Open to opportunities

Mohammad Syed

@mohammadsyed

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Dedicated Customer Success Manager with expertise in implementation.

Pakistan

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What I'm looking for

I am looking for a role that allows me to leverage my skills in customer success and implementation, ideally in a collaborative environment that values innovation and client satisfaction.

I am a dedicated and detail-oriented professional with a proven track record of excellence across various industries. My passion lies in meticulously analyzing complex processes to enhance and improve client workflows, ensuring that I deliver high-quality cohesive solutions that exceed client expectations and drive referrals.

Currently, I serve as a Senior Customer Advocate at GlowInsurance LLC, where I manage a diverse book of business using Airtable and Hubspot. My role involves handling client escalations, managing operations teams, and mitigating churn while expanding annual recurring revenue (ARR). Previously, I worked as a Senior Business Analyst at SolitonTech/Persivia Inc., where I led enterprise client meetings and collaborated closely with development teams to ensure smooth project implementations.

Experience

Work history, roles, and key accomplishments

Current

Sr. Customer Advocate

Current

GlowInsuranceLLC

Jun 2024 - Present (1 year)

Managed the book of business on Airtable and Hubspot, handling inbound calls and policy management. Identified whitespace and managed the operations team to ensure efficiency and mitigate churn.

Airtable HubSpot Customer Advocacy Policy Management Operations Management Onboarding Account Management ARR Expansion

Senior Business Analyst

SolitonTech/PersiviaInc.

Jun 2022 - May 2024 (1 year 11 months)

Analyzed operational workflows and client requirements during implementation, leading weekly enterprise client meetings to discuss progress. Incorporated client workflows and enhancement requests into ongoing sprints, acting as a liaison between clients, Dev, and third parties.

Business Analysis Project Management Jira Client Meetings Implementation QA

Implementation Specialist

CureMD

Oct 2020 - May 2022 (1 year 7 months)

Conducted new implementations and onboarded new clients, providing virtual trainings on multiple platforms. Collaborated with Dev Ops and Business Analysis VP for CRs, monitoring and remotely accessing client systems post-implementation.

Implementation Onboarding Bug Reporting Product Support Remote Access

Customer Service Representative

BankofNovaScotia

Sep 2014 - Dec 2016 (2 years 3 months)

Assisted walk-in customers and managed customer escalations within the branch. Processed applications for new accounts and led credit card campaigns at corporate and educational institutes.

Customer Service Customer Escalation Account Management Credit Card Campaigns Compliance Team Supervision Salesforce CRM Microsoft Office

Quality Assurance Specialist

TRG/IBEX

Dec 2012 - Mar 2014 (1 year 3 months)

Performed Quality Assurance for a sales floor of 300 Sales Executives, training and developing current and new recruits. Monitored all inbound communication, ensured proper SOPs were established and maintained, and graded calls for compliance.

Quality Assurance Sales Training SOP Development Compliance Monitoring Call Grading Floor Supervision

Education

Degrees, certifications, and relevant coursework

University of Ottawa

Bachelor of Commerce, Commerce

Studied business principles and practices at the University of Ottawa, focusing on core aspects of commerce. Gained foundational knowledge in various business disciplines.