Jahanzeb Javed

JAHANZEB JAVED Customer Support Manager | Customer Success Manager Lahore, Pakistan • - •- SUMMARY Experienced Customer Success Manager at ITechLeadz, dedicated to delivering exceptional customer support and ensuring long-term client satisfaction. Skilled in building strong relationships, resolving complex issues, and optimizing customer experiences. Adept at collaborating with teams to enhance service delivery, reduce churn, and drive business growth through proactive account management and personalized support strategies. KEY SKILLS Technical Skills: Project Management | Customer Success Management | CRM Optimization (Zoho | Salesforce | HubSpot | Zendesk) | Customer Retention & Engagement | Data Analysis | Workflow Automation | SaaS & Subscription-Based Services | Process Improvement | Multi-Channel Support | Client Onboarding | Technical Support | Stakeholder Management | Conflict Resolution | End-User Support | Strategic Planning | Sales Support | Reporting and Insights | Cross-Functional Collaboration | Microsoft Office Suite (Excel | Word | PowerPoint) PROFESSIONAL EXPERIENCE Customer Success & Support Manager ITECHLEADZ LLC | Feb 2023 - Mar 2025 Resolved 95% of customer issues within SLA across multiple channels (email, chat, phone), maintaining a 92% CSAT score. Built a self-service help center (50+ articles) that reduced repetitive inquiries by 30%. Boosted client retention by 25% by implementing proactive check-ins and tailored solution recommendations. Led 5+ training webinars monthly, improving product adoption by 35% across 150+ accounts. Managed onboarding for 100+ new clients, reducing setup time from 2 weeks to 3 days. Implemented Flow HCM to track team performance metrics (resolution time, CSAT, productivity), enabling data-driven coaching that improved agent efficiency by 20% within 3 months. Mentored 18 junior support agents, with 5 promoted within 12 months due to performance improvements. Limousine Dispatcher | BlackUrban Tech | Aug 2022 - Feb 2023 Coordinated and scheduled transportation services, ensuring timely and efficient dispatch to meet customer needs. Optimized dispatch routes, improving on-time arrivals by 20% and customer satisfaction scores by 35%. Handled customer inquiries and service requests, maintaining high satisfaction levels. Customer Service Rep/Manager | Emenac LLC | Feb 2019 - Nov 2021 Upsold software solutions, contributing to a 15% increase in upsell revenue. Provided technical support, reducing ticket resolution time by 40%. Played a key role in customer retention efforts, addressing concerns and offering solutions to reduce churn. Customer Service Rep | Ufone | Mar 2016 - Oct 2017 Provided customer support for pregnant women in rural areas, ensuring they received timely medical assistance and guidance. Coordinated ambulance services and managed communication with drivers, facilitating safe and efficient hospital transportation. EDUCATION ADP - Health & Physical Education | University of Central Punjab |- Specialization in Health and Physical Education – Focused on the relationship between physical activity, wellness, and overall health improvement. Research on The Impact of Physical Activity – Explored how exercise influences mental and physical well-being, highlighting strategies for healthier lifestyles. Intermediate - Fine Arts | Government College Township | Aug 2013 - Aug 2015 Developed a strong foundation in creative expression, visual communication, and artistic techniques through Fine Arts studies. ADDITIONAL INFORMATION Team Leadership: Led 21-member Customer Success & Support Team, to win 5 GNEX awards -). Technical: Flow HCM, Zendesk, Salesforce, Power BI, Microsoft Office, Zoho, Hubspot. Languages: URDU, ENGLISH, PUNJABI.