MMMariam Mubeen
@mariammubeen
Customer Experience Analyst with 5+ years in tech teams.
PakistanWhat I'm looking for
I am a Customer Experience Analyst with over 5 years of experience in fast-paced tech environments. My focus is on transforming customer insights into impactful solutions that enhance service efficiency and satisfaction. I have successfully delivered a 16% increase in CSAT through meticulous feedback analysis and smarter ticket routing, while also reducing support contact by 30% through strategic help center improvements.
At SadaPay, I played a pivotal role in scaling support operations during the company's rapid growth from 50K to 2M users. By identifying friction points through support trends and user feedback, I collaborated with cross-functional teams to implement product-aligned fixes. My efforts in building dashboards and reporting frameworks have been instrumental in surfacing issues and guiding decisions that drive performance improvements.
My achievements include achieving an 80% case closure rate within 4 days and saving $24K annually through data-driven resource allocation. I am passionate about leveraging data to create strategies that not only enhance customer experience but also contribute to operational efficiency.
Experience
Work history, roles, and key accomplishments
Customer Experience Analyst
SadaPay
Apr 2024 - Present (1 year 3 months)
Helped scale support operations during SadaPay’s growth from 50K to 2M users, acting as the voice of the customer by identifying friction points through support trends, user feedback, and complaints. Built dashboards and reporting frameworks to surface issues, measure impact, and guide decisions at every level.
Customer Success Executive
SadaPay
Sep 2022 - Mar 2024 (1 year 6 months)
Improved customer satisfaction by analyzing user journey data and identifying weak points in the support experience. By centralizing feedback across channels, restructured key processes to address recurring issues, resulting in higher CSAT and stronger brand trust.
Customer Experience Associate
SadaPay
Dec 2021 - Aug 2022 (8 months)
Handled 1,500+ monthly inquiries across chat, email, and social media, achieving 90% CSAT, 82% SLA compliance, and <15-minute response time. Resolved 75% of 200 monthly escalations within 24 hours using Intercom and Jira.
Customer Success Manager
Noor Kids
Oct 2019 - Nov 2021 (2 years 1 month)
Managed customer support for 7,000+ families across multiple channels using FreshDesk CRM. Saved 60% of cancellation requests through proactive retention strategies, achieving a 30% overall customer retention rate.
Education
Degrees, certifications, and relevant coursework
Virtual University of Pakistan
Bachelor of Science, Computer Science
Studied Computer Science at the Virtual University of Pakistan. Gained foundational knowledge in various aspects of computer science.
DataCamp
Associate Data Analyst, Data Analysis
Completed the Associate Data Analyst certification in SQL through DataCamp. Developed skills in data analysis and SQL.
Professional Certificate, Data Analytics
Obtained the Google Data Analytics Professional Certificate. Focused on data analysis methodologies and tools.
ConsulNet Corporation
Certification, IT & Business Training
Completed IT & Business Training Certification from ConsulNet Corporation. Acquired knowledge in IT and business practices.
Availability
Location
PakistanAuthorized to work in
Job categories
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