Rana Fraz Ahmad
@ranafrazahmad
Customer-focused SaaS & FinTech Customer Success Manager driving retention.
What I'm looking for
I am a customer-focused SaaS and FinTech professional with nearly five years of experience across Customer Success, Technical Support, and Process Improvement, progressing from CSR to Team Lead at Revolut and currently leading integrations and post-sale support at RepairDesk. I have led implementations of in-house payment integrations, delivered trainings, and maintained a 95%+ satisfaction rating on integration-related support tickets while driving retention and upsell opportunities.
I specialize in troubleshooting, escalation handling, team leadership, and customer lifecycle management, and I use data-driven strategies to optimize processes—improving product stability by 15% and increasing customer retention by 25% in past roles. I prioritize empathy, adaptability, and long-term client relationships and have launched programs (MOD, NPS Riffle) that improved onboarding speed and positive customer feedback.
Experience
Work history, roles, and key accomplishments
Customer Success Manager
RepairDesk
Jan 2025 - Present (9 months)
Manage B2B SaaS onboarding, integrations, and post-sale support for RepairDesk's in-house payment systems, maintaining 95%+ satisfaction and enabling activation across multiple regions to improve retention and upsell opportunities.
Tier II Technical Support
RepairDesk
Jan 2024 - Jan 2025 (1 year)
Provided multi-channel Tier II technical support for software and inventory management, diagnosing and documenting complex issues and reporting bugs that led to a 15% improvement in product stability.
Led card payments support as Team Lead and second-line POC, implementing process improvements that reduced AHT by 7 minutes, increased FCR by 10%, and boosted customer retention by 25%.
Handled complex financial service issues as a Customer Support Representative, maintaining a 90% NPS and earning top-performing agent recognition before promotion to queue manager.
Delivered content for international clients on Upwork, developing client-focused communication and retention understanding across projects.
Education
Degrees, certifications, and relevant coursework
University of Engineering and Technology, Lahore
Bachelor of Science, Mechanical Engineering Technology
2016 - 2020
Completed a Mechanical Engineering Technology program at the University of Engineering and Technology, Lahore from 2016 to 2020.
Tech stack
Software and tools used professionally
Availability
Location
Authorized to work in
Job categories
Skills
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