product adoption to improve satisfaction and retention. Reduced customer onboarding time by 30% over six months and increased customer satisfaction by 25% while reducing onboarding-related support tickets by 15%.

Resolved 95% of support tickets on first contact and reduced average resolution time by 50%. Reduced ticket volume by 40% by building a knowledge base and troubleshooting guides, improving CSAT by 20%.

Developed and executed a QA program that improved agent call-handling scores by 25% over six months. Increased customer satisfaction by 20%, reduced escalated calls by 15%, and mentored junior QA specialists.

Achieved a 98% customer satisfaction rating by resolving 90% of inquiries on first contact while managing high-volume daily calls. Implemented a feedback loop that improved response times by 30% and reduced average handling time by 20%.

Earned a Bachelor of Business Administration from the University of Central Punjab in Lahore starting in 2014.