# Husnain Haider

Husnain Haider is a remote worker on Himalayas, Operations Manager at Abacus, based in Pakistan.

Source: https://himalayas.app/@husnainhaider1

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

| Detail | Value |
| --- | --- |
| Availability | Looking for a job |
| Location | Pakistan |
| Authorized to work in | Pakistan |
| Salary expectations | 160k+ USD |
| Job categories | Operations Manager, Customer Success Manager, Customer Support Manager, Customer Support Team Lead, Line Manager |
| Skills | Global Support Operations, Voice and Non Voice Support, BPO Operations Manager, Workforce Planning, Capacity Planning, Queue Management, KPI Governance, SLA Governance, Quality Assurance, Performance Coaching, Escalation Management, Root Cause Analysis, Process Improvement, Customer Success Management, Operational Reporting |
| LinkedIn | https://linkedin.com/in/husnain-haider-929920175 |

## About

```text
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

### Operations Manager (current)

Abacus. Aug 2025 - Present

```text
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%.
```

Skills: 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

```text
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.
```

Skills: 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

```text
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.
```

Skills: 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

```text
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%.
```

Skills: 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

```text
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.
```

Skills: 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

```text
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.
```

Skills: Sales, Prospect-Follow-Up, Pipeline-Management, Customer-Feedback-Analysis

## Education

### University of Central Punjab

Bachelor of Science, Computer Science. 2013 - 2018

```text
Pursued a Bachelor of Science in Computer Science, completing the degree in January 2018.
```

### KIPS College

Higher Secondary School Certificate, Pre-Engineering. 2011 - 2013

```text
Completed Higher Secondary School Certificate in Pre-Engineering, finishing in July 2013.
```

### SuccessCOACHING

Customer Success Manager Certification, Customer Success

```text
Earned the Customer Success Manager Certification, covering onboarding, adoption, renewals, and churn management.
```

### HubSpot Academy

HubSpot Service Hub Software Certification, Customer Service

```text
Earned the HubSpot Service Hub Software Certification, covering CRM, customer feedback tools, and self-service setup.
```

### Zendesk

Zendesk Customer Support Agent Training, Customer Support

```text
Completed Zendesk Customer Support Agent Training, covering ticketing, SLA adherence, and omnichannel customer support.
```

### Gorgias Academy

Gorgias Support Agent Certification, Customer Experience

```text
Earned the Gorgias Support Agent Certification, covering CX workflows, automation, macros, and eCommerce support.
```

## Tech stack

- Zendesk
- Jira
- Apollo
- ClickUp
- Google Sheets
- Microsoft Excel
- Gorgias

To contact Husnain, message them from this profile with a Himalayas employer account: [Hire on Himalayas](https://himalayas.app/hire).

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