Summary
Overview
Work History
Education
Skills
Websites
Certification
Languages
Timeline
Generic

Sameer Shikely

Vaughan

Summary

A customer success professional with extensive experience. Tech-savvy and deeply passionate about continuous learning. Reduced case resolution time and raised overall customer satisfaction. I can increase customer retention rates by up to 30-50%, boost upsell and cross-sell revenue by 10-30%, and improve NPS.

Overview

6
6
years of professional experience
1
1
Certification

Work History

Customer Success

IFZA (International Freezone Authority)
05.2024 - 12.2024
  • Managed the onboarding process for new clients, assisting them in establishing their businesses both locally and internationally.
  • Introduced and presented new business strategies and products tailored to their needs, ensuring a seamless transition and successful setup.
  • Increased client onboarding efficiency by 30% through the implementation of a streamlined process, reducing setup time from 10 days to 7 days.
  • Boosted client satisfaction scores by 25% over a 12-month period by proactively addressing client concerns and introducing tailored solutions.
  • Collaborated with the business development team to secure 15 new strategic partnerships, resulting in a 20% increase in revenue from additional service offerings.
  • Worked closely with internal teams such as marketing, finance, and operations to streamline communication, keep stakeholders informed, and enhance the overall client experience.
  • Anticipate potential challenges clients might face and take a preventive approach to resolve them before they escalate.
  • Work closely with the business development team to identify and unlock new sales opportunities, including professional partnerships that can enhance IFZA's offerings.

Customer Success

ZENIQ DMCC
03.2023 - 04.2024
  • Successfully retained approximately 70% of our clients by ensuring high satisfaction with our blockchain products, including the Physical Mining Hub, NOMO app, and ZENIQ Debit Cards.
  • Led client communication efforts to keep them informed about the latest releases and features, fostering engagement and long-term relationships.
  • Increased client retention rate to 85% by implementing a proactive communication strategy, enhancing satisfaction with blockchain products.
  • Reduced client onboarding time by 30% through streamlined processes and comprehensive training sessions, facilitating smoother transitions to the blockchain platform.
  • Improved client engagement by 40% through targeted communication campaigns, leading to higher adoption of new product features and releases.
  • Served as the primary advocate for clients within the organization, ensuring their needs are heard and addressed promptly.
  • Gather feedback from clients to understand their pain points and preferences, then analyze this feedback to drive product improvements and enhancements.
  • Collaborated closely with sales, product development, and marketing teams to ensure alignment between client needs and company offerings.

Customer Service Representative

Axiom Telecom DSO
11.2018 - 02.2023
  • Served as the primary point of contact for customer inquiries and complaints, managing clients across the UAE and KSA.
  • Successfully reduced churn rates by 25% through proactive communication, timely issue resolution, and feedback-driven improvements.
  • On-time Order Confirmation to assigned Customers.
  • Effective Coordination with Imports and Warehouses for timely deliveries to customers.
  • Monitored key metrics (NPS, CSAT, health scores) to proactively address issues, identify trends, and improve processes, resulting in increased overall customer satisfaction.
  • Sales order processing and order entry for all inter-company purchase orders.
  • Processed Sales Orders, Purchase Orders, and transfers in the ERP.
  • Compiled and maintained a Shipment tracker as per outlined criteria.
  • Cross-trained and provided backup support for organizational leadership.

Education

Bachelor - Interior Design

Limkokwing University of Creative and Technology

Skills

  • SaaS

  • Zendesk

  • ZOHO CRM

  • Freshdesk

  • Adobe Photoshop

  • ArchiCad

  • Team management

  • Excellent communication

  • Analytical and critical thinking

Certification

  • Foundation of Cybersecurity - Google Coursera

Languages

Arabic
Native or Bilingual
English
Native or Bilingual
Swahili
Native or Bilingual

Timeline

Customer Success

IFZA (International Freezone Authority)
05.2024 - 12.2024

Customer Success

ZENIQ DMCC
03.2023 - 04.2024

Customer Service Representative

Axiom Telecom DSO
11.2018 - 02.2023

Bachelor - Interior Design

Limkokwing University of Creative and Technology

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Sameer Shikely