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Fahad User

@fahaduser4

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I build AI-driven customer success operations that improve retention, service quality, and cost efficiency.

Pakistan

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What I'm looking for

I'm looking to lead or advise customer success, customer experience, and AI automation initiatives where I can connect product, operations, and customer lifecycle outcomes to improve retention, service quality, and operating efficiency.

At Keenu One, I shipped three AI and customer-experience products to production in four months: an AI ordering agent, merchant onboarding portal, and support automation platform.

I previously owned the end-to-end customer journey at Bazaar Technologies, serving 70,000+ retailers and a consumer base at a $250M-turnover commerce platform. I lifted NPS from 24 to 67, CSAT from 80% to 92%, resolution SLA attainment from 50% to 99%, and repeat purchase rate to 32%.

I designed AI service agents on Bird and OpenAI that autonomously resolved 89% of 35,000–40,000 monthly interactions across chat, voice, email, and WhatsApp. Through automation and process redesign, I delivered $1.5M in annual operating savings and reduced the CX operating budget by 75%.

Earlier, I led a ~300-person shared-services organisation at ibex. and managed a $10.7M telecom client portfolio at TRG. I bring global BPO, compliance, P&L, customer lifecycle, analytics, and Six Sigma experience across US, UK, APAC, and MENA delivery.

Experience

Work history, roles, and key accomplishments

Current

Consultant - AI Products, Customer Experience & Success

Current

Keenu One

Apr 2026 - Present (5 months)

Shipped three products to production in four months, including an AI ordering agent, merchant onboarding portal, and support automation platform. Designed a SaaS-market support architecture with automated AI bot and instrumented on Supabase and Metabase.

AI Automation N8n Gemini Redis Supabase Metabase WhatsApp Instagram Meta Business WABA Customer Success Merchant Onboarding Go To Market

Consultant - CX, AI Product & Automation

Bazaar Technologies

Jul 2023 - Aug 2026 (3 years 1 month)

Owned end-to-end B2B and B2C customer journey for 70,000+ retailers at a $250M-turnover platform. Lifted NPS from 24 to 67 and CSAT from 80% to 92% through journey redesign and analytics-led service recovery.

AI Automation Bird OpenAI N8n LLM orchestration Customer Experience NPS CSAT SLA Root Cause Analysis Analytics Power BI Metabase Supabase

Head of Customer Experience

Bazaar Technologies

Jun 2022 - Jul 2023 (1 year 1 month)

Owned CX strategy, service operations, automation, and customer lifecycle for a multi-sided marketplace. Reduced CX operating budget by 75% and delivered $1.5M in annual savings through automation and process redesign.

Customer Experience Service Operations Automation AI N8n LLM orchestration Budget Management Process Redesign NPS CSAT SLA Analytics

Director, Shared Services

ibex.

Mar 2014 - May 2022 (8 years 2 months)

Led a ~300-person shared services organisation covering talent acquisition, workforce management, training, CX analytics, employer branding, compliance, and operational strategy. Achieved 100% compliance on third-party audits for ISMS and PCI DSS.

shared services Talent Acquisition Workforce Management Training CX Analytics Employer Branding Compliance ISMS PCI DSS Six Sigma ISO 9001 ISO 45001 Cost Efficiency Workforce Planning ATS Recruitment Marketing

Senior Manager, Operations & Client Services

The Resource Group (TRG)

Jul 2008 - Feb 2014 (5 years 7 months)

Owned the $10.7M annual revenue P&L for a telecom client portfolio, accountable for commercial terms, SLA performance, client retention, and delivery economics. Led multi-million dollar contract negotiations across 16+ client accounts.