# Sarmad Naveed

Sarmad Naveed is a remote worker on Himalayas, Customer Complaints Specialist at Tripshepherd, based in Pakistan.

Source: https://himalayas.app/@sarmadnaveed

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Customer success and support specialist driving 95%+ CSAT, retention, and upsell revenue with Salesforce and Zendesk expertise.
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| Detail | Value |
| --- | --- |
| Availability | Open to opportunities |
| Location | Pakistan |
| Authorized to work in | Pakistan |
| Job categories | Customer Success Specialist, Technical Support Specialist, Customer Complaint Coordinator, Senior Customer Success Specialist, Customer Success Manager, Sales, Customer Service |
| Skills | Customer Retention, Upselling, Customer Experience, Revenue Growth, Complaint Resolution, Salesforce, Zendesk, Gorgias, Zoho, Technical Support, Tier 1 Support, Tier 2 Support, Onboarding, Product Adoption, First Contact Resolutions, Customer Relationship Management, Objection Handling, Closing, Google Workspace, Microsoft, After Effects, Photoshop, Canva, Voice Over, Social Media Strategy, Premiere Pro |

## What I'm looking for

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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.
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## About

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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.
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## Experience

### Customer Complaints Specialist (current)

Tripshepherd. Apr 2025 - Present

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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.
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Skills: Upselling, Customer-Retention, Salesforce, Zendesk, Gorgias, Escalation-Management

### Senior Customer Service Representative

Motive. Oct 2021 - Nov 2023

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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.
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Skills: Account-Management, Onboarding, CSAT, Salesforce, Workflow-Management, Customer-Success

### Customer Support & Technical Specialist

SDS IT. Feb 2020 - Oct 2021

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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.
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Skills: Fintech-Support, Troubleshooting, Upselling, First-Contact-Resolutions, Zendesk, Gorgias

### Senior Customer Service & Sales

Sybrid Pvt. Ltd.. Jul 2019 - Dec 2019

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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.
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Skills: Consultative-Selling, Customer-Service, Sales-Targets, Objection-Handling, CSAT, CRM-Systems, Conversion-Rate-Optimization, Customer-Relationship-Management

### Sales Associate - Auto Warranty

Touchstone Communications Pvt. Ltd.. Jan 2018 - Apr 2018

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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.
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Skills: Sales-Pitching, Objection-Handling, Closing, Upselling, Customer-Acquisition

## Education

### Islamabad Model College for Boys

FA (Arts), Arts. 2014 - 2015. Grade: EQF Level 3

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Completed FA – Arts (EQF Level 3) at Islamabad Model College for Boys during 2014–2015.
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### Advanced English Language Certification (Pakistan)

Advanced English Language Certification, English Language. Grade: Professional Level

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Earned an Advanced English Language Certification at the professional level in Pakistan.
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## Tech stack

- Salesforce
- Gmail
- Zendesk
- Google Workspace
- Adobe Premiere Pro
- Canva
- Gorgias
- Jan

To contact Sarmad, message them from this profile with a Himalayas employer account: [Hire on Himalayas](https://himalayas.app/hire).

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