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Muhammad Emad Ali Siddiqui

@emadsid

Client Success and Customer Support professional with 10+ years resolving issues, improving satisfaction, and driving product feedback.

Pakistan

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What I'm looking for

I’m looking for a client-focused role where I can own customer outcomes, use CRM tools to drive issue resolution, and turn user insights into actionable product improvements—while partnering with remote teams to continuously raise satisfaction.

I’m a Customer Support, Client Success, and Business Development professional with 10+ years of experience resolving customer issues, improving user satisfaction, and collaborating across remote global teams. I combine communication, troubleshooting, and CRM-driven workflows to be the main contact for clients and ensure their product inquiries get handled quickly and accurately.

In client-facing roles, I served enterprise accounts as a primary point of contact—managing inquiries and product issues through CRM tools, communicating user insights, and reporting bugs to engineering and leadership. I improved response time and reduced client issue backlog by 20%, and at Thomson Reuters I maintained 95% satisfaction while managing high daily ticket volume.

I also strengthen the feedback loop between customers and product teams. As a Product Research & Customer Insights Manager, I analyzed user feedback to identify service trends and recurring issues, then compiled data reports to guide updates. Earlier, I led a 7-member customer service team, introduced CRM workflows that improved follow-up efficiency by 20%, and earned MDRT qualification for exceptional client service and results.

Experience

Work history, roles, and key accomplishments

Current

Client Success Lead

Current

Techamana

May 2025 - Present (11 months)

Served as main contact for enterprise clients, managing inquiries and product issues via CRM tools. Communicated user insights and escalated bugs to engineering and leadership, improving response time and reducing client issue backlog by 20%.

Client Success Enterprise Support CRM Management Bug Reporting Product Feedback

Virtual Representative

Thomson Reuters

Mar 2023 - May 2025 (2 years 2 months)

Assisted users via chat and email, resolving account, billing, and technical queries. Maintained 95% satisfaction while handling high daily ticket volume and partnered with technical teams to document and resolve recurring issues.

Customer Support Chat Support Email Support Billing Support Technical Troubleshooting Customer Satisfaction Zendesk Remote Collaboration

Product Research & Insights Manager

Maxem International

Oct 2023 - Nov 2024 (1 year 1 month)

Analyzed user feedback to identify service trends and recurring issues. Compiled data reports for support and engineering teams to guide updates.

Customer Insights Product Research Issue Trend Identification Reporting Cross Functional Collaboration Data Analysis

Inside Sales & Customer Support Rep

TwoDots Software Services Pvt. Ltd.

Aug 2022 - Mar 2023 (7 months)

Handled high-volume inbound and outbound calls for software customers, addressing technical queries. Converted 35% of qualified leads into paying users and documented customer challenges to improve support scripts and FAQs.

Inside Sales Lead Conversion Customer Support Documentation CRM Management Sales Reporting Support Script Optimization

Customer Service Specialist

Walmart

Nov 2021 - Jul 2022 (8 months)

Provided quick, accurate assistance for in-store and online customers. Delivered clear communication and helped maintain repeat customer engagement.

Customer Service Communication Online Support Customer Retention Troubleshooting Service quality

Team Lead Financial Consultant

Jubilee Life Insurance Company Ltd.

Jan 2017 - Jul 2021 (4 years 6 months)

Led a 7-member customer service team, improving client retention and satisfaction. Introduced CRM workflows that improved follow-up efficiency by 20% and achieved MDRT qualification for exceptional client service and results.

Team Leadership Customer Service Client Retention Workflows Financial Consulting Performance Coaching MDRT Achievement