Open to opportunities

Sarmad Naveed

@sarmadnaveed

Customer success and support specialist driving 95%+ CSAT, retention, and upsell revenue with Salesforce and Zendesk expertise.

Pakistan

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What I'm looking for

I’m looking for a customer success/support role where I can own retention and CSAT, reduce resolution time with smart CRM workflows, and grow revenue through upsells—while partnering with product and sharing data-driven insights for continuous improvement.

I’m a customer success/support specialist with 10+ years serving U.S. and Canadian markets in SaaS/FinTech. I consistently achieve 95%+ CSAT, converting 25–30% of escalations into upsell revenue while strengthening retention and brand trust.

In my current Canadian client support role, I resolve 95%+ of escalated complaints and improve customer retention through personalised service and follow-ups. I also coordinate bookings and logistics with 99% accuracy, and I streamline CRM processes to enhance team efficiency and tracking by 35–40%.

Previously, I managed U.S. logistics SaaS accounts and improved retention by 15–20% while increasing product adoption by 25% through onboarding and consultative support. I’ve maintained CSAT at 4.5+/5 on complex technical cases and reduced resolution time by 20% using efficient CRM workflows.

Beyond CX, I’ve built high performance through Tier 1/Tier 2 troubleshooting, objection handling, and closing—often exceeding sales targets by 120–150% and delivering 30%+ conversion rates. I bring CRM optimisation expertise (Salesforce, Zendesk, Gorgias, plus Zoho) and strong digital/creative capability using Adobe Premiere Pro, After Effects, Photoshop, and Canva to create engaging brand content alongside support responsibilities.

Experience

Work history, roles, and key accomplishments

Current

Customer Complaints Specialist

Current

Tripshepherd

Apr 2025 - Present (1 year 2 months)

Resolved 95%+ of escalated complaints for a Canadian client, improving retention and brand trust. Converted 25–30% of cases into upsell revenue and increased repeat bookings by 20% through personalized follow-ups.

Escalations Upselling Customer Retention Salesforce Zendesk Gorgias

Senior Customer Service Representative

Motive

Oct 2021 - Nov 2023 (2 years 1 month)

Managed U.S.-based customer accounts, improving retention by 15–20% and increasing product adoption by 25% through onboarding and consultative support. Maintained CSAT of 4.5+/5 and reduced resolution time by 20% using efficient CRM workflows.

& Customer Success Account Management Onboarding CSAT Workflows Salesforce

Customer Support & Technical Specialist

SDS IT

Feb 2020 - Oct 2021 (1 year 8 months)

Handled 80–100+ daily phone, email, and chat interactions for a U.S. fintech project (Payactiv), improving first-contact resolution by 15%. Identified upsell and feature adoption opportunities while reducing escalations through effective troubleshooting.

Fintech Support Troubleshooting Upselling First Contact Resolutions Zendesk Gorgias

Senior Customer Service & Sales

Sybrid Pvt. Ltd.

Jul 2019 - Dec 2019 (5 months)

Exceeded U.S. sales targets by 120–150% and achieved 30%+ conversion rates through consultative selling while delivering strong CSAT performance. Ranked among top-performing agents across sales and customer service.

Consultative Selling Customer Service Sales Targets Objection Handling Conversion Optimization CSAT Client Relationship Management CRM Systems

Sales Associate - Auto Warranty

Touchstone Communications Pvt. Ltd.

Jan 2018 - Apr 2018 (3 months)

Surpassed auto warranty sales quotas by up to 140% by delivering high-conversion sales pitches and objection handling. Increased revenue per call through premium package positioning for the U.S. market.

Sales Pitching Objection Handling Closing Upselling Customer Acquisition