Summary
Overview
Work History
Education
Skills
Certification
Languages
References
Timeline
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Junaid Asghar

Junaid Asghar

Almada - Setubal

Summary

Results-driven Customer Success Specialist with a proven track record in lead conversion, achieving a 42% conversion rate. Skilled in enhancing client experiences through effective communication and personalized support, contributing to a 75% increase in client retention.

Overview

8
8
years of professional experience
1
1
Certification

Work History

Customer Success Specialist

MindEngage - Online Counseling Service
Texas
06.2022 - 08.2025
  • Converted inbound leads into paying customers through live chat, phone, and email support, achieving a conversion rate of 42%.
  • Acted as the primary liaison between therapists and clients, ensuring smooth onboarding, scheduling, and continuous support.
  • Coordinated with a network of 20+ licensed therapists to align client needs with therapist availability, achieving a 92% successful match rate.
  • Collected and analyzed therapist feedback on the customer journey, resulting in improved therapy session engagement by 20%.
  • Managed end-to-end billing and subscription processes including issuing invoices, handling renewals, and ensuring smooth monthly payments.
  • Increased client retention by 75% by providing personalized support, proactive check-ins, and timely issue resolution.
  • Encouraged customers to leave reviews on Trustpilot, contributing to a 35% growth in positive ratings within 6 months.
  • Handled customer dispute resolution, reducing chargebacks by 28% through effective negotiation and follow-up.

Customer Success & Operations Lead

MindEngage.pt
Lisbon
02.2024 - 05.2024
  • Played a key role in launching MindEngage.pt in Portugal, including website development and platform setup tailored for the local market.
  • Built and managed relationships with Portuguese therapists, ensuring smooth onboarding and compliance with local standards.
  • Designed and implemented client onboarding workflows, reducing response times by 25% and improving the early-stage customer experience.
  • Managed subscriptions, billing, and support operations, ensuring accurate invoicing and seamless service for early adopters.
  • Coordinated between therapists and clients to provide high-quality service delivery, achieving a 90% therapist-client match rate.
  • Collected client and therapist feedback to assess product-market fit, producing reports that guided management decisions.
  • Contributed to marketing efforts, including facebook and instagram posts scheduling.
  • Despite closure after 4 months due to low demand, gained valuable experience in website launch, market entry, operations, and customer success.

Customer Success Specialist

Halersoft LLC
Delaware
11.2020 - 05.2022
  • Managed client communications across email, chat, and calls, ensuring project requirements were accurately captured and delivered on time.
  • Coordinated with development and QA teams to track project progress, reducing delivery delays.
  • Assisted in software project launches, including testing, troubleshooting, and deployment, ensuring smooth rollouts.
  • Documented client feedback and feature requests, contributing to product improvements and enhancing user satisfaction by 80%.
  • Handled invoicing and contract renewals for SaaS clients, maintaining a 95% billing accuracy rate.
  • Provided technical support and guided clients through onboarding processes, reducing onboarding time by 25%.
  • Liaised between developers, designers, and clients to ensure clear communication and timely resolution of issues.
  • Prepared reports on project progress, client satisfaction, and feature requests to inform management decisions.
  • Contributed to business development initiatives by supporting proposals, demos, and client follow-ups, leading to 15% growth in recurring clients.

Chat Support Officer

ApexChat Inc
California
08.2017 - 10.2020
  • Engaged website visitors via live chat, converting inquiries into qualified leads and generating new business opportunities.
  • Responded promptly to client questions, providing accurate information and personalized guidance, achieving a lead conversion rate of 35–40%.
  • Managed multiple client accounts, ensuring inquiries were followed up in a timely manner and all communications were logged accurately.
  • Collaborated with the sales team to ensure smooth handover of qualified leads, increasing sales follow-up efficiency by 20%.
  • Monitored chat metrics and customer interactions to identify trends, improve scripts, and optimize lead generation performance.
  • Assisted in resolving basic client issues and escalations, maintaining positive customer relationships and enhancing client satisfaction.
  • Provided insights and feedback to management on common client questions and potential product improvements.

Education

Bachelors in Commerce - Accounting And Finance

DIHE
Pakistan
12-2015

Foundation Year - Accounting And Finance, Auditing

Institute of Chartered Accountants of Pakistan
Pakistan
12-2011

Skills

  • Customer relationship management
  • Client onboarding
  • Lead conversion
  • Team collaboration
  • Cross-functional coordination
  • User engagement strategies
  • Feedback collection
  • Billing management

Certification

  • Certificate in computerized accounting
  • Advanced MS Excel and MS Word
  • Basic Life Saving Course

Languages

Hindi
First Language
English
Advanced (C1)
C1
Portuguese
Elementary (A2)
A2

References

References available upon request.

Timeline

Customer Success & Operations Lead

MindEngage.pt
02.2024 - 05.2024

Customer Success Specialist

MindEngage - Online Counseling Service
06.2022 - 08.2025

Customer Success Specialist

Halersoft LLC
11.2020 - 05.2022

Chat Support Officer

ApexChat Inc
08.2017 - 10.2020

Bachelors in Commerce - Accounting And Finance

DIHE

Foundation Year - Accounting And Finance, Auditing

Institute of Chartered Accountants of Pakistan

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