Prior Customer Support Work
Usamah Sidat
Customer Success Manager
Customer Support Representative
HubSpot
Intercom
Slack
With a wealth of experience in customer-facing roles, I have honed my skills in delivering exceptional service and fostering meaningful connections with every individual I interact with.
2021 - 2022
Sitel - Retentions Advisor
Successfully managed a portfolio of 40+ customers a day, using HubSpot and Jira to keep track of their needs and provide timely support.
Collaborated with cross-functional teams, including sales and operations, to develop strategies to retain customers and improve customer satisfaction rates by 20%.
Resolved customer issues and complaints through effective communication and problem-solving skills, resulting in a 15% reduction in churn rate.
2018 - 2019
Hinduja Global Solutions - Customer Service Representative
Resolved customer complaints and inquiries efficiently by using Intercom, resulting in a 95% satisfaction rate.
Consistently maintained outstanding written and verbal communication skills in English while dealing with a diverse range of customers, resulting in positive feedback from customers and colleagues.
Collaborated with cross-functional teams such as product and operations to ensure that customer inquiries and feedback were addressed promptly, resulting in a 20% reduction in customer churn.
