O
Omer Babiker
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Dubai, United Arab Emirates
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- BSenior Customer Success ManagerBuilder.aiMar 2023 - Current (2 years 5 months)Leading a team of highly motivated customer success managers, setting up their KPI and conducting weekly meeting evaluating their performance Lead and manage a portfolio of high-value client accounts, serving as the main point of contact Identify upsell and cross-sell opportunities, leading to increased revenue and expanded partnerships, that resulted in acquiring E& as our first partner in the region Product agility in managing (sprints - velocity) when executing new feature requests and enhancements Collaborate closely with sales, marketing, and product teams to align customer needs with company offerings Designing SOP and processes for the CSM department that will result in customer adoption, efficient onboarding & better customer experi
- HCustomer Success ManagerHuspy Mortgage BrokerageApr 2022 - Mar 2023 (1 year)Main Point of Contact for the Customer Success Team regarding industry knowledge, internal and external consultations, and escalations Coordinated with clients and stakeholders to enhance and improve processes to maximize project potential Conducted market research to assess potential demand and determine optimal characteristics for the Real Estate Mortgage Division Coordinated and executed the growth plan laid out by the Marketing & Product Development Team Assisted Head of Operations on target map out, SLAs, KPI & achieving growth OKRs Optimizing the revenue funnel by customer growth, acquisition, retention, and upsell Designed and implemented the Customer Support Process for the Customer Success Team to enhance user administration and ba
- SClient Success ManagerSocialeeApr 2021 - Apr 2022 (1 year 1 month)Served as a regular point of contact for clients through proactive communication and personalised support, in addressing their questions and concerns Maintained Socialee's existing client base with a high satisfaction and retention rate Upsold premium social media packages when onboarding new clients Streamlined onboarding process, client journey and workflows to increase client satisfaction Worked closely with the founder to deliver social media services that guarantee and improve clients ROI
- FProduct development managerFirst Abu Dhabi Bank PJSCApr 2019 - Apr 2021 (2 years 1 month)Managed, prioritized, and drove results of multiple projects simultaneously Identified, triaged, and escalated issues to internal personnel along with a clear outline of problems and technical detail Captured client feedback and recommended and advocated for product enhancements based on personal expertise and evaluation of customer needs Delivered feedback on troubleshooting guides and contributed to continuous improvement of issue resolution and support processes Implemented process improvement procedures for issue and escalation resolution and support processes Managed the implementation of enhancements and features by outlining plans and specifications for component implementation such as how, where, and when each component should be im
- TApplecare Customer Success ExecutiveTeleperformanceJun 2018 - Apr 2019 (11 months)Multi-tasked on ILOG, and Deputy Systems while providing service and resolving customer issues, questions, comments, or concerns Referred unresolved customer grievances to designated departments for further investigation Utilized apple support diagnostic tools to identify and solve a variety of technical issues Developed tutorials and instructional documents to educate customers on available troubleshooting tools Used internal ticketing systems to manage, track and process actions taken on customer accounts, passwords, and product support resolutions Resolved service and technical problems for customers by asking clear and specific questions Offered excellent customer service by actively listening to customers' needs and empathically discus
- CCustomer Service ManagerCupola Teleservices LtdOct 2017 - Jun 2018 (9 months)Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns Provided primary customer support to internal and external customers Leveraged sales expertise to promote products and capitalized on upsell opportunities Attended customer emails and calls promptly to maintain service level Responded to customer requests for products, services, and company information Collected customer feedback and made process changes to exceed customer satisfaction goals Trained new personnel regarding company operations, policies, and services
Education
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Bachelor of Business AdministrationMadras UniversityOct 2012 - May 2015 (2 years 8 months)- LScrum Master CertificationLearnQuest Foundation Of ProjectMay 2024