Umer Hamid Email & Phone Number

-Direct point of contact for 1700 Top clients on the Platform.-Maintained an extensive relationship with customers to address platform limitations/issues and provided solutions-Providing extensive assistance to avoid customer churn-Identifying growth opportunities by providing proactive solutions to customers to enhance customer growth-Assisting customers with Migration to platform-Working closely with Engineering/Product Teams to convey customer concerns-Ensured Quarterly KPI's and Goals are met by increasing customer MRR and product adoption

Focusing on top 5000 customers on the plafrom in providing a personal touch to enhance their experience by building a relationship, addressing issues and growing the customer. -Ensured customer satisfaction on the platform by personalization-Increase in overall ARPU and NDR of the customer cohort assigned-Conducted outreaches to customers to figure out their issues on the platform and provide adequate solution-Held training sessions to improve product knowledge of new hires-Tracked customer engagement score and outlined strategies to improve said score-Proactively spotted customer’s minimal use of services by pitching the best value as a solution-Served as an intermediary for escalations raised by customers-Reported and managed critical incidents in a collaborative environment-Sought new ways to exceed customer expectations and improve retentionrates

Engaged with customers to provide effective solutions to solve customer issues that relate to their account, billing, and platform experience. Educated customers about DigitalOcean's platform capabilities and features, spearheading their engagement, and offering an exceptional experience throughout their journey from on-boarding to scaling. Responsibilities also include learning DigitalOcean products and adapting to rapid product, process, and policy changes. -Assisted customers with relevant account/billing issues-Prioritized effort to maintain SLA status-Ensure that customer satisfaction is achieved by 100%-Improved my Quality Score from 82% to 92% in the span of 3 months-Assisted management with escalated issues that required prioritized attention-Trained new hires on standard operating proceducres and product-100% over achieved my monthly and yearly targets

Islamabad

Product Expert for the Dashcam Team and general support on the platform. -Provided assistance to general customers on a day to day basis -Exclusive and Enhanced support to preferred clients, -Point of contact for valuable clients and being a direct assistance for them. -Subject Matter expertise -Guided teams and provided several training sessions -Statistics collection for impacted products -Reporting overall team performance and product performance with the Engineering teams.

Islamabad

Hardware Expert, resolving technical support issues on a higher Tier level. -Product expert, several products provided by the company. -Resolving technical issues reported by customers. -Providing statistics and escalations to Tier III and Engineering -Working closely with Engineering teams to provide feedback about product failures/issues.

Islamabad

Assisting customers directly with their technical support issues. -Resolving issues via call/emails -Providing solutions to their general issues with the product -Educating the customer on product usage -Reaching out to preferred clients for solutions to their technical problems -Escalating issues to higher tiered support levels -Responding to customer queries on a daily basis.

Islamabad, Pakistan

Being a point of contact between the client and the agency, handling client requests along with being in touch with the clients Marketing & Finance department for account payable.

Islamabad

B2B Operations, marketing the brand and acquiring sales. I have roughly on boarded more than 40 restaurants in about 4 months. Uploading and maintaining restaurant data and daily operations on the foodpanda platform.

Lahore

Accounting Opening, Cash Management/Balancing, Customer Relationship Management, Database Management, Document assessments.

Master Of Business Administration - Mba, Logistics, Materials, And Supply Chain Management

Bachelor Of Business Administration (Bba), Marketing

Activities and Societies: Conferences/Seminar's arranged by my team. Business Administration, learned about management techniques.

Fsc, Pre-Engg