Abdul Muqeeth

• Handled 150+ enterprise accounts from US/Singapore/India contributing revenue of 1.2M USD, ensuring customer happiness, retention, and ARR
• Led change management initiatives to drive organizational transformation without compromising employee morale or productivity levels.
• Ensuring smooth product implementation for new customers all around the globe with a positive survey of 98%.
• Maintained an average first response time < 1hr - handled 1500+ tickets on a monthly basis using ticketing tool and Ensured adherence to SLA.
• Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
• Drove operational efficiency through data-driven decision-making processes, leveraging analytics tools for informed strategy development.
• Managed budgets effectively, ensuring optimal financial performance while investing in necessary resources for business growth.
• Built high-performing teams through effective recruitment, onboarding, and talent development initiatives.
• Other activities – Regular Business Review Meetings with existing customers, to help customers understand the product and enhance the experience
• Running NPS (Net Promoter Score) survey to the customer and have achieved a score of 31% which is marked as Good under SaaS market.
• Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.

• Working with stakeholders such as the Customer Support team, the Customer Success team, and senior executive management to address customer/product issues effectively
• Working cross-functionally with the Support, QA, Engineering, and PM teams to ensure timely responses and resolutions to customer/product issues
• Providing regular reports to management on product performance and customer issues.
• Client visits in person for product demonstration and onboarding process.
• Analyze situations and determine resources needed to solve them.
• Resolving technical issues and assisting customers with product-related questions by phone, and in live chat via the ticket system

• Self employed, own business | Understand the requirement of the business.
• Strategic planning of analysis before starting the work

Client : McAfee - Total Satisfaction Promise team

• Handling dissatisfied customers to ensure their complete satisfaction.
• Taking ownership of a customer's service request number until it is resolved by collaborating with various internal departments.
• Assisting customers with antivirus-related issues (activation, deactivation, removing infected files from Windows / Mac computers, computer performance issues, and browser issues).
• A single point of contact for any issues or feedback regarding products and services.
• Participating in calibration calls with clients, holding huddles to explain new process updates, and preparing MOM to share with respective stack holders.

Client: AT&T

• Functions (Working with customer STBs, CVOIP, and the Internet).
• Segregating the allocated data. Checking for errors and order flow issues.
• Clearing the error and activating the customer's Set-top box and phone line.
• Taking client calls and chats to resolve the issue in real time.
• Assisting the new agents on the floor and the reports will be sent to the SME.