Fadil A.

Customer Success & Technical Support Leader with over 15 years of experience helping B2B SaaS, E-commerce (DTC), and Enterprise clients streamline operations, reduce ticket backlogs, and onboard complex systems. Delivered 14,000+ logged hours on Upwork with a 100% Job Success Rate across high-growth Tech, Support, and Telecom environments. Core Capabilities: • Customer Success & Onboarding: B2B Account Management, Client Retention, and Workflow Setup across Zendesk, Salesforce, Freshdesk, and Zoho. • Technical Support & Operations: L2/L3 Technical Troubleshooting, SAP user configurations, API behavior analysis, and cross-functional escalation management. • Corporate Training & Instructional Design: Onboarding program creation, SOP development, and team upskilling across UCaaS / Voice & Data solutions (SIP Trunking, Operator Connect, Webex, Microsoft Teams). Reach out to discuss how I can elevate your support operations or build your client onboarding workflows.