Looking for a job

Muhammad Wasi Ur Rehman

@muhammadwasiurrehman

Message

I lead customer success, onboarding, and contact center operations across complex support environments.

Pakistan

Message

What I'm looking for

I'm looking for opportunities to lead customer success, onboarding, or support operations, solve technical customer issues, improve SLA and activation performance, and strengthen customer retention in a high-volume environment.

I've led customer success and contact center operations across e-commerce, healthcare, and enterprise client environments. At SPOSOSS Industries, I manage high-volume support across five e-commerce sites, resolving email, call, transaction, tracking, shipping, and Tier 2 escalation issues.

At PayActiv – SDS IT, I manage end-to-end enterprise account onboarding, partner with Engineering to remove technical blockers, and track activation engagement in Salesforce. I also work with Sales and Product on expansion opportunities while delivering virtual client training.

Previously at MTBC / CareCloud, I led daily operations for a 150+ member contact center, managed a $5M+ ARR portfolio, and reduced client activation delays by 22%. I bring hands-on experience with technical troubleshooting, ticketing systems, SLA performance, HIPAA compliance, data security, and client retention.

Experience

Work history, roles, and key accomplishments

Current

Virtual Assistant

Current

SPOSOSS Industries

Oct 2025 - Present (11 months)

Managed high-volume customer support across 5 e-commerce sites, resolving daily email and call inquiries in an Automotive Remarketing context. Troubleshot proprietary backend systems and resolved Tier 2 escalation tickets to meet strict SLA targets.

Customer Support Email Support Phone Support Ticketing Systems Technical Troubleshooting SLA Management E Commerce Operations

Current

Onboarding Specialist / Customer Success Manager

Current

PAYACTIV – SDS IT

Dec 2023 - Present (2 years 9 months)

Managed end-to-end Account Management and onboarding for enterprise clients, achieving the fastest turnaround for Dealer Services implementation. Partnered with Engineering to resolve technical friction and documented client records in Salesforce.

Account Management Customer Success Onboarding Salesforce virtual training Zoom Google Meet KPI Management

Assistant Manager, Contact Center

MTBC Pvt Ltd. (CareCloud Inc., NASDAQ)

Oct 2020 - Dec 2023 (3 years 2 months)

Led daily Contact Center Operations for a 150+ member team, ensuring consistent service standards across all support tiers. Troubleshot senior technical and billing escalations and resolved high-volume ticketing requests using Salesforce, Zendesk, and JIRA.

Call Center Operations Team Leadership Technical Troubleshooting Salesforce Zendesk Jira SLA Compliance EHR Configuration API Integration ARR Management

Team Lead, Client Success & Technical Support

MTBC Pvt Ltd. (CareCloud Inc., NASDAQ)

Jan 2019 - Oct 2020 (1 year 9 months)

Troubleshot EHR configuration issues and mentored a 10-person team on healthcare workflows and patient data privacy. Resolved system stability issues through weekly client sync meetings and improved support playbooks.

Technical Troubleshooting EHR Configuration Team Mentoring Healthcare Workflows HIPAA compliance SLA Management Client Sync

Team Lead, Marketing & Client Retention

Arrow Digital Pvt Ltd.

Oct 2016 - Mar 2018 (1 year 5 months)

Collaborated on client-success health scorecards that increased contract renewal rates by 20%. Resolved retention challenges by identifying key pain points in the customer lifecycle.

Customer Retention Customer Success Health Scores Market Trends Feedback Management Brand Loyalty