Md. Shamshadul Haque

Senior Operations Manager | Customer Success & Customer Experience Leader | 15+ Years Driving Retention, CSAT & Revenue Growth · Delhi

As a Senior Operations Manager with over two decades of experience, I am deeply committed to driving exceptional customer experiences and operational excellence. My approach is characterized by a determined and diligent pursuit of strategic solutions, balanced with a strong sense of accountability and empathy for both clients and teams, ensuring resilient and impactful outcomes.

Experience

C

Senior Operations Manager (Customer Experience)

Career Point Limited · Aug 2022 – Present

Not yet confirmed

• • Lead end-to-end customer service operations across Email, Phone, and Live Chat channels, overseeing a multi-channel support team with the help of Salesforce CRM & Zendesk
• • Own and continuously improve key CX metrics — First Response Time (FRT) improved to 20 mins from 30 mins, CSAT 60% to 95% and Resolution time from weeks to max 72hrs.
• Also driving measurable gains in service delivery quality.
• • Manage the complete post-sales customer journey (Onboarding → Adoption → Retention → Advocacy), achieving a 70% client retention rate from 40% in new session and maintained 70%+ in upcoming years.
• • Identify and implement strategic, data-driven process improvements that increase the efficiency and effectiveness of customer service operations.
• • Lead a high-performing 60-member customer experience team, including the customer support function, mentoring members and identifying individual training needs.
• • Guide and manage a 60-member team responsible for up-selling, cross-selling, and contract renewals.
• • Resolve client escalations proactively using a problem-solving approach and consistent customer engagement touchpoints, preventing revenue and satisfaction impact.
• • Collaborate with cross-functional teams (Product, Marketing, Sales) to optimize the customer journey and elevate overall customer experience.
• • Use data analytics to identify trends, pain points, and improvement opportunities across the customer journey.

C

Senior Operations Manager (Customer Experience & Customer Success)

Career Point Limited · Aug 2022 – Present

Not yet confirmed

Asst. Manager Operations (Customer Success)

WhiteHat Jr · Jun 2020 – Jul 2022

Not yet confirmed

• • Increased client retention rate from 40% to 65% within the first 3 months by redesigning the onboarding and engagement process.
• • Managed end-to-end client relationships including onboarding, escalation resolution, retention, renewals, up-selling, and cross-selling through Salesforce CRM & Zendesk.
• • Strategized, developed, and implemented operational policies and procedures to standardize customer success practices.
• Played a pivotal role in increasing NPS from 50 to 65.
• • Maximized team performance through motivation, coaching, and a structured rewards approach, consistently achieving team goals.
• • Analyzed performance data and metrics to optimize customer success campaigns and outcomes.
• • Partnered with Marketing and Product teams to design initiatives that improved customer experience and addressed key pain points.
• • Mentored and managed a team of customer success associates, identifying proactive up-sell and cross-sell opportunities.

W

Assistant Manager – Operations (Customer Success)

White Hat Jr. (BYJU'S) · Jun 2020 – Jul 2022

Not yet confirmed

G

CRM Sales Manager

Great Champ Technology Ltd. (ABSAS Solutions Pvt. Ltd.) · Sep 2018 – Jan 2020

Not yet confirmed

G

CRM Sales Manager

Great Champ Technology Limited · Sep 2018 – Jan 2020

Not yet confirmed

• • Analyzed CSAT/NPS score trends to identify and prioritize areas for service improvement.
• • Partnered with Sales and Marketing teams to develop customer reference programs and case studies supporting business development with the help of Salesforce CRM.
• • Created customer success strategies, best practices, and customer support SOPs for SaaS products which were adopted across the team.
• • Built dashboard reports and process-improvement strategies that enhanced customer delight and overall satisfaction.
• • Applied strong analytical and problem-solving skills to resolve challenging customer situations effectively.

M

Marketing & Sales Manager

Mirror Classes · Jun 2015 – Aug 2018

Not yet confirmed

• • Supervised B2B & B2C Sales team, Managed & Mentored the team of sales Executives.
• • Created strategies to increase sales & revenue.
• Generated leads, Organized events and Enhanced
• brand image.
• • Hired sales executives & Played a pivotal role in achieving targets.

B

SME/GPU-Analyst

Barclays · Dec 2008 – Jan 2011

Not yet confirmed

• • Managed over 50 UK clients calls per day.
• • Helped meet changing demands by recommending improvements to business systems or procedures.
• • Optimized customer experience by delivering superior services and effectively troubleshooting issues.

B

SME / GPU Analyst

Barclays Bank · Dec 2008 – Jan 2011

Not yet confirmed

Process Associate

Genpact · Feb 2007 – Apr 2008

Not yet confirmed

• • Performed quality assurance checks on transactions and account actions to assess compliance with
• state and federal regulations.
• • Enhanced process efficiency by identifying and implementing improvements in operational procedures.

G

Process Advisor

Genpact India Pvt Ltd · Feb 2007 – Apr 2008

Not yet confirmed

T

Student Counsellor

Tender Heart International School · Jul 2005 – Dec 2006

Not yet confirmed

T

Counsellor

Tender Heart International School · Jul 2005 – Dec 2006

Not yet confirmed

• • Supported Parents/Students in admission process.
• • Improved school retention rates by developing and implementing targeted intervention
• strategies for at-risk students.

What drives their work

The Architect

Before acting, you analyze the current system and envision a better structure.

Md.'s superpower

You excel at redesigning and optimizing operational processes to deliver exceptional customer experiences and measurable improvements.

How Md. works

You excel in roles that require designing and refining operational frameworks to enhance customer journeys and business outcomes.