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Nageen K
@nageen_kamran
Team Lead, Business Operations Customer Support
Pakistán
Inglés, Urdu
Sobre mí
I am an operations team lead with 7+ years of experience in business operations, quality assurance, and SLA management for US-based SaaS clients. I lead 20+ specialists, maintaining 97% SLA attainment and QA scores above 95%. I have successfully reduced team escalation rates and optimized onboarding processes through AI adoption and data-driven coaching.
Habilidades
Nageen K
desconectado •
Tiempo medio de respuesta: 1 hora
Revisa mis servicios
Atención al Cliente
I will manage your customer support and customer success operations
Experiencia laboral
Team Lead, Customer Service and Support
CitrusBits
Jan 2023 - Present • 3 yrs 9 mos
• Lead 14+ Business Operations Specialists supporting US-based SaaS clients; own SLA performance, quality, training and case management for a high-volume operation (~100 cases per specialist per day). • Held the team to 97% SLA attainment every day and QA scores above 95% for my entire tenure. • Reduced team escalation rate from 4.3% to 1.2% through targeted coaching, QA calibration and process fixes. • Designed and ran a structured onboarding program (learning materials, assessments, coaching plans) that cut time-to-readiness from 8 weeks to 3 weeks (-63%). • Track SLA, productivity and quality KPIs through Salesforce reports and dashboards; use the data to find root causes and prioritise coaching. • Partner with Client Success and Operations leadership to turn client requirements into scalable processes; manage critical escalations. • Run one-on-one coaching, performance reviews and continuous-improvement initiatives. • Drove AI adoption
Associate Marketing Specialist
Maanz AI
Jan 2021 - Dec 2022 • 1 yr 11 mos
• Coordinated digital marketing campaigns and cross-functional projects with multiple stakeholders. • Produced operational reports and performance insights for leadership.
