Open to opportunities

Umair Ali

@umairali5

Message

Customer-focused contact center leader specializing in SaaS onboarding, QA, and coaching.

Pakistan

Message

What I'm looking for

I seek a role where I can lead or coach support teams, improve CX metrics, drive SaaS onboarding/adoption, and work closely with U.S. stakeholders in a data-driven, collaborative environment.

I am a customer-focused support leader with 15+ years of experience across SaaS, telecom/broadband, automotive retail, and consulting, delivering omnichannel service and sales-assisted support for B2B and B2C accounts.

I have led and coached remote U.S.-based teams, implemented QA programs and micro-trainings, and built escalation playbooks that stabilized KPIs like CSAT, FCR, AHT, and SLA adherence.

I am proficient with Salesforce and Zoho CRM, CISCO dialers, live-chat platforms, and ticketing systems, and I focus on onboarding, retention, and measurable process improvements that drive time-to-value.

Experience

Work history, roles, and key accomplishments

Sales & Customer Success Rep

Podium Inc.

Jul 2024 - Feb 2025 (7 months)

Performed outbound consultative outreach to APAC SMBs, qualified needs, scheduled demos, and supported onboarding to accelerate time-to-value; maintained CRM hygiene to ensure pipeline and service continuity.

SaaS Sales Customer Onboarding CRM Outbound Outreach Pipeline Management APAC CRM Hygiene

Team Lead, Customer Support

3S Solutions

Jan 2021 - May 2024 (3 years 4 months)

Led a team of 5 U.S.-based support agents across phone and chat, implemented workflow playbooks and escalation pathways that improved FCR, AHT, and CSAT consistency during peak periods.

Remote Team Leadership Coaching & QA Escalation Management FCR CSAT SOPs Cross Cultural Communication

Customer Support Lead

HTML Pro

Feb 2019 - Dec 2020 (1 year 10 months)

Primary contact for Upwork corporate SaaS clients handling onboarding, post-sale support, and retention-focused communications while coaching junior agents and translating client needs into delivery scopes.

Client Management Onboarding Ticketing Coaching Proposal Writing Retention

Quality Assurance & Sales Support

Ibex Global

Apr 2016 - Dec 2018 (2 years 8 months)

Monitored frontline telecom calls for Comcast and Spectrum, delivered structured QA feedback and micro-trainings, and supported inbound sales during high-call-volume peaks to balance compliance and conversion.

Quality Assurance Training Telecom Root Cause Analysis Sales Support Compliance Reporting

Quality Assurance Specialist

LiveAdmins

Oct 2012 - Jan 2016 (3 years 3 months)

Oversaw quality for 14–15 chat agents, provided live coaching during spikes, and led weekly micro-trainings to improve written empathy, accuracy, and SOP effectiveness.

SOP Development Written Communication Training Performance Monitoring QC Collaboration

Senior Client Consultant

Adam Global

Oct 2009 - Aug 2012 (2 years 10 months)

Provided end-to-end consultancy for international clients on company formation and regulatory processes, acting as central client POC and managing documentation and post-launch support.

Consulting Documentation Stakeholder Management International Clients

Inbound Sales Specialist

Ovex Technologies

Apr 2006 - Jul 2009 (3 years 3 months)

Handled 60–70 inbound CISCO-dialer calls daily for U.S. clients, resolving service queries and onboarding steps while contributing to new-hire training and peer coaching.

Inbound Sales Onboarding Training Customer Empathy