Open to opportunities

Humaira Butt

@humairabutt

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Customer Success & Experience Professional | Driving Retention, Satisfaction & Brand Trust

United Kingdom

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What I'm looking for

I’m seeking a position where I can continue to develop my skills in customer success and strategy while working closely with cross-functional teams. I value opportunities to learn, take ownership of key accounts, and make a measurable impact on customer engagement and retention.

Dedicated Customer Success Executive with extensive experience in Healthcare, Public services, and IT, I specialise in Customer Success and Administration, building strong client relationships and delivering outstanding customer experiences.

I enhance customer retention and engagement through personalised solutions, proactive support, and a data driven approach. By analysing customer behaviour, I identify risks early and implement strategies to reduce churn. Working closely with medium sized clients, I provide high touch service and create user-friendly knowledge guides to empower them. Additionally, I have experience in lead generation and nurturing client relationships to drive satisfaction and long-term growth. Committed to continuous improvement, I streamline operations and leverage technology to optimise customer outcomes and business success.

Experience

Work history, roles, and key accomplishments

Current

Customer Experience Specialist

Current

HSS ProService Marketplace

Aug 2025 - Present (2 months)

• Engaging with customers through various channels (phone, email, chat, social media) to address inquiries, resolve issues, and provide support.
• Gathering customer feedback through surveys, interviews, and other methods, then analysing this data to identify areas for improvement.

Zendesk Office 365

Customer Success Executive

OneAdvanced

Jan 2023 - May 2025 (2 years 4 months)

• Managing a portfolio of 3,500 high-value customer accounts, ensuring strong relationships and maximised ROI through tailored success strategies.
• Manage a book of business worth £13 million, leveraging customer health scores and NPS to proactively drive retention, maintaining a customer retention rate of 97%.
• Collaborate with Product, Sales, and leadership teams.

Salesforce Pendo PowerPoint Power BI Planhat

Customer Experience Advisor

Department for Work and Pensions

Oct 2021 - Dec 2022 (1 year 2 months)

• Handled a high volume of customer interactions across multiple channels, including inbound and outbound calls, emails, and live chat, ensuring prompt and professional service.
• Improved customer satisfaction by efficiently managing call-back requests, proactively following up on unresolved inquiries, and addressing concerns with personalised solutions.