Ena Mandic

Head of Customer Experience @lempire

👉🏼Sales, as my first love and a part of my DNA.
👉🏼Joined lempire early days to handle support and sales.
👉🏼Built full support processes and documentation from scratch for lemlist and lempod.
👉🏼Handled all tickets, demos and sales on my own for initial 2 years. 
👉🏼Built several CS teams, as we acquired more companies and released products. 
👉🏼Consistently maintained a Customer Satisfaction (CSAT) score above 97% annually.
👉🏼Managed and scaled the customer support team from myself to 12 members.
👉🏼Ensured high-quality support through comprehensive training and robust documentation.

What You'll Get by Following Me:

🏆 Tips on how to incorporate AI to assist you and not customers directly.
🚀 Actionable tips for building and scaling customer support teams
🔥 Strategies to enhance customer satisfaction and loyalty
💼 Insights into support processes and documentation best practices

Let’s connect and grow together! 🌟

Head of Customer Excellence 

Head of Customer Success @lemlist, lemwarm, Taplio, Tweethunter

Shopify Developer & Consultant | SaaS Specialist

Regina Public Library

RFID Tagging Assistant

Intesols - Intelligent Solutions

Analyzing and implementing information systems for clients across broad range of industries and managing technical resources for the projects.

Working with clients to understand business goals and objectives for the proposed systems. Creating SRS documents, gathering information system requirements from clients and translate them into technical systems specifications for the design and dev. teams.

Liaising with offshore clients and project stakeholders to perform thorough systems analysis to identify existing system deficiencies and create system requirement specifications.

Identifying and proposing improvement and optimization opportunities in existing business processes.

Working with dev and QA teams to ensure the developed solutions meet SRS document objectives.

Working with developers to create system deployment plans using CI/CD method.

Integrating and working with APIs, creating and managing database resources, optimizing server infrastructures and monitoring and optimizing systems for speed, efficiency, and responsiveness.

Creating technical documents for teams and clients/end-users.

Senior System Analyst

Al-Ameen Hospital

As a volunteer Community Manager, I have been managing online and offline communities through a verticals of marketing and awareness campaigns among local and international audience.

Community Manager

Mozilla

Web QA Team:

Quality Analyst contributor for Mozilla Firefox for Desktop, Mozilla Firefox for Android and Mozilla Thunderbird looking after  technical functioning and user experience, reporting, verifying and fixing bugs.

Community Support Team:

Community support contributor providing user support to Mozilla users; solving, responding and escalating their technical and functional product issues.

L10N Team:

L10N contributor / language translator for Mozilla docs, help forum articles and technical papers.

Contributor

Mozilla Gujarat

Looking after nurturing the local Mozilla community - Mozilla Gujarat while fostering the Mozilla mission of open and protected web. Working to build an engaging opensource oriented Mozilla community.

Co Organizer

Wizz O Tech

Assiting senior systems analysts and project managers in creating SRS and project scope. Creating DFDs, ETL processes, Data Models, UMLs to create architectural models for the proposed system solutions.

Creating wireframs and work with designers for design mock-ups during SDLC.

Performing manual and automated tests and assist QA team in UAT to deliver fully functioning software systems.

Providing on-site and off-shore technical support and troubleshooting to clients.

Analyst/Web Developer

SaaS Growth Hacker & Shopify Consultant | Product Hunt Advisor

Hi, I'm Moin.

I help solopreneurs and small businesses start their online business on world's most powerful e-commerce platform - Shopify. 

As a Shopify consultant and SaaS growth hacker, I focus on getting your business online and amplifying your revenue using growth hacks favored by some of the world's most successful startups.

I also curate a weekly newsletter titled "Startup Spotlight," where I reveal the secret ingredients behind the triumphs of the most profitable and innovative startups globally.

For Founders and Product Makers:

As one of the "Top 50 Product Hunt" community members, I specialize in assisting founders and makers in launching their products on the platform. If you're gearing up for a launch and need some guidance or support, consider me your trusted product friend throughout your journey!

taplio

The Battle

Ena Mandic

Moin Shaikh

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