Nour Hassan

H

Remote Success Analyst

Hyros

Apr 2024 - Current (2 years 3 months)

Proactively analyzing user behavior, tailoring use cases and tools to align with client needs, and seamlessly integrating our product into their ecosystem. Early Detecting potential churn risks, allowing me to address them proactively. By fostering strong relationships with teams and business leaders, I implement problem-resolution processes to ensure prompt resolution of customer issues. • Streamlined the onboarding process, reducing duration by 50%. • Designed workflows and innovative uses of our tool's features to meet diverse client needs, retaining 5+ key clients. • Proposed and contributed to tailored product features, increasing client satisfaction by 5%.

Engagement Manager

Testlio

Sep 2021 - Oct 2023 (2 years 2 months)

Resolved customer issues promptly to enhance client experience. Used clear communication to address concerns and gathered feedback. Delivered personalized solutions tailored to individual preferences, ensuring alignment with client needs. Continuously evaluated feedback to refine and improve service offerings. • Spearheaded data-driven decision-making processes to inform initiatives, analyze behavioral trends, and tailor recommendations for optimal portfolio performance. • Managed and fostered a book of business exceeding $1M in annual recurring revenue. • Led and negotiated successful contract renewals, achieving growth rates surpassing 200% for some contracts.

K

Customer Success Manager

Konfo

May 2021 - Jul 2021 (3 months)

Managed the full client lifecycle, overseeing onboarding, tool usage, and identifying growth opportunities to expand the client portfolio. Identified pain points affecting client experience and led initiatives to strengthen client relations. • Formulated and tracked key customer health metrics, establishing a framework for sustained client satisfaction. • Piloted targeted advancements and features based on client feedback to deliver tailored solutions that align with clients' evolving needs and objectives.

D

Customer Success Manager

DXPR

Feb 2019 - May 2021 (2 years 4 months)

Designed and implemented onboarding and success processes to enhance service efficiency and drive client growth. Managed the company's book of business while streamlining customer onboarding. • Developed advanced criteria to prioritize and resolve customer ticket backlogs effectively. • Improved documentation processes and improved coverage to achieve 90% coverage.

Partner Success Manager

Teleperformance

Dec 2017 - Feb 2019 (1 year 3 months)

Developed and applied eLearning modules and physical coaching sessions while empowering drivers with the skills to strengthen their ratings and navigate the application performance. Managed in-depth analysis of partners' behavior within the application, employing advanced tracking methods to draw valuable insights. • Launched a targeted notification campaign in disseminating valuable tips and reminders to drivers. • Led the partner surveys to discern their specific needs and collated improvement suggestions. • Engineered and implemented intuitive improvements, resulting in a 17% increase in partners' time spent on the application. • Optimized partners' ratings by 24%, a reflection of the success through strategies implementation. • Dev

e

Executive

eLearning L&D

May 2015 - Nov 2017 (2 years 7 months)

• Implemented a certification and educational program, aimed at investing in employees' skills and certifying qualified candidates: ◦ Refined the efficiency of newly promoted employees by +15%. ◦ Drastically decreased candidate selection time by +75%. ◦ Elevated employees' satisfaction levels and mitigated employee turnover reduction of +20%.

T

Training Team Lead

Apr 2014 - May 2015 (1 year 2 months)

• Oversaw a team comprising 7 trainers and designed training curriculum and delivery methods, resulting in a +25% improvement in the performance of nesting employees. • Additionally, leveraged my experience in customer support, where I Training Team Lead, to enhance training effectiveness. This included managing escalations, training team members on essential soft skills and technical knowledge, coaching and monitoring their performance, and evaluating their effectiveness in customer support roles, which contributed to a more comprehensive training approach.

P

Product Trainer

Jan 2013 - Apr 2014 (1 year 4 months)

• Compiled product knowledge and conducted training sessions for new hires, encompassing soft and technical skills. Provided mentorship to new hires throughout the nesting period: ◦ Attained 100% of the QA, C-sat, and efficiency targets. ◦ Secured highest trainee satisfaction scores, reached 98% among 10 waves, surpassed benchmarks set by trainers.

C

Customer Support Supervisor

Jun 2011 - Jan 2013 (1 year 8 months)

• Supervised and monitored a team of 15-25 customer service representatives. Provided coaching to CSRs, addressed performance gaps, and facilitated skill development: ◦ Maintained the highest retention rate, reaching 98%, for 12 consecutive

About

Detail

Timeline

Résumé