Customer Success Manager

Hannan Latif

SUMMARY:

Summary Item Short Description

Core

Competencies

Customer support/success, online research, project management, data analytics. What Sets Me

Apart

Apart from my relevant experiences and interest in the customer success space, I’m a proud alumnus of the McKinsey Forward Program, a selective and intensive course for high-potential professionals. Additionally, I frequently take online courses to keep myself updated with current industry standards. Prior Relevant

Experience

About 4 years of Customer Success/Support Experience: Customer Success at 2 different EdTech firms, Customer Success within an AI start-up, Customer Success at a student consultancy firm. Career Aspirations

Passionate about learning new things, solving problems, and delivering value, especially through providing excellent customer service and data-driven approaches to improving internal customer-centric processes. I look forward to learning in, and adding value to, my next role.

SKILLS:

Type Skill

Languages English (Native/Bilingual), Urdu (Native/Bilingual), Hindi (B2), Punjabi (B1), French (A1 – Actively Learning) Programming MATLAB, SQL, Python, R

Softwares and

Tools

Data Science and Statistics: GraphPad Prism, Stata, Qualtrics, R, Python, MATLAB, Microsoft Power BI, SQL Project and Customer Relationship Management: HubSpot CRM, Monday.com, Asana, Schoology Other: Microsoft software family (Word, Excel, PowerPoint, Outlook), Atlas.ti, Soft Skills Time management, Organizational skills, Empathy, Adaptability, Conflict resolution, Critical thinking, Detail and results oriented, Leadership, Teamwork, Self-management

WORK EXPERIENCES:

Company and Role Short Description Period

Customer Success

Advisor at Pioneer

Academics

• Liaising between students and instructors to ensure smooth operation.

• Monitoring students' progress.

• Answering queries and resolving tickets.

• Gathering data and analyzing for improvements.

Jan/25 to

Present

and

Feb/24 to

Sep/24

(0.6 years)

AI Trainer at Outlier AI

• Evaluating AI responses to user-submitted domain prompts.

• Coming up with relevant, specific, detailed, and appropriately presented domain prompts and then evaluating the AI's response.

Jan/24 to

Present

(1 year)

Content Writer/Editor

at Upwork

• Content writing and editing.

• Awarded Rising Talent status.

• Currently Top-Rated status.

• 100% job satisfaction rate.

Sep/20 to

Present

(4.3 years)

Customer Success

Manager at Taalk AI

• Successfully onboarded over 20 customers.

• Assisted clients in setting up their AI agents and customizing scripts to fit their needs.

• Collaborated with the tech team to facilitate API integrations and troubleshoot technical issues.

• Maintained regular communication with clients, provided continuous support, and offered training.

Jul/24 to

Nov/24

(0.4 years)

Sales Development

Representative Trainee

at Marketlytics

• Seeking out relevant prospects

• Qualifying prospects and outreaching

• Customer relationship management

• Driving sales goals

Jan/24 to

Feb/24

(0.1 years)

Customer Success

Coordinator at

Educative Inc

• Assisted customers in making courses on the e-learning site educative.io, combining project management with customer support and success

• Courses launched: 38 (1.41 per month)

• 5 Projects successfully completed

• 70+ authors worked with > Highest retention rate of authors

• Introduced new process to onboard authors, increasing efficiency of content review by 33.4% and decreasing time to product launch by 20.4% Mar/21 to

Aug/23

(2.5 years)

+1-312-***-**** ******.****@*****.*** Hannan’s LinkedIn Senior Customer

Success Advisor at

Team Online

• Helped clients in academic writing and applications.

• In charge of the writing department.

• Successfully completed 40 projects in 3 months.

• Successful applications for higher studies for 20 students (85% success rate). Nov/19 to

Jan/20

(0.3 years)

FORMAL ACADEMIC HISTORY:

Institution Degree Class Final Grade(s) Period

UIC M.A. Criminology, Law, and Justice N/A 3.86/4 Aug/21 to Dec/24 QMUL MSc. Forensic Medical Sciences Distinction 70.7/100 Sep/18 to Oct/19 LUMS BS. Biology Merit 3.24/4 Sep/14 to Jun/18

BDC (CIE) O, AS, and A Level (Highschool) N/A O Levels: 3A*s & 5As, AS Levels: 4As, A Levels: 2As & 2Bs

Sep/09 to Jun/14

COMPLETED CONTINUING EDUCATION & PERSONAL/PROFESSIONAL DEVELOPMENT: Subject Area Course/Seminar/Certification and Institution Critical

Thinking,

Empathy, and

Biases

McKinsey Forward Program from McKinsey & Company

Developing Cross-Cultural Intelligence from LinkedIn Learning Critical Thinking for Better Judgment and Decision-Making from LinkedIn Learning Leadership Foundations from LinkedIn Learning

Holding Yourself Accountable from LinkedIn Learning Overcoming Cognitive Bias from LinkedIn Learning

Fighting Gender Bias at Work from LinkedIn Learning Customer

Success and

Support

Customer Success Management Fundamentals from LinkedIn Learning Best Practices for Customer Success Management from LinkedIn Learning Customer Experience: Journey Mapping from LinkedIn Learning Building Rapport with Customers from LinkedIn Learning Using AI in Customer Service from LinkedIn Learning Onboard New Customers for Loyalty, Engagement, and Expansion from LinkedIn Learning Boost Your Revenue with Customer Retention from LinkedIn Learning Service Metrics for Customer Service from LinkedIn Learning Customer Service: Problem-Solving and Troubleshooting from LinkedIn Learning Avoiding Common Pitfalls in Customer Success Management from LinkedIn Learning Data Science,

Statistics, and

Research

Learning SQL Programming from LinkedIn Learning

SQL for Statistics Essential Training from LinkedIn Learning Fundamentals of Data Analytics from Center for Continuing Education Studies at Lahore University of Management Sciences

Comparative Research Designs and Methods from University of Naples Federico II at edx HONORS & AWARDS:

Institution Short Description

UIC Department of Criminology, Law, and Justice Service Award 2024 UIC Laurette Kirstein Scholarship 2024

QMUL Distinction in master’s dissertation and overall program. BDC Awarded 100% scholarships and medals for exceptional result in Ordinary, Advanced Subsidiary and Advanced Level studies from 2009 to 2014

GWU Merit based Global Initiatives Fellowship Award from GWU worth $20,000 as part of the application for graduate studies in 2018

CONTRIBUTIONS:

Organization Description Citation

Chicago Torture Justice Center

Acknowledged for data analysis contributions in

the Illinois Murder Registry Impact Report.

Chicago Torture Justice Center. (2023). Illinois

Murder Registry Impact Report (p. 15). Chicago

Torture Justice Center.

https://static1.squarespace.com/static/5f5049bc1e

cc347fd89a06d3/t/6536c228ce1d1d02f98e5751/1

698*********/IL+Murder+Registry+Impact+Rep

ort.pdf#page=15

Live Now

Acknowledged for contribution by Live Now for

their Regional Campaign for Youth Positivity and

Covid-19.

Latif, H. (2020). From Beneath the Rubble. Live

Now. https://livenowtogether.com/from-beneath-

the-rubble/

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