Omer Asad
Toronto,ON
Summary
Professional in client relationship management with track record of enhancing customer satisfaction and driving value. Fast learner, with a focus on improving processes and team collaboration. Goal-oriented with a passion for data analysis, and recognized by peers for effective communication and problem solving skills.
Overview
5
5
years of professional experience
Work History
Customer Success Manager
BuildOps
03.2023 - Current
- Engaged and supported over 55 customers through their process of understanding, adopting, and maximizing value out of BuildOps.
- Consolidated product knowledge, and helped communicate technical aspects to clients from the full range of technical backgrounds to optimize workflow and gain buy-in from relevant stakeholders.
- Identified areas of improvement, up-selling available services to clients who would benefit from them, increasing revenue of book of business by 20%.
- Drove client retention through proactive outreach and attention to detail, enabling client retention of 95%.
Client Success Manager
Humi
03.2022 - 11.2022
- Managed 150 client accounts, totaling 7000 employees, to ensure smooth operations, communications, and product efficiency.
- Created 6 different training modules to help clients, and 4 modules to help internal teams to learn details about product in an approachable manner, reducing in-person training time by 40%.
- Maintained a 95% customer satisfaction with my clients, building trust and delivering excellent client experience.
- Managed renewals and expansion strategy to maximize retention rates, upsell, and cross sell.
Client Support Associate
Humi
06.2021 - 03.2022
- Developed a technical know-how within 6 months, becoming a specialist for one of the most challenging modules: Time Off.
- Prepared over 50 types of reports using SQL and Excel to manipulate and present data in a clear and effective manner.
- Helped clients troubleshoot and resolve issues quickly and effectively, getting an average of 95% review rating over 600 tickets.
- Spearheaded new initiatives to improve the Time Off module, which resulted in 5 long standing iceboxed bugs to be resolved, optimized the UI with 9 different changes to reduce user errors, and added 12 new highly requested features.
Student Computing Consultant
University of Waterloo
01.2020 - 08.2020
- Improved company procedures by writing and updating 8 wiki articles for common and unique problems, updating operating regulations.
- Repaired 20-30 software issues a week in Windows, MacOS, Linux, and ChromeOS, prioritizing competing deadlines.
- Multitasked on resolving long term issues with several devices, while attending to incoming clients, emails, and calls.
- Worked directly with 50-100 customers a week to identify and troubleshoot software, hardware, and network issues.
Education
Bachelor of Science - Physics
University of Waterloo
Waterloo, ON08.2020
Skills
- Customer Account Management
- Customer Relationship Building
- Customer Retention
- Client Relations
- Strategic Planning
- Teamwork and Collaboration
- Problem Resolution
- Documentation And Reporting
- Report Building and Analysis
- Presentation
Timeline
Customer Success Manager
BuildOps
03.2023 - Current
Client Success Manager
Humi
03.2022 - 11.2022
Client Support Associate
Humi
06.2021 - 03.2022
Student Computing Consultant
University of Waterloo
01.2020 - 08.2020
Bachelor of Science - Physics
University of Waterloo
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