OBJECTIVE

Experienced Customer Success and Product Support Leader with a track record of building scalable global support systems, leading cross-functional teams, and driving client satisfaction in fast-paced SaaS environments.

EXECUTIVE SUMMARY:

· Strategic and technically adept Product and Customer Support Manager with 15+ years of experience driving operational excellence in SaaS, fintech, and enterprise environments.

· Proven success in building global support teams, enhancing customer experience, and launching scalable support systems.

· Expert in cross-functional collaboration, root cause analysis, cloud platform integration, and implementing ITIL-aligned best practices to improve team performance, reduce churn, and drive satisfaction.

· Received Presidential Global Award by the President and CEO of the Cyberidge Technologies for Developing, testing, implementing, and documenting the Customer Support Department and Databases with knowledge base and web interface to support internal and external customers with low maintenance and high-volume environment under budget.

CORE QUALIFICATIONS AND COMPETENCIES:

· Customer Success and Relationship Management

· Global Support Operations and Team Leadership

· Product Support Strategy & Implementation

· Cloud Platforms: Azure, AWS, Encompass360, Salesforce, Jira, SharePoint

· QA Testing, UAT, Defect Triage & RCA

· SLA & KPI Tracking / Reporting

· Hiring, Training, Onboarding & Knowledge Base Development

TECHNICAL SKILLS and KEY ACHIEVEMENTS:

· Platforms: Encompass360, Salesforce, ServiceNow, Jira, SharePoint

· Tools: Postman, SQL Developer, Snagit, MS Office Suite, Visio, Confluence

· Testing: Manual QA, UAT, Regression Testing, RCA, Documentation

· Cloud & Infrastructure: Azure, AWS, FTP, VPN, SaaS, Linux/Unix basics

· Hardware: Assembly, installation, troubleshooting, maintenance and complete repair of Hand-Held Devices, Laptops, Desktop computers and components.

· Languages: SQL\PL-SQL, TSQL, SQLite, JavaScript, Visual Basic 6, HTML, PhP, ASP

· Implemented a 24/7 support desk and SLA-driven process that reduced ticket turnaround by 40%

· Increased client satisfaction scores (CSAT) from 78% to 91% within 12 months

· Deployed scalable training and onboarding framework, cutting new hire ramp time by 50%

· Recovered $200K+ annually in support efficiency savings through process redesign and automation

EXPERIENCE:

Ellie Mae/ICE Mortgage Technology Mar. 2013 – Feb. 2025
Manager – Client Success Engineer

· Managed business Processes, which, when implemented by Customers lead to exceptional performance.

· Assisted in Creating a cooperative environment where full understanding of the performance and enablers of Best-in-class client care team are fully understood across all team members.

· Managed all aspects of the Encompass LOS, including system settings, configurations, and user access.

· Collaborated with business units to analyze processes and implement system enhancements that improve efficiency and ensure compliance.

· Provided support for Encompass users, troubleshoot issues, and develop user training materials to promote best practices.

· Opened 836 cases with 482 FCR with the lowest average handle time of 5.8 by handling 84 chats, 279 RC and 473 calls with the highest number of positive surveys of 89 and a CSAT at 7.0 year over year.

· Build and maintain custom input forms, business rules, and reporting dashboards to meet business needs.

· Coordinate with third-party vendors and IT teams to manage system integrations and data integrity.

· Worked with loan processors, underwriters, closers, funders, post-closers, developers, IT, and operations leaders to ensure Encompass functionalities align with and supports business objectives.

· Led or assisted in system upgrades, new feature rollouts, and special projects related to the application.

· Maintained composure and professionalism under high-pressure conditions, open-minded, solicits feedback.

· Demonstrated proficiency in managing complex problems to successful resolution while working against narrow time constraints.

· Analyzed and Isolated minor and major Encompass Issues for both External (B2B, B2C) customers and Internal teams in a Fast-Paced production environment and providing complete working solutions via phone (Five9), email, GoTo Technologies, Salesforce, ServiceNow, SharePoint, Azure, AWS, JIRA and working Knowledge base.

· Organizing and participating in pro-active e-mail of existing and new product features, upcoming releases and known issues that are sent to Support Team

· Provided assistance in hiring, training, mentoring new team members on the current and new products of the company.

Technical Inc. Oct. 2008 – Jan. 2013
Manage – Customer/Product Support and Quality Assurance

· Held multiple cross-functional roles in a fast-paced startup, including Product Support, QA, Implementation, and Training.

· Primary responsibility to build a Cloud Call Center for Customer/Product Support and QA under budget

· Building Support Infrastructure in a SAAS environment to handling 325 to 500 concurrent users worldwide

· Developed, Documented and Implemented Customer Support and QA Department procedures with working knowledge base through web interface to support customers and merchants

· Managing Global Support Multi-Tier Networks across the United States, Europe, Middle East and Far East

· Responsible to hire, train, manage and mentor team members within the organization to support products and Build Strong Customer Relations in a SaaS environment

· Established, Tracked, monitored efficiency of product problem resolution on first contact of issue to resolution via email, Phone and in person established through the automation process and Key performance indicators (KPI) by the team members

· Reduced ticket turnaround by 30% and Increased client satisfaction scores (CSAT) from 66% to 82% within 12 months

· Reporting, Budgeting Projects, Resources, Importing, Exporting and Tracking Logistics through channels

· Analyze and isolate minor and major product Issues of Internal and External (B2B) Customers in a Fast-Paced 7/24/365 production environment and providing complete working solutions via phone, email, Salesforce, Web Ex, Knowledge Base and In Person at client site as needed

· Organized and participated in pro-active e-mail of new features of the product, upcoming releases and known issues sent to existing and potential customers

· Provided Training sessions, Memos and White paper to fellow team member on major issues

· Creating, Establishing and Implementing all the rules of the Service Level Agreement (SLA) according to the company policies and procedures

Senior Manager – Global Client Success Operations (SaaS, Cloud Platforms) Sep. 2000 – Apr. 2008

Various technical and support leadership positions at Cyberidge, Callixa, Surf Monkey and OnDisplay Open Text.

· Led customer support operations, QA initiatives, and cross-functional implementations in high-growth Fast-paced 24/7/365 SAAS environments.

· Built and mentored teams, established and implemented SLAs, and delivered enterprise-grade solutions.

· Focused on Per-Sales Presentations, Post Sale implementation and Enterprise level product support.

· Keeping a smooth flow and an open line of communication between QA and Engineering during RND of both software and hardware issues and provided solutions in the form of hot fixes, version updates and releases.

· Using KPI provided weekly and monthly and quarterly progress report to upper management.

EDUCATION:

· McNeese State University – Bachelor of Science, Electrical Engineering, May 1991

· EllieMae/ICE Mortgage Technology – Certified Encompass Administrator, Current 2027

· CoreSoft Technology Inc. – Santa Clara, California – RDBMS Oracle 7,8,10g,11g - Oracle - Database Administration, DB Design & Modeling, SQL, PL/SQL, Developer/2000, Microsoft Visual Basic 5.0

· Vantive Corporation Inc. – Santa Clara, California – Vantive 7 Object Studio - System Administration & Vantive 7 Advanced Object Studio

· Microsoft Training Center – Pleasanton, California – Core Technologies for NT 4.0 Server and Workstation & System Administrator for MS-SQL Server 6.5.

· SIMbiosys Mobile Solutions – Fremont, California – Mobile Testing

HOBBIES:

· Flying, Computers, Traveling, Reading, Hiking, Networking, Entrepreneur and Inventor

LinkedIn: https://www.linkedin.com/in/arshad-ghazali-54aa7b79/