Open to opportunities

Ghulam Abbas

@ghulamabbas10

Message

I resolve enterprise SaaS issues, improve product adoption, and grow customer accounts.

Pakistan

Message

What I'm looking for

I'm looking for a remote SaaS support or customer success role where I can resolve complex client issues, improve onboarding and product adoption, collaborate with Product and Engineering, and support customers across North American time zones.

At WellnessLiving, I deliver Tier 1–3 technical support for more than 100 SMB and Enterprise SaaS clients while consistently maintaining a 95%+ CSAT score.

I've designed customised onboarding workshops that increased platform adoption by 20%, collaborated with Product and Engineering to reduce resolution time by 25%, and identified upselling opportunities that contributed to 12% revenue growth.

I also create practical self-service resources, including 30+ knowledge base articles, FAQs, and internal SOPs, and mentor new Customer Solutions Specialists to strengthen technical competency and speed up ramp-up.

My background in dispatch operations sharpened my ability to manage urgent requests, meet tight SLAs, improve workflows, and maintain reliable service for high-value clients. I'm fully equipped for remote work and available across EST, CST, and PST hours.

Experience

Work history, roles, and key accomplishments

Current

Senior Customer Solutions Specialist

Current

WellnessLiving

Feb 2022 - Present (4 years 6 months)

Delivered Tier 1-3 technical support to 100+ SMB and Enterprise SaaS clients, achieving a >95% CSAT score consistently. Designed and led onboarding and training workshops, increasing platform adoption by 20%, and collaborated with Product and Engineering to reduce resolution time by 25%.