BIG IMMERSIVE

Customer Operations Lead

• Lead a team of technical support specialists in providing exceptional customer support and resolving technical issues.
• Streamline support processes and optimize workflows to enhance efficiency and customer satisfaction.
• Utilize data analysis tools and techniques to identify patterns, trends, and insights for continuous improvement.
• Collaborate with cross-functional teams to address complex customer issues and provide solutions.
• Develop and implement training programs to enhance the technical skills of the support team.
• Monitor key performance indicators (KPIs) to measure the effectiveness of support operations and drive improvements.
• Foster strong relationships with customers and ensure their success through proactive communication and problem-solving.

Customer Success Specialist

i2c Inc.

Mailmunch

• Providing support support through the use of Intercom Live Chat.
• Incorporating push messages to reduce churn.
• Getting positive reviews for Mailmunch app on different marketplaces.
• Reporting Bugs and issues to the Dev team.

Live Chat WorldWide

• Handling the call support.
• Keeping call volume under control.
• Reporting any issue that we had no solution for.
• Providing feedback to the senior management about the issues being faced in the escalations.
• Maintained 100% of attendance throughout my tenure.
• Maintained 100% of my quality throughout my tenure.
• Met all the KPIs.

Senior Customer Success Specialist/Sales Specialist

Mindbridge Private Limited

• Managed the team.

• Handling all the escalations.
• Making sure to report the escalated for which we had no policies.
• Making sure to report all the issues that we had no documentation about.
• Keeping the emails queue under control.
• Maintained 100% of attendance throughout my tenure.
• Maintained 100% of my quality throughout my tenure.
• Met all the KPIs.

Team Coordinator

• Worked as a Senior Support agent.
• Handling all the escalations.
• Making sure to report the escalated for which we had no policies.
• Making sure to report all the issues that we had no documentation about.
• Keeping the emails queue under control.
• Maintained 100% of attendance throughout my tenure.
• Maintained 100% of my quality throughout my tenure.
• Met all the KPIs.

Senior Customer Service Representative

33K+ | Technical Support Manager | Customer Success Expert | Process Improvement | Metaverse | Web3

I am a results-driven Customer Success Manager with over 7 years of experience in the customer success industry. My passion lies in helping customers achieve their goals by providing exceptional support and driving their success. With a strong skill set that includes analytical skills, interpersonal skills, customer service operations, and team management, I am well-equipped to lead and inspire a support team.

Currently, I hold the position of Senior Technical Support Specialist at Big Immersive, where I have been instrumental in training employees to adapt to customers' evolving needs. I am also responsible for recruiting, interviewing, and onboarding new customer service representatives. By reporting successes in customer service to upper management and implementing customer feedback into training programs, I consistently strive to improve the quality of support provided. Additionally, I have a keen eye for key performance indicators (KPIs) and utilize data analysis to measure progress toward customer service goals.

In my role, I leverage Intercom to provide timely and effective support, ensuring customer satisfaction. I have a track record of successfully resolving bugs and production-related issues, promptly updating users on the status of their resolutions. Moreover, I have experience managing online communities, such as Discord, and effectively handling payment-related tasks, transactions, campaign-related stats/sheets, and special auctions. I am proficient in initiating the funds withdrawal process for users, ensuring a seamless customer experience.

Prior to my current position, I worked as a Customer Success Specialist at i2c Inc. and Mailmunch, where I utilized Intercom Live Chat to deliver exceptional support, incorporated push messages to reduce churn, and collaborated with the development team to address bugs and issues.

During my tenure as a Senior Customer Success Specialist/Sales Specialist at Live Chat Worldwide, I efficiently managed call support operations, controlled call volume, and provided valuable feedback to senior management regarding escalations. I consistently met all key performance indicators (KPIs), ensuring high levels of customer satisfaction.

Additionally, I have experience as a Team Coordinator at Mindbridge Private Limited, where I successfully managed a team and coordinated workflow to achieve organizational goals.

I am passionate about networking with professionals in the customer success industry and always eager to explore new opportunities.

In 2022, my wife and I bought our first car with our own money, Alhumdulillah.

And no… it wasn’t something fancy.
It was a 1988 Charade.

No AC.
No wipers.
Rust everywhere.
Broke down whenever it felt like it.

But it got us where we needed to go for almost 8 months before I finally sold it.

So why am I sharing this?

Because this is what real progress looks like but most people won’t tell you that.

On social media, progress looks like:
a new car
a bigger house
the latest phone
luxury everything

But in real life?
Progress is often small, messy, imperfect, and unglamorous.

It’s the first used car.
It’s the first small paycheck.
It’s the first apartment you can barely afford.
It’s the little steps no one claps for.

And honestly?
Those small steps matter more than the big flashy ones.

If you’re moving forward.. even slowly.. you’re doing better than you think.

Don’t let the world trick you into believing your progress isn’t “good enough.”
You’re building. You’re growing. You’re advancing in ways you’ll only appreciate later.

Keep going.
Your story is unfolding beautifully.. even if it doesn’t look pretty yet.

Qasim Ali Tariq 🌟

Dropped Out. Built a 9-Year CX & Support Career. Finished My Degree While Leading Ops - Now Supporting Global ERP Clients.

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