ADIL FAIZ
Bengaluru
Summary
Reliable Senior Customer Support Specialist at NAVEX with a proven track record in problem-solving and customer satisfaction. Expert in managing high-priority escalations and cross-functional coordination, driving significant revenue growth. Proficient at mentoring teams and enhancing operational efficiency, leveraging strong leadership skills to deliver exceptional results.
Overview
10
10
years of professional experience
Work History
SENIOR CUSTOMER SUPPORT SPECIALIST
NAVEX
Bengaluru
09.2024 - Current
- Promoted to Senior Customer Support Specialist in recognition of strong performance and customer support expertise.
- Managed new and existing cases, prioritizing customer satisfaction and resolution quality to meet service-level commitments.
- Serve as a trusted escalation lead, managing high-priority cases across multiple teams, partnering with leadership on critical customer issues, and driving cross-functional resolution efforts to ensure successful outcomes.
- Handle Level 1, Level 2, and Level 3 support cases for EthicsPoint, taking end-to-end ownership from initial response to resolution.
- Troubleshoot customer issues through email communication and screen-sharing sessions, ensuring timely and accurate resolutions.
- Collaborate with Data Services, Product Engineering, Sales, and Scoping teams to investigate complex issues and deliver effective solutions.
- Cross-trained in PolicyTech product and supported PolicyTech customers, enhancing overall support capabilities.
- Maintain key performance metrics, including initial response time, CSAT, resolution time, and case audit scores.
- Ensure timely case management through proactive follow-ups, customer comment responses, and minimal milestone violations.
- Identified and created many revenue-generating opportunities, contributing to business growth.
- Mentored new hires, guiding them in NAVEX support processes and case-handling procedures to improve team readiness.
- Led the team in the manager’s absence, conducted team meetings, addressed concerns, and ensured smooth daily operations.
- Conducted candidate interviews in collaboration with the reporting manager to support the recruitment and selection process.
SENIOR CUSTOMER SERVICE ASSOCIATE
Citrix / Cloud Software Group
Bengaluru
06.2021 - 04.2024
- Supported Citrix customers by addressing product, technical, account, and service questions through phone, email, chat, and web-to-case channels.
- Managed customer inquiries related to login, authentication, Cloud Contacts, and billing processes.
- Reviewed customer issues, opened support cases, and tracked follow-ups to ensure timely resolution.
- Proactively shared product updates, maintenance schedules, and service interruptions to keep customers informed.
- Contributed to process changes that improved productivity, CSAT, FDR, AHT, and TTC.
- Reviewed DSAT cases, managed escalations, and maintained leave trackers and case backlogs to support team efficiency.
- Trained new hires on Citrix products, support procedures, and case handling.
- Led team of 12 during manager absence and maintained daily operations and productivity.
- Used Salesforce CRM to manage customer accounts, support cases, and follow-ups.
SENIOR ASSOCIATE
Wipro Ltd.
Kolkata
01.2018 - 06.2021
- Provided hardware, software, and Windows OS troubleshooting for HP laptops as Chat Support Associate; upselling warranties, antivirus, and HP parts to enhance customer satisfaction and drive revenue.
- Transitioned to AT&T as part of the pilot batch, managing broadband disconnection requests by validating orders, coordinating with clients via email, and ensuring timely completion through consistent follow-ups.
CUSTOMER SERVICE REPRESENTATIVE
Concentrix
Kolkata
09.2016 - 12.2017
- Handled inbound calls for Jio Process, resolving customer queries and registering complaints to enhance customer satisfaction.
- Assisted the team as a resolution expert, providing guidance and support to improve issue resolution efficiency.
Education
B.COM - ACCOUNTING & FINANCE HONS.
University of Calcutta
Kolkata08-2015
High School - ISCE-Commerce
Albany Hall Public School
Kolkata05-2012
SCHOOL - ICSE
Albany Hall Public School
Kolkata03-2010
Skills
- Customer experience
- Escalation handling
- Cross-functional coordination
- Problem solving
- Attention to detail
- Team collaboration
- Adaptability
- Flexibility
- Relationship management
- Team collaboration
Accomplishments
- Received the NAVEX Best Performer Award for Q3 2025.
- Earned an “Exceptional” rating in the NAVEX 2025 Year-End Talent Review.
- Recognized as a top performer for two quarters at Citrix in 2023.
- Leaderboard winner at Citrix for excelling in KPI scores on multiple occasions.
- Achieved an outstanding 100% Customer Satisfaction (CSAT) score at Citrix in 2023, reflecting a strong commitment to customer experience and service excellence.
Languages
- English
- Hindi
- Urdu
- Bengali
Timeline
SENIOR CUSTOMER SUPPORT SPECIALIST
NAVEX
09.2024 - Current
SENIOR CUSTOMER SERVICE ASSOCIATE
Citrix / Cloud Software Group
06.2021 - 04.2024
SENIOR ASSOCIATE
Wipro Ltd.
01.2018 - 06.2021
CUSTOMER SERVICE REPRESENTATIVE
Concentrix
09.2016 - 12.2017
B.COM - ACCOUNTING & FINANCE HONS.
University of Calcutta
High School - ISCE-Commerce
Albany Hall Public School
SCHOOL - ICSE
Albany Hall Public School