OSOmar Saleem
@omarsaleem
Customer Support expert with 8 years of experience
PakistanWhat I'm looking for
As a seasoned Customer Support expert, I've had the privilege of working with various companies, from startups to established brands, helping them build and scale their customer support teams. With a strong background in psychology, I've developed a unique understanding of customer needs and behaviors, allowing me to craft tailored solutions that drive customer satisfaction and loyalty.
Throughout my career, I've demonstrated my ability to lead and manage teams, develop and implement effective onboarding processes, and drive revenue growth through strategic customer success initiatives. My expertise in customer support, technical onboarding, and sales has enabled me to make a significant impact on the companies I've worked with.
I'm passionate about staying up-to-date with the latest trends and technologies in customer support and success, and I'm always looking for opportunities to share my knowledge and experience with others.
Experience
Work history, roles, and key accomplishments
Customer Support Manager
Foreplay.co
Jan 2023 - Oct 2023 (9 months)
Built the foundations for the support team, managed the Intercom inbox, and reduced First Response Time from 17 hours to 1 hour. Helped build the first version of Foreplay.co's help site through Intercom and worked closely with the product team to launch a crucial feature.
Customer Support Lead & Technical Onboarding Specialist
EcoCart
Apr 2021 - Jan 2023 (1 year 9 months)
Drove thousands of customers to make their orders carbon neutral, worked with prestigious brands, and managed 2 customer support reps along with 2 QA analysts. Built out the customer onboarding function and onboarded over 600 eCommerce merchants to the EcoCart platform.
Customer Success Associate
OrderMetrics
Jun 2019 - Apr 2021 (1 year 10 months)
Maintained an average CSAT of 95%, published 60+ articles on the self-serve knowledge base, and helped inform key product decisions with data. Gained experience as the business got acquired and rebuilt the product from scratch.
Customer Success Manager
Avaza
Jan 2017 - Jun 2019 (2 years 5 months)
Onboarded 300+ customers, created in-depth video tutorials, and created hiring and onboarding processes for non-technical roles. Hired and coached 4 customer success reps.
Customer Success Specialist & Account Executive & Sales Trainer
Motive (formerly KeepTruckin)
Jan 2016 - Jan 2017 (1 year)
Hired as a support representative, promoted as the first Account Executive for the SMB segment, and hired and trained a team of 15 AEs. Added over $560K in expansion ARR while working as an acting CSM.
Education
Degrees, certifications, and relevant coursework
Omar hasn't added their education
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Availability
Location
PakistanAuthorized to work in
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