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.
HBOpen to opportunities
Humaira Butt
@humairabutt
Customer Success & Experience Professional | Driving Retention, Satisfaction & Brand Trust
United KingdomWhat I'm looking for
Results-driven Customer Success Specialist with over 5 years of experience in SaaS. Proven track record of building strong client relationships, resulting in a 20% increase in customer retention. Adept at developing and executing strategies to drive product adoption and customer satisfaction, seeking to leverage expertise in a dynamic team.
Experience
Work history, roles, and key accomplishments
HM
Current
Customer Experience Specialist
HSS ProService Marketplace
Aug 2025 - Present (3 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.
ON• 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.
DP
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.
Education
Degrees, certifications, and relevant coursework
MP
Microsoft Education Partner
Tech stack
Software and tools used professionally
Availability
Open to opportunities
Location
United KingdomAuthorized to work in
Salary expectations
35k-45k USD
Social media
Job categories
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