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MM@malikmacnack
Results-driven customer success professional with SaaS expertise.
SurinameI am a results-driven customer success professional with over 6 years of experience in SaaS support, sales enablement, and team leadership. My career has been marked by a proven ability to optimize workflows, boost retention, and bridge communication between technology and clients across international markets. I thrive in dynamic environments where I can leverage my skills to enhance customer experiences and drive business growth.
In my recent role as a Junior Data Analyst at Bravinci Suriname, I supported Den Hartogh Logistics by ensuring daily system readiness and operational monitoring. I successfully troubleshot Power BI dashboards and Azure data pipelines to maintain data integrity, and automated reporting processes, significantly reducing manual work by 60%. My previous experience as a Senior Customer Service Coordinator involved leading a 50-agent team, where I created SOPs and training guides that improved onboarding and team performance.
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Work history, roles, and key accomplishments
Self-employed
Jul 2024 - Present (1 year 4 months)
Explored real estate sales and networking in a low-volume market. Built foundational skills in prospecting, negotiation and client management.
SupportYourApp | Trengo B.V.
Oct 2021 - Present (4 years 1 month)
Provided 2nd line technical support and managed customer expectations. Helped clients fully utilize Trengo's SaaS platform.
Bravinci Suriname
Nov 2023 - Jul 2024 (8 months)
Supported Den Hartogh Logistics (EU) with daily system readiness and operational monitoring. Automated reporting processes to cut down manual work by 60%.
Alembo B.V.
Aug 2021 - Oct 2021 (2 months)
Led and mentored a 50-agent team, resulting in KPI improvement and higher retention. Created SOPs, training guides, and coaching programs to optimize onboarding.
Alembo B.V.
Jul 2020 - Jul 2021 (1 year)
Monitored quality and production KPIs daily. Acted as liaison between clients and agents, providing training and support to new hires.
Alembo B.V.
Feb 2020 - Jun 2020 (4 months)
Handled inquiries via phone, WhatsApp, and email using Salesforce. Provided initial customer support and problem resolution.
Degrees, certifications, and relevant coursework
Partial Coursework, Civil Engineering
Completed partial coursework in Civil Engineering for one year at TU Delft. Focused on foundational engineering principles and related subjects.
Pre-University Education, General Studies
Completed pre-university education at Mr.Dr.J.C. de Miranda Lyceum in 2018. This foundational education prepared for higher academic pursuits.
Software and tools used professionally
SurinameYou can contact Malik and 90k+ other talented remote workers on Himalayas.
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