Shamsideen - Customer Success & Account Manager with diverse support and AI experience

Proficient in multi-channel support, issue triage, escalation, and customer interaction documentation.

Experienced in managing strategic B2B accounts, resolving support requests, and maintaining client relationships.

Skilled in evaluating AI outputs for coherence and correctness, improving model accuracy.

Capable of developing troubleshooting guides, FAQs, and user-facing content to facilitate better user understanding.

Handled inbound customer queries across email, chat, and phone, resolving issues related to billing, subscriptions, platform features, and account access, reaching a 95% CSAT rating across the full client portfolio.. Documented every customer interaction in HubSpot with full case notes, issue description, steps taken, and resolution outcome, maintaining records that gave the team complete visibility and enabled seamless handoffs between support staff.. Explained AI-powered platform features to users ranging from technical to non-technical, adjusting the level of detail to match each customer's background and making sure they left the conversation with a working understanding rather than just a closed ticket.. Wrote and maintained internal FAQs, troubleshooting guides, and knowledge base articles that reduced repeat ticket volume and gave new team members reliable reference materials from day one.. Collected and organised recurring customer feedback from support interactions, summarising patterns and surfacing them to product and engineering teams in structured written reports that fed directly into platform improvement decisions, contributing to a 37% improvement in retention.. Identified and escalated complex platform issues to engineering with full written context — reproduction steps, customer environment details, and screenshots where relevant — so the team could investigate without needing to circle back for information.

Managed inbound support requests for a portfolio of B2B accounts, triaging issues, logging them with complete detail, and following through until each one was resolved and confirmed by the client.. Trained new support team members on ticketing workflows, CRM usage, and escalation protocols, reducing average first response time by 20% within the first quarter of implementation.. Maintained 99.8% data accuracy across all customer interaction records, running regular audits to catch gaps before they affected reporting or follow-up quality.

Guided new clients through platform setup and feature education across email and phone, answering questions at whatever pace worked for the customer and confirming understanding before closing each session, improving new client satisfaction scores by 25%.. Created user-facing setup guides and internal SOPs that standardised the onboarding process and cut the volume of repeat onboarding questions from new accounts significantly.

Evaluated AI model outputs across multiple platforms for accuracy, coherence, and technical correctness, developing a working understanding of how AI-driven systems behave, where they fail, and how to explain those failures clearly to non-technical users.. Used Claude and ChatGPT daily across evaluation and documentation tasks, building the practical AI tool fluency that directly supports explaining Ref's AI-powered features to customers who are unfamiliar with the technology.