MMMalik Mac-Nack
@malikmacnack
Results-driven customer success professional with SaaS expertise.
SurinameWhat I'm looking for
I 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.
Experience
Work history, roles, and key accomplishments
Independent Real Estate Consultant
Self-employed
Jul 2024 - Present (1 year)
Explored real estate sales and networking in a low-volume market. Built foundational skills in prospecting, negotiation and client management.
Product Support Specialist
SupportYourApp | Trengo B.V.
Oct 2021 - Present (3 years 9 months)
Provided 2nd line technical support and managed customer expectations. Helped clients fully utilize Trengo's SaaS platform.
Junior Data Analyst
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%.
Customer Service Medior
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.
Senior Customer Service Coordinator
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.
Customer Service Junior
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.
Education
Degrees, certifications, and relevant coursework
TU Delft
Partial Coursework, Civil Engineering
Completed partial coursework in Civil Engineering for one year at TU Delft. Focused on foundational engineering principles and related subjects.
Mr.Dr.J.C. de Miranda Lyceum
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.
Tech stack
Software and tools used professionally
Availability
Location
SurinameAuthorized to work in
Job categories
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