Shayan Hasan
Verified Expert in Support and Operations
Support & Operations Expert
Karachi, Sindh, Pakistan
Toptal member since February 23, 2026
Shayan is a global customer experience operations leader with 9+ years of experience driving CX transformation and service excellence across North America, EMEA, and APAC. He leads multi-region operations, training, and collections programs, improving retention and reducing churn. He builds scalable CX frameworks that elevate quality, engagement, and loyalty. His leadership combines empathy, accountability, and structured coaching to deliver consistent results and sustainable business growth.
Expertise
- CSAT
- Churn Management
- Customer Experience Management
- Customer Retention
- Customer Service
- Customer Support
- NPS
- Service Level Agreement (SLA)
Work Experience
Global Support Specialist
Yango Group
- Delivered multi-channel customer and driver support via chat, email, and phone using Chatterbox CRM, consistently meeting QA, SLA, and CSAT targets.
- Managed end-to-end case resolution, including troubleshooting, escalations, and complex issue handling, achieving high First Contact Resolution rates.
- Facilitated driver onboarding, KYC verification, compliance checks, and documentation review with full process accuracy.
- Handled payment-related concerns, including refunds, chargebacks, disputes, fare adjustments, and payout issues, with strict policy adherence.
- Resolved technical and app-related issues such as login errors, GPS discrepancies, trip mismatches, and service disruptions.
- Supported real-time ride operations, cancellations, safety incidents, and urgent escalations while maintaining SLA compliance.
- Maintained accurate CRM documentation and reporting, ensuring strong data integrity and audit readiness.
- Achieved performance targets across KPIs, including AHT, FCR, CSAT, QA, SLA, and productivity metrics.
- Collaborated with operations, product, engineering, trust and safety, and payments teams to improve service workflows.
- Contributed to SOP enhancements, knowledge base development, and continuous process improvement initiatives.
Customer Success Manager and Collections Specialist (Contract)
California Chemical
- Maintained 80% of current receivables by enforcing credit terms, placing orders on hold, and proactively managing collections through calls, emails, and correspondence on Netsuite ERP.
- Reduced outstanding balances and accelerated cash flow by promoting ACH, COD, and credit card payments, negotiating settlements, and resolving disputes across Contra and Non-Contra accounts.
- Revived inactive customers, supporting sales growth, conducting product R&D, and managing schedules, correspondence, and meeting notes to expedite operational tasks.
- Prepared and analyzed aging reports, payment trends, and customer histories, improving forecasting accuracy and reducing bad debt by 15 – 20%.
- Delivered exceptional customer service by resolving billing disputes, account issues, and maintaining strong client relationships, increasing retention above 10 – 15%.
- Maintained MRR and reduced customer churn by 25%, enhancing overall customer lifetime value (CLV).
- Implemented Lead Forensics, leveraging the number one B2B visitor identification platform to uncover prospects, enrich pipelines, and drive faster lead conversions, contributing to revenue growth.
Training and Development Manager
Caregenix
- Designed and delivered structured training programs for 50+ candidates, focusing on customer service ethics, communication skills, and soft skills, using the STAR coaching model to enhance learner engagement and practical application.
- Conducted training on RPM, CCM, RTM, PCM, and BHI, enabling trainees to achieve 100% accuracy in workflows while mastering product knowledge and process compliance for efficient, error-free healthcare service delivery.
- Trained staff on RPM, CCM, RTM, PCM, and BHI, boosting workflow accuracy, CSAT, SLA, and NPS, improving customer retention, reducing churn, and ensuring efficient, high-quality patient care across remote and chronic care programs.
Customer Experience and Training Operations Manager (Contract)
ibex
- Implemented modern call, email, and chat standards, improving first-week productivity over 30% and reducing onboarding errors by 20% for 180+ new hires.
- Conducted structured customer support, customer success, sales, soft skills, communication, and personality grooming training, achieving a 95% CSAT, a 18% FCR, and a 13 NPS among trainee-handled interactions.
- Delivered ESL training, NHTs, PSTs, and visual-based modules (videos, pictorials, role-play), enhancing comprehension, engagement, and operational readiness.
- Designed and executed mock interviews, mock chats, mock emails, assessments, and real-life customer support scenarios, improving interview success by 25% and reducing churn by less than 12%.
- Mentored recruits to convert weaknesses into strengths, bridging gaps between management and trainees, and increasing retention over 15% and CLV over 8%.
- Managed end-to-end recruitment (telephonic, face-to-face, pre-operations, operations) using CCMS software to screen candidates effectively.
- Developed and maintained training materials, presentations, and visual-based learning modules, covering critical thinking, comprehension, grammar, and customer support best practices.
- Conducted interactive ESL and ice-breaking activities to build confidence and soft skills.
- Maintained detailed records of every trainee’s progress, enabling performance tracking and continuous improvement.
- Collaborated with Aptech and The Hunar Foundation (ILA Project) to implement large-scale talent development initiatives.
Training Specialist, Learning and Development (Contract)
Systems limited
- Trained 180+ new hires on soft skills and product-specific knowledge, ensuring 100% adherence to CSAT and NPS standards and accelerating onboarding efficiency by 30%.
- Conducted structured new hire trainee programs, combining classroom sessions, hands-on exercises, and practical demonstrations to improve first-week productivity and role readiness.
- Developed and delivered product-specific training modules, enabling recruits to quickly grasp technical and operational workflows, reducing errors by 18% in early-stage assignments.
- Implemented continuous feedback and assessment mechanisms, improving training effectiveness and ensuring consistent knowledge retention among new hires.
- Recognized for excellence in onboarding, training quality, and employee enablement, contributing to higher retention and team satisfaction.
Tier-1 Customer Support Specialist (Contract)
Systems limited
- Managed 200+ daily customer interactions via chat, email, and calls, handling complex inquiries while maintaining 100% SLA compliance, First Response Time (FRT) under 30 minutes, and Turnaround Time (TAT) under 2 hours.
- Implemented strategic communication and problem-solving approaches, improving First Contact Resolution (FCR) by 18% and reducing repeat customer issues for recurring queries.
- Developed and executed content and messaging strategies to enhance customer engagement, empathy, and satisfaction, consistently achieving CSAT scores above 95%.
- Analyzed recurring issues and implemented robust resolutions, mitigating complex customer problems and enhancing overall customer experience and operational efficiency.
- Recognized for meticulous thinking, quality assurance, and proactive problem-solving, contributing to long-term customer retention and loyalty.
Training and Development Specialist, Customer Success and GRC (Contract)
360factors
- Trained 220+ new hires on GRC processes and the Predict360 platform, ensuring 100% adherence to CSAT and NPS standards, accelerating onboarding and reducing ramp-up time by 30%.
- Developed modern technical documentation, SOPs, and instructional videos using MOVAVI, Moodle, and other LMS tools, enabling consistent knowledge transfer and improving team efficiency by 25%.
- Delivered hands-on Predict360 training, equipping new hires with critical skills for risk, compliance, and LMS modules, resulting in faster product adoption and higher operational accuracy.
- Standardized training materials and workflows, ensuring scalable onboarding and continuous improvement of team performance across GRC and LMS operations.
- Recognized for excellence in training and knowledge management, contributing to higher team productivity and client satisfaction.
Customer Success and Technical Support Specialist (Contract)
360factors
- Resolved 1,200+ support tickets monthly via Freshdesk (email, chat, and calls), maintaining 100% SLA compliance and ensuring complete issue resolution.
- Achieved top CSAT (96%) on Predict360 by guiding clients in GRC solutions, implementing time-saving strategies that boosted adoption and cut repeat queries by 20%.
- Troubleshot and resolved 500+ technical issues across risk, compliance, learning management, qualification, and document management modules via Zoom remote sessions, increasing First Contact Resolution (FCR) by 22%.
- Streamlined onboarding and platform navigation by creating 150+ FAQs, release notes, and technical documentation across WalkMe, Moodle, Adobe Captivate, Zoho CRM, Movavi, Confluence, and Azure, reducing support escalations by 18%.
- Delivered 200+ technical reports and client insights, incorporating analytics, pictorial representations, and prioritized test case scenarios, exceeding client expectations and enhancing decision-making.
- Collaborated cross-functionally with QA, content, and platform teams to standardize workflows, maintain knowledge bases, and optimize processes, improving operational efficiency by 15%.
- Recognized consistently for excellence in customer retention, technical documentation, and platform adoption, contributing to a 10% increase in long-term client retention.
Customer Success and Warranty Specialist
ibex
- Directed 1,500+ monthly warranty and insurance claims for major US retail and telecom partners, achieving a CSAT of over 18% and an NPS of 95, while maintaining 100% SLA and QA compliance across high-volume operations.
- Improved FCR by 22% and enhanced product recommendation accuracy by 18% through structured customer consultations, driving higher satisfaction, retention, and operational efficiency.
- Transformed engagement workflows using trend analysis and customer behavior insights, reducing repeat contacts by 18% and escalations by 30%, lowering cost-to-serve while elevating service quality.
- Enhanced customer retention and loyalty by delivering proactive support, transparent communication, and world-class service to enterprise retail partners, improving retention by 10 – 15%.
- Championed metrics-driven customer success, leveraging CSAT, NPS, FCR, SLA, FRT, AHT, TAT, and retention KPIs to continually refine processes and improve customer experience across multiple channels.
- Optimized claims and warranty processes, increasing operational efficiency, error reduction by 12%, and improving SLA compliance by 15%, supporting seamless high-volume operations.
- Led cross-functional collaboration with QA, training, operations, and workforce teams to standardize best practices, drive KPI improvements, and maintain exceptional service quality.
Customer Growth and Sales Specialist
DGS Tech
- Exceeded RGU benchmarks (3+ RGUs per customer), driving measurable revenue growth across Comcast Xfinity, Charter, and Cox Communications campaigns.
- Drove upsell and cross-sell conversions, successfully transitioning customers from Single Play to Double, Triple, and Quad Play packages, increasing average revenue per user (ARPU) by 15 – 20%.
- Analyzed customer usage and preferences, identifying opportunities for personalized package recommendations that improved conversion rates by 12% and reduced churn.
- Delivered exceptional customer experience while meeting aggressive sales targets, achieving CSAT scores above campaign averages and strengthening long-term loyalty.
- Collaborated with internal teams to optimize scripts, sales strategies, and workflows, improving efficiency and campaign performance across high-volume telecom operations.
Education
Bachelor's Degree in Electronics Engineering
NED University of Engineering and Technology - Karachi, Pakistan
Certifications
LEAD
Stanford University
Forward Program
McKinsey & Company
Operations Analytics
The Wharton School
From Trust to Promise to Contract
Harvard University
Customer Analytics
The Wharton School
Business Writing
360training
Business Ethics
360training
Skills
Tools
Zendesk, Freshdesk, RingCentral, Confluence
Administrative Operations
Customer Service, Stakeholder Management, Proofreading, Contracts, Continuous Improvement, Accounts Receivable
CRM & Sales Tools
Salesforce, Zoho CRM
Customer Support
Service Level Agreement (SLA), CSAT, Communication, Ticketing Systems, Expectations Management
Quality & Performance
NPS, CSAT Improvement Practices
Communication
Active Listening, Executive Communication, Editing, Grammar and Punctuation
Operations Excellence
Service-level Agreements (SLAs)
Professional Skills
Critical Thinking, Problem Solving, Stakeholder Alignment
Skill Ladders
Conflict Resolution
Other
Customer Retention, Customer Experience Management, Customer Relationship Management (CRM), Customer Support Training, Churn Management, Customer Support, NetSuite, Lead Forensics, Ultatel, Vicidial, Critical Analysis, Analytical Thinking, Finance, Innovation Finance, Leadership Core Competencies, Strategic Thinking & Execution, Collaborative Problem Solving, Business Model Analysis & Design, Crisis & Change Management, Leadership Agility & Team Dynamics, Electronics, Drones, Aerial Robotics, Debates, Declamation Contests, Complex Problem Solving, Customer Satisfaction, Soft Skills, Communication Training, Proactive Leadership, Vigilance, Customer Success Enablement, ESL Training, Employee Learning & Development, Forecasting, Employee Training & Onboarding, Mock Interview Training, Product Training & Knowledge Transfer, Soft Skills & Communication Training, CCMS (Contact Center Management System), Churn Reduction, ChurnZero, Management, Training & Development, Learning Management Systems (LMS), Remote Training & e-Learning, Technical Support, Technical Writing, Customer Satisfaction (CSAT), Moodle, First Contact Resolution (FCR), First Response Time (FRT) & Turnaround Time (TAT), Soft Skills Training, Structured Learning, Product Training, Knowledge Transfer, Customer Success, Collections Management, Cash Flow Optimization, MRR, ARR, NRR, Upselling, Cross-selling, Netsuite ERP, Lead Forensics', B2B, Payment Negotiation, Debit Recovery, Revenue Cycle Management, Payment Trends, RFM Approaches, Data-driven Decision-making, Process Optimization, Statistical Analysis, Predictive & Prescriptive Analytics, Demand Forecasting, Service Operations Optimization, Performance Measurement, Excel Modeling, Workflow Automation, Business Process Reengineering, Operations Strategy & Execution, Risk Analysis & Contingency Planning, Executive Reporting, Trends in Consumer Behavior, Patterns, Strategic Planning, Business Storytelling, Leadership Mindset, EMR, Decision Making Under Uncertainty, Adaptability & Resilience, Digital Fluency, Collaboration & Teamwork, Agile, Time Management & Prioritization, Professional Presence & Influence, Business, Negotiation Strategies & Contract Structuring, Legal, Risk Identification & Mitigation, Accountability, Ethical Decision Making, Business Outcomes, Strategic Thinking, Leadership, Business Ethics, Compliance, Corporate Social Responsibility (CSR), Professional Integrity & Accountability, Ethical Decision-making Frameworks, Managing Conflicts of Interest, Teams Ethical Culture, Risk Awareness, Effective Communication, Ethical Standards, Clarity and Conciseness, Professional Tone & Style, Audience Analysis, Structure & Organization, Influence, Mechanics, Strategic Communication & Messaging, Digital & Multichannel Writing, Lead Generation, Negotiation, Capacity Planning, Integrity in Business Deals, Storytelling, Analytics, KPI Design, Ethical Principles, Operational Efficiency Improvement, Supply Chain Optimization, Long-term Partnerships, Business Modeling, Persuasion, Complex Agreements, Planes Model Making, Dispute Prevention
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