Zubaer Hossain

To me, excellent customer experience means delivering more than just a solution—it’s about anticipating customer needs, providing personalized support, and ensuring they feel valued and empowered to achieve their goals. It’s not just about resolving issues quickly but about creating a lasting positive impression that builds trust and loyalty.

One example of going above and beyond was during my time providing managed services to British Gymnastics. The initial estimate for their case count was 2,000–3,000 over four months, but it unexpectedly surged to over 10,000 in one month, eventually exceeding 35,000 cases. Despite the overwhelming workload, I worked tirelessly to streamline processes, prioritize urgent issues, and maintain a high level of support quality. My efforts ensured the client’s needs were consistently met, even in the face of these unprecedented challenges.

Another example was when I trained clients who were new to our SaaS platform. Although it wasn’t officially my rol