mdnasirur

Managed 40+ customer accounts with 95% CSAT and 95%+ renewal rate—achieved zero involuntary churn and built trusted relationships across voice, chat, and support channels. Reduced customer churn through systematic issue resolution and root-cause analysis—maintained 75% First Contact Resolution while eliminating repeat contacts, extending customer lifetime value. Detected 20+ at-risk accounts monthly using predictive health scoring; executed intervention playbook achieving 80%+ recovery rate, protecting renewal revenue and stabilizing customer lifecycle. Surfaced and qualified 40+ expansion opportunities annually with estimated pipeline value of $250K-$400K (based on average $6K-$10K deal size); contributed high-quality expansion pipeline to sales team. Rectified critical customer escalations by coordinating with Operations, Escalation, and QA teams; eliminated repeat escalations for 30+ cases. Guided 8+ junior team members through structured onboarding; enabled 92% CSAT rating vs. 90% team baseline; decreased ramp time by 33%.

Managed 80+ SMB and enterprise accounts through full customer lifecycle: discovery, onboarding, ongoing service, and renewal; sustained 95%+ renewal rate. Diagnosed client needs through consultative assessments; architected customized solutions that secured 100% retention for portfolio of 15 key accounts. Discovered 60+ expansion opportunities over 5 years; upsells added complementary services to 35% of portfolio; drove average account growth of 15% YoY. Addressed client concerns (pricing, quality, SLAs) with 98% satisfaction rating; maintained zero escalations to senior management across 80+ accounts. Built customer intelligence system documenting preferences, order history, and feedback; enabled data-driven account strategy and personalized outreach.