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@harooniftikhar
SaaS onboarding and customer success specialist driving high adoption and CSAT.
I am a results-driven SaaS Onboarding & Customer Support Specialist with over five years' experience supporting EU, UK, and North American markets. I specialize in onboarding, system implementation, and customer success for field service and scheduling platforms, consistently achieving 95%+ onboarding success rates and CSAT/NPS above 90.
I have delivered full-cycle onboarding, configuration, and migration for FSM and enterprise clients, resolved escalations within SLA timelines, and reduced response times through efficient ticket and escalation management. I partner closely with product, engineering, and customer success teams to improve platform usability, retention, and operational workflows.
I bring strong analytical thinking, KPI-driven execution, multilingual communication, and hands-on experience with Salesforce, HubSpot, Zendesk, Joblogic, Aladtec, TCP and Office 365 to accelerate customer time-to-value and long-term adoption.
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Work history, roles, and key accomplishments
Joblogic
Jun 2023 - Jul 2025 (2 years 1 month)
Delivered full-cycle onboarding, configuration, and migration for FSM enterprise clients, achieving a 95%+ successful onboarding rate and resolving escalations within SLA timelines.
TimeClock Plus / TCP Software & Aladtec
Jul 2021 - May 2023 (1 year 10 months)
Provided Tier 1 & Tier 2 technical support and onboarding for scheduling platforms, maintaining CSAT/NPS scores above 90 and reducing response time by 20% via improved ticket workflows.
Happy Donuts
Feb 2020 - Apr 2021 (1 year 2 months)
Oversaw logistics and customer support operations, implemented digital tools to improve reporting and onboarding, and trained teams to optimize regional performance.
Microsoft Office 365
Jun 2019 - Jan 2020 (7 months)
Supported Office 365 integrations and deployments for UK/EU clients, delivering tailored onboarding and implementation sessions to improve adoption and satisfaction.
CureMD
May 2018 - Jan 2019 (8 months)
Delivered L1/L2 support for healthcare software, assisted in requirements gathering, documentation, and configuration to ensure optimal performance for medical clients.
Degrees, certifications, and relevant coursework
Bachelor (Hons), Economics
Activities and societies: Internship at Roche Pakistan Ltd. – Marketing & HR Intern (Mar 2017 – Aug 2017).
Bachelor (Hons) in Economics from Forman Christian College with coursework supporting analytical and business fundamentals.
Software and tools used professionally
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