Open to opportunities

Qasim Ali Tariq

@qasimalitariq

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Driving Growth & Retention Across SaaS, Web3, Fintech & EHR | 8+ Yrs in CX & Support Ops

Pakistan

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What I'm looking for

I am looking for a role that values customer-centric strategies, fosters collaboration, and offers opportunities for professional growth.

I am a customer operations and success professional with over 7 years of experience in enhancing customer experiences for fast-moving tech companies. My expertise lies in launching scalable support processes, guiding users through onboarding, and collaborating with product and engineering teams to create impactful solutions. I am passionate about solving real user problems and am certified in Agile project management and Six Sigma.

Throughout my career, I have led significant improvements in customer satisfaction and operational efficiency. For instance, I revamped customer operations at Big Immersive, resulting in a 20% boost in team efficiency. My ability to analyze customer data trends has informed quarterly product updates and CX strategies, ensuring alignment with go-to-market strategies and increasing client lifetime value.

I thrive in cross-functional environments, having built and led teams that enhance service delivery and client retention. My commitment to building trust and driving results has consistently turned customers into advocates, and I am eager to bring this dedication to a new opportunity.

Experience

Work history, roles, and key accomplishments

Current

Customer Operations Lead

Current

Big Immersive

Jan 2022 - Present (4 years 5 months)

Managed end-to-end customer operations across onboarding, support, and client success for Web3 and immersive tech clients. Introduced scalable process improvements, resulting in a 20% boost in team efficiency and more consistent service levels.

Customer Operations Web3 Client Success Process Improvement Data Analysis Team Leadership Cross Functional Collaboration Zendesk Jira Slack

Customer Support Executive

i2c Inc.

Dec 2021 - Jan 2022 (1 month)

Provided high-volume cardholder support through phone and email, adhering strictly to compliance and data confidentiality standards. Completed a targeted training and knowledge transfer engagement supporting a temporary team ramp-up.

Customer Support Compliance Confidentiality Phone Support Email Support Training Zendesk

Customer Success Manager

MailMunch

Aug 2021 - Dec 2021 (4 months)

Orchestrated personalized onboarding and product walkthroughs for new clients, leading to a 15% reduction in churn during the first 90 days. Developed onboarding resources and email sequences that improved activation rates by 12%.

Customer Success Onboarding HubSpot Email Marketing Client Relationship Management

Customer Success Specialist / Sales Specialist

LiveChat Worldwide

Dec 2020 - Aug 2021 (8 months)

Delivered tailored onboarding support and product demos to B2B clients across various regions. Nurtured long-term client relationships and provided prompt issue resolution through live chat, email, and CRM tools.

Customer Success Sales Onboarding Product Demos Client Relationship Management Live Chat CRM Upselling Intercom

Team Coordinator

Mindbridge

Mar 2018 - Dec 2019 (1 year 9 months)

Supported onboarding and success for new clients, with a focus on building rapport and ensuring seamless integration. Coordinated between internal teams and clients to resolve technical and operational issues quickly.

Team Coordination Onboarding Technical Support Support Operations Customer Feedback Relationship Building Jira Trello

Education

Degrees, certifications, and relevant coursework

Virtual University

Bachelor of Business Administration (Hons), Business Administration

Completed a Bachelor of Business Administration with Honors, focusing on core business principles and management strategies. This program provided a strong foundation in business operations and administration.