M Nazrul Islam Mollah

M. Nazrul Islam Customer Success & Support Specialist | Creator & B2B Operations Khulna, Bangladesh |-| - PROFESSIONAL SUMMARY Customer Success and Support Specialist with 13+ years of experience across B2B operations, lead generation, and customer lifecycle management. Currently supporting Healthdesk AI by managing customer onboarding, handling complex escalations, and collaborating with AI-driven support systems to improve efficiency, retention, and time-to-value. Strong background in SaaS, CRM workflows, and human-in-the-loop support models. CORE SKILLS Customer Success, Customer Support Operations, SaaS Onboarding, AI-Human Support Collaboration, Escalation Management, CRM Management, Email Communication, Retention Strategy, Creator Operations, B2B Lead Generation PROFESSIONAL EXPERIENCE Customer Success & Support Specialist — Healthdesk AI (Sep 2025 – Present) • Managed end-to-end onboarding for new customer accounts, ensuring seamless post-sale setup and configuration • Provided human-in-the-loop support by resolving escalated cases from AI Agent, including billing and cancellations • Trained and refined AI support workflows to reduce escalation volume and improve autonomous resolution • Developed targeted customer communications, including email sequences and newsletters, to drive retention and adoption • Enabled scalable customer success through AI-human collaboration and faster time-to-value Freelancer / Independent Contractor — Upwork Inc., USA (Feb 2014 – Present) • Delivered B2B lead generation, contact enrichment, and CRM-ready databases for global clients • Supported creator-led brands with partner sourcing and operations • Built ICP-aligned prospect lists optimized for outreach and conversion EDUCATION Secondary School Certificate (SSC), Humanities Bangladesh Open University | GPA: 3.5