SRSahid Reza
@sahidreza1
I am a customer-success leader boosting CSAT, NPS and retention across B2C and B2B.
ZimbabweWhat I'm looking for
I am a customer-centric leader with over 9 years of experience in customer support and success across B2C and B2B, focused on driving measurable improvements in satisfaction and retention.
I have led teams of up to 18 support professionals to 98% SLA adherence, revamped workflows to cut 10,000+ complaints, reduced resolution time by 40% and repeat queries by 35%, and launched knowledge bases and onboarding programs that accelerated adoption by 40% while improving first-contact resolution.
I boosted CSAT from 84% to 94%, lifted NPS to 72, cut churn by 40% and increased overall satisfaction by 22% through VoC, health scoring and cross-functional initiatives; I hold Six Sigma certifications and am immediately available for remote leadership roles.
Experience
Work history, roles, and key accomplishments
Senior Customer Success Manager
Kaizen Asset Management Services
Oct 2020 - Present (4 years 10 months)
Led a team of 18 support professionals, achieving 98% SLA adherence and revamping workflows to reduce resolution time by 40% and cut 10,000+ complaints; boosted CSAT from 84% to 94%, NPS to 72, and reduced churn by 40%.
Customer Support & Success Team Leader
Vedantu Innovations Pvt. Ltd.
Apr 2018 - Sep 2020 (2 years 5 months)
Supervised 12 support specialists and implemented workflow and training improvements that raised NPS for 2,500+ customers, reduced product defects by 17%, and increased revenue by 21%.
Customer Support Associate
Amazon Pvt. Ltd.
May 2016 - Mar 2018 (1 year 10 months)
Handled 100+ daily multichannel queries with 100% SLA and 98.7% CSAT over 16 months, improving resolution time by 22% through canned responses and workflow automation.
Education
Degrees, certifications, and relevant coursework
DUDon Bosco University
Master of Technology, Electronics and Communication Engineering
2014 - 2016
Master of Technology in Electronics and Communication Engineering from Don Bosco University from 2014 to 2016.
GUGauhati University
Bachelor of Engineering, Applied Electronics and Instrumentation Engineering
2009 - 2013
Bachelor of Engineering in Applied Electronics and Instrumentation Engineering from Gauhati University from 2009 to 2013.
Tech stack
Software and tools used professionally
Availability
Location
ZimbabweAuthorized to work in
Job categories
Skills
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