Zarina Hussain
SAMSUNG
Richardson,TX
3
Languages
1
Certification
14
years of professional experience
Client and sales professional with 10+ years of experience in enterprise customer support, relationship management, sales, team leadership, training, and project management. Increased membership sales 60% year over year at Hand & Stone and helped the location rank among the top three in Texas for memberships sold. At Samsung, support enterprise customers including Verizon and coordinate cross-functional teams to resolve issues, manage customer needs, and support large system transitions.
Work History
Network Operations Support Engineer
3 Years 1 Month- Serve as a key support contact for Verizon and other enterprise customers, coordinating customer needs and solutions with internal technical teams.
- Led the transition from Remedy and Salesforce to ServiceNow for Verizon, SaskTel, Comcast, and Viaero, supporting customers through new processes and workflows.
- Supported approximately 339 Verizon users during Samsung's transition to Single Sign-On (SSO).
- Manage customer escalations, follow-up, and high-priority issues while maintaining service-level requirements.
- Provide customer training and communicate technical issues and solutions to customers and internal stakeholders.
Client Relations Manager
2 Years 7 Months- Increased membership sales 60% year over year by identifying customer needs, recommending services, and improving the client experience.
- Helped the location rank among the top three Hand & Stone spas in Texas for memberships sold in 2023.
- Managed relationships with current and prospective customers while identifying opportunities to increase sales, retention, and repeat business.
- Managed and trained 38 employees across three locations, including coaching in sales, customer service, and client engagement.
- Resolved customer concerns and monitored sales activity to identify opportunities for improvement.
Certified Scrum Master
3 Years 11 Months- Managed relationships among stakeholders, product owners, engineering teams, and business groups to align customer and business needs.
- Led cross-functional teams, coordinated solutions, and communicated priorities between technical and non-technical stakeholders.
- Trained teams on Agile practices and helped improve collaboration, delivery, and accountability.
Project Manager
2 Years 5 Months- Managed customer-facing projects, teams, schedules, budgets, resources, and deliverables.
- Managed a team of 6 employees and coordinated resources across multiple projects.
- Implemented Agile practices that helped reduce project delivery time by 20%.
- Presented project updates, addressed customer concerns, and coordinated solutions with leadership and stakeholders.
Project Manager
2 Years 3 Months- Managed client relationships, customer support, training, and project activities for a growing mentorship program.
- Supported training and onboarding for 500+ users and improved team productivity by 20% through workflow improvements.
Education
Master of Science - Sociology
Bachelor of Science - Sociology
Skills
Enterprise Client Management
Sales & Revenue Growth
Account Management
Customer Retention
Business Development
Customer Experience
Team Leadership
Training & Presentations
Stakeholder Management
Cross-Functional Collaboration
Negotiation
Salesforce
ServiceNow
Microsoft Excel
Project Management
Certification
Certified ScrumMaster (CSM) — Scrum Alliance | 2016
LANGUAGES
English
Native or Bilingual
Hindi
Full Professional
Urdu
Full Professional
Timeline
Network Operations Support Engineer
SAMSUNG
07.2023 - 08.2026Read More
Client Relations Manager
HAND & STONE
12.2020 - 07.2023Read More
Certified Scrum Master
MEDIJAMA
01.2017 - 12.2020Read More
Project Manager
IFRE
08.2014 - 01.2017Read More
Project Manager
TUTORIFIC MENTORSHIP
04.2012 - 07.2014Read More
Dallas Baptist University
Bachelor of Science from Sociology
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Texas A&M University-Commerce
Master of Science from Sociology
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