Ahmed Emarh Email and Phone Number

• Increased customer retention rate by 30% through the implementation of new customer successstrategies.• Reduced customer churn by 23% by addressing concerns and providing timely solutions.• Boosted product adoption by 37% through regular training and informational sessions on keyfeatures and benefits.• Led the creation of customer outreach programs, improving engagement and fostering deeperrelationships.• Developed email outreach campaigns alongside the Marketing team, including targetedcampaigns and quarterly check-ins.• Conducted client training sessions, ensuring optimal usage of LeadLander's application.• Collaborated with the Support team to produce relevant help center content and ledtroubleshooting efforts.• Reported customer satisfaction and engagement metrics to senior leadership, helping shapecustomer-centric initiatives.

• Led the resolution of Zendesk support tickets, ensuring timely resolution and customersatisfaction.• Improved customer satisfaction by collaborating directly with clients to troubleshoot and resolvetechnical issues.• Assisted clients in integrating and configuring LeadLander's API using Postman, streamliningtheir experience with the platform.• Managed and reduced the support ticket backlog by 15% through the introduction of new supportprocesses.• Collaborated with the product team to translate client feedback into product improvements,resulting in 10+ feature updates.• Regularly tested the application for bugs and reported findings using Asana and Jira, contributingto a more stable and reliable product.

• Supervise and mentor a team of technical professionals, ensuring timely and accurate projectdelivery.• Increased project delivery efficiency by 20% through effective resource allocation and processoptimization.• Collaborate with cross-functional teams to resolve technical issues, ensuring seamlesscoordination across departments.• Implemented strategies for continuous team development, boosting morale and enhancingperformance.• Regularly coached and mentored team members, contributing to their professional growth withinthe IT service domain.

• Developed and executed marketing strategies that aligned with the company's goals, resulting ina 25% increase in customer acquisition.• Analyzed market trends and optimized campaigns to improve ROI by 18%.• Ensured all marketing materials were consistent with the company's branding, maintaining acohesive brand image.• Managed the company's marketing infrastructure, including automation tools and communicationplatforms.• Monitored KPIs and compiled performance reports for executives, informing strategic marketingdecisions using Mailchimp and GA4.

▪ Handle LeadLander incoming tickets within the Upland Zendesk system▪ Work directly with customers to resolve issues▪ Investigate LeadLander tracking code installation on customer sites and test it▪ Maintain and be responsible for the entire LeadLander support queue and backlog

• Installed new equipment and integrated them into the system • Troubleshoot and resolved complex technology problems as the “go-to” person for IT issues • Dealt with numerous clients from different levels and met their expectations • Provided training and tutoring to students who wish to join the research Program • Contributed in publishing a research paper titled "Gender Differences in Vagal Tone Adaptation in an Expressive Writing Paradigm"