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Husnain Haider

@husnainhaider1

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Operations Manager at Abacus for Careem Pay, improving CSAT from 84% to 95% across global support operations.

Pakistan

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At Abacus, I lead global support operations for Careem Pay, managing 50+ agents across five voice and non-voice queues. I sustained SLA compliance above 95% for 6+ consecutive months.

I improved CSAT from 84% to 95% by turning customer dissatisfaction trends into policy and customer-journey recommendations, alongside an outreach CSAT program. I also reduced client escalations from 11% to below 1% through root-cause analysis and stronger service-recovery governance.

At My Tutor Source (MTS), I managed a portfolio of 250+ B2C and B2B accounts, increasing contract value by 20%. I introduced an engagement framework that contributed to a 35% increase in product adoption and supported 98% customer retention.

At Giant Group PLC and Mindbridge Private Limited (Uber), I improved operational workflows, support processes, and customer service delivery. I used performance data and cross-functional work to reduce onboarding turnaround time, escalations, and agent errors.

Experience

Work history, roles, and key accomplishments

Current

Operations Manager

Current

Abacus

Aug 2025 - Present (1 year 3 months)

Lead global support operations for Careem Pay, managing 50+ agents across five voice and non-voice queues. Sustained SLA compliance above 95% and improved CSAT from 84% to 95%.

Global Support Operations

Voice and Non Voice Support

Workforce Planning

Capacity and Queue Management

SLA Governance

Executive and Client Reporting

Quality Assurance Performance Coaching Escalation Management Root Cause Analysis Process Improvement Customer Satisfaction Data Analysis

Customer Success Manager

My Tutor Source

Aug 2024 - Jul 2025 (11 months)

Managed a portfolio of 250+ high-value B2C and B2B accounts, executing upsell strategies that increased contract value by 20%. Designed a customer engagement framework that contributed to a 35% increase in product adoption.

Customer Success Management Account Management Upselling Customer Engagement Data Analysis ClickUp Jira Zendesk

Cross Functional Collaboration

Negotiation Product Feedback

Line Manager – Operations

Giant Group PLC

Jul 2021 - Jul 2024 (3 years)

Streamlined operational workflows and restructured task delegation, increasing team productivity by 30% while meeting SLAs. Used YOTI, HubSpot CRM, and data analysis to implement process improvements.

Operations Management Process Improvement Data Analysis

YOTI

HubSpot KPI Monitoring Data Visualization Excel

Cross Functional Collaboration

Customer Support Manager

Mindbridge Private Limited

Mar 2021 - Jul 2021 (4 months)

Led regional customer support operations across Sub-Saharan Africa, using Salesforce CRM to optimize workflows. Implemented process improvements that reduced escalations by 35% and increased first-contact resolution by 15%.

Customer Support Management Salesforce Process Improvement Root Cause Analysis Quality Assurance Training SLA Adherence

Customer Support Team Lead

Mindbridge Private Limited

Mar 2017 - Mar 2021 (4 years)

Led and mentored a high-performing support team, providing real-time guidance on complex queries and escalations. Managed scheduling and workload balancing to maintain 24/7 coverage and improve response-time KPIs by 20% year over year.

Team Leadership Mentorship Scheduling Workload Management Salesforce Google Sheets Data Analysis Process Improvement Training Knowledge Management

Sales Representative

Mindbridge Private Limited

Aug 2015 - Feb 2017 (1 year 6 months)

Conducted structured prospect follow-ups and supported timely deal closure through consistent pipeline engagement. Analyzed customer feedback and shared actionable insights to support service and product improvements.

Sales

Prospect Follow Up

Pipeline Management Customer Feedback Analysis