sadik User

I’m a Customer Success and SaaS Operations professional with 4+ years of experience managing onboarding, customer retention, lifecycle operations, and support workflows across SaaS and EdTech environments. I focus on turning early engagement into long-term value through structured processes and measurable outcomes.

In my current role as a Customer Success Manager at Bhanzu, I manage onboarding and lifecycle operations for 40–60 B2B customer accounts across the US and Canada. I improved customer activation rates by 25% with structured onboarding workflows and engagement strategies, and I reduced churn by 20% through proactive retention initiatives and customer success planning. I also maintain 90%+ CSAT while handling escalations, onboarding, and customer training sessions.

Previously at Wizklub as a Senior Customer Success & Operations Specialist, I managed high-volume customer support across email, chat, and virtual communication. I maintained 95%+ SLA adherence while improving escalation response efficiency, and I reduced escalation rates by 30% by optimizing workflows and strengthening communication processes. I also created SOPs and internal documentation to improve operational consistency and onboarding efficiency.

Earlier at Cogent BPO, I handled customer onboarding, issue resolution, and SLA-driven support operations while tracking operational KPIs like CSAT, workflow accuracy, and resolution efficiency. I bring a strong CRM and workflow toolkit—Salesforce, HubSpot, Zendesk, Intercom, Freshdesk, and AI-assisted workflow optimization—plus an emphasis on SOP documentation, KPI reporting, and continuous improvement.