Uzma Khan

Customer Success Associate - Ohana Academy - Remote

(2021-04 - 2022-11)

Managed customer relationships for B2C extracurricular learning programmes for children, such as coding, arts & crafts, and skill development courses.
Achieved 85%+ customer renewal and retention rate through proactive engagement and continuous follow-ups with parents.
Drove long-term engagement by executing customer renewals and retention activities.
Dealt with parent questions and concerns. Delivered customer satisfaction.
Coordinated with internal teams to provide smooth customer support and issue resolution.
Helped customers understand the benefits of courses and the results of the programme.
Built solid client relationships through effective communication and support

Customer Success Officer - Excel Design Technology - Remote

(2022-12 - 2024-01)

Managed a portfolio of 30 corporate clients (L&T, Adani groups) for the Skillsoft employee training platform.
90%+ client retention and renewal rate achieved through strategic account management and continuous engagement.
Delivered presales presentations and product demos to HR teams, CEOs and directors.
Led onboarding and requirements gathering for implementation of custom Skillsoft platform
Worked with technical teams to ensure smooth deployment and integration of SaaS.
Conducted webinars and walkthroughs for employee platform training and adoption.
Developed monthly training and engagement strategies to maximise platform utilisation and employee engagement.
Successfully identified upselling opportunities for additional learning courses across all assigned client accounts.
Proactively supported and provided business-minded solutions to build positive client relationships.

Customer Success Manager - Weboodle - Remote

(2024-02 - 2025-11)

Handled end-to-end client communication for website development, SEO, CRM integration and digital growth services.
88%+ customer retention rate through on-time project delivery and strong customer relationship management.
Worked with design, SEO and development teams to deliver projects on committed timelines.
Facilitated requirement-gathering sessions and supervised onboarding of new clients.
Helped businesses identify growth opportunities through digital presence and social media strategies.
Oversaw client communication channels and facilitated seamless coordination between teams and customers.
Quickly resolved customer concerns while maintaining high levels of customer satisfaction.
Maintained organised client records, project updates and workflow tracking systems.
Provided quality service to a diverse client in a wide variety of industries (Real estate, e-commerce, IT services, Immigration, B2B)

Senior Customer Success Manager - Visa Horizon - Remote

(2025-12 - 2026-05)

Managed customer support operations and coordination of pre-sales and sales teams for immigration services.
Handled proactive communication & workflow to attain 92%+ customer satisfaction and successful case coordination rate.
Worked with immigration managers, lawyers, sales teams, and documentation departments to ensure visa processing on time.
Run team performance and successful delivery of customer applications within committed timelines.
Managed customer escalations and resolved issues promptly to ensure positive customer experiences.
Handled inter-department coordination to enhance operational efficiency and service quality.
Maintained constant communication with clients throughout the visa application process.
Ensured smooth flow of documentation and status updates of all ongoing cases.
Better overall customer experience through process management and team collaboration.

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