Maria Zubair

• 59% — Reduction in Support Ticket Volume
• Over 20% — Decrease in First Response Time
• Over 33% — Decrease in Full Resolution Time
• 87.5% — Customer Satisfaction (CSAT)
• From 4,000 to 8,000+ — Annual Knowledge Base Views
• From 301 to 2,246 — Knowledge Base Search Queries

Support demand was growing faster than the team could scale. Ticket volume was high, response and resolution times were slipping, and customers had limited self-service resources. Processes were inconsistent across B2B and B2C users, and insights from support were not being converted into repeatable fixes. The goal was to reduce inbound load while improving customer experience and satisfaction.

I built a support scalability program focused on automation and self-service. I audited ticket drivers and mapped the end-to-end support journey, standardized Zendesk workflows including routing, tagging, macros, and escalations, and created a multilingual knowledge base aligned to top ticket themes and search behavior. I developed Excel dashboards to track trends, deflection, and performance by category, and rolled out playbooks and training to ensure consistent adoption.

I cut ticket volume by 59% and scaled customer experience: response time was 20% faster, resolution time improved by 33%, and CSAT reached 87.5%. Self-service adoption increased as the base views grew from 4,000 to 8,000+, and searches rose to 2,246.

• From 4,000 to 8,000+ — Annual Knowledge Base Views
• From 301 to 2,246 — Knowledge Base Search Queries
• Four — Client Webinars Delivered
• B2B and B2C — Lifecycle Content Coverage

Customers needed clearer guidance across the journey, but lifecycle content was fragmented across B2B and B2C. Key questions were repeated in support, as self-service adoption was low, and marketing content was not consistently aligned with product usage. The goal was to strengthen the CX funnel with content that reduced friction and improved adoption.

I built a lifecycle content system across B2B and B2C to strengthen the CX funnel. I created and optimized emails, knowledge hub articles, guides, and landing pages based on top customer questions and journey stages. I partnered with the product and support teams to ensure content remained accurate and actionable. I utilized Excel dashboards and feedback data to prioritize updates, enhance self-service discovery, and align messaging across markets.

I enhanced the CX funnel by creating lifecycle content and self-serve resources. Knowledge base adoption grew from 4,000 to 8,000+ annual views, and searches rose from 301 to 2,246. I delivered four webinars to support onboarding and drive adoption.

• 40+ — Clients Onboarded and Managed
• SEO and Google Ads — Acquisition Programs Executed

New SMB customers required a rapid time to value, but marketing execution varied by client, and results were inconsistent to track. The goal was to onboard clients smoothly, launch effective acquisition channels, including SEO and Google Ads, and create clear reporting so stakeholders could make data-driven decisions and iterate quickly.

I onboarded and managed over 40 SMB clients end-to-end, acting as the main point of contact for digital growth. I built and executed SEO and Google Ads programs, created content and website briefs aligned to client goals, and partnered with internal teams to launch, monitor, and optimize campaigns. I set up a consistent reporting rhythm using Google Analytics 4 and campaign insights to surface KPIs and subsequent actions.

I onboarded and managed over 40 SMB SaaS clients, launching SEO and Google Ads programs to drive acquisition. I built KPI reporting and optimization cadences that improved visibility, aligned stakeholders, and accelerated campaign iteration.