Jacob M
@jacobm
Customer success professional driving exceptional support and operational improvements.
PakistanWhat I'm looking for
I am an experienced customer success professional with a demonstrated history of improving customer satisfaction and operational outcomes across eCommerce, transportation, and insurance services. I advanced rapidly through roles—from frontline support to customer success and management—by delivering measurable results such as maintaining a 95% CSAT, achieving 0% SLA misses, and earning frequent positive reviews on platform marketplaces.
I excel at troubleshooting technical integrations, guiding merchants and users through platform workflows, and leading teams to meet revenue and quality targets; I led a team of 50+, helped close nearly 10,000 leads generating over $70,000 in net revenue, and sustained a 97.5% quality rating in taxi booking operations. I am motivated to bring strong communication, problem-solving, and leadership skills to a startup environment focused on exceptional customer experience.
Experience
Work history, roles, and key accomplishments
ZECustomer Success Associate
Zendrop
Aug 2024 - Sep 2025 (1 year 1 month)
Promoted from Product Sourcing Agent to Customer Success Associate and supported a global base of entrepreneurs with order, billing, integration, and fulfillment issues; maintained up to 95% CSAT and 0% SLA miss rates.
Customer Support Specialist
CabCall Experts
Jul 2023 - Aug 2024 (1 year 1 month)
Delivered customer support for taxi bookings across Birmingham, Leicester and London areas, achieving a 97.5% quality rating by managing bookings, billing inquiries, and platform technical support.
Customer Outreach Manager
Next Gen Technologies LLC
Dec 2019 - Jul 2022 (2 years 7 months)
Promoted from Support Representative to Manager; led a 50+ member team, closed ~10,000 leads in 8 months generating over $70,000, and established partnerships with insurance carriers to expand offerings.
Education
Degrees, certifications, and relevant coursework
VPVirtual University of Pakistan
Bachelor of Science, Business Administration
2022 -
Enrolled in a Bachelor of Science in Business Administration program at Virtual University of Pakistan beginning September 2022.
Availability
Location
PakistanAuthorized to work in
Job categories
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