Kashif Siddiqui
Support Specialist
Mumbai
Summary
An experienced customer support professional with 6 years of proven expertise. Bringing a wealth of knowledge and skills to the table, leveraging extensive background in delivering exceptional customer service. As a dedicated team player, believe in the power of collaboration to achieve outstanding results. With empathetic listening, problem-solving, and strong communication abilities, contribute to the success of the team by providing exceptional customer support. Let's connect and discuss how I can leverage my experience to support your organization's customer service goals.
Overview
6
6
years of professional experience
3
3
years of post-secondary education
Work History
Customer Support Specialist(Global Support Region)
Omnipresent
Mumbai
11.2022 - Current
- Expertly managed ticketing system, prioritizing and resolving issues efficiently.
- Efficiently work through tickets via chat, email and social media channels
- Provided direct technical support to internal teams, partners, and customers for Omnipresent service.
- Troubleshoot problems, recorded product improvements and offered best practice guidance for optimal service setup and usage.
- Addressed customer concerns and inquiries globally, ensuring SLAs were met consistently.
- Collaborated with global cross-functional teams including Product, Payroll, Engineering, Benefits, Legal, and Operations.
- Masterfully coordinated with multiple stakeholders, synchronizing efforts for swift client issue resolution.
- Open communication with internal team members and business operations to help optimize and support workflows
- Created a symphony of efficiency using the Jira ticketing system, ensuring timely responses and meeting turnaround time crescendos.
- Achieved crescendo of 90% customer satisfaction (CSAT), leaving clients and their employees spellbound.
- Seasoned technical support specialist is skilled in ticket management, troubleshooting, and stakeholder coordination.
Senior Associate - Student Success
upGrad Education Private Limited
Mumbai
02.2022 - 11.2022
- Streamlined onboarding process, ensuring candidates' smooth transition into the program.
- Mentored candidates, aligning their expectations and guiding them towards achieving their goals.
- Proactively communicated program updates via phone, email, and chat to keep candidates informed.
- Monitored and analyzed candidates' performance on program elements, proposing interventions for improvement.
- Maintained a comprehensive database capturing candidates' expectations, interactions, and growth.
- Provided regular feedback and motivation to lagging candidates, fostering their success.
- Managed candidates' preparation for placement activities, maximizing offer opportunities.
- Acted as a crucial liaison, providing feedback to the program team for iterative improvement of program satisfaction levels.
- Collaborated closely with the program team, influencing program calendar deadlines and events to benefit candidates.
- Customer-centric approach, understanding learners' expectations and supporting their goal attainment.
- Ensured clear internal communication to drive student success.
- Coordinated with high-profile learners with extensive industry experience, encouraging timely submission of research work.
- A dedicated program coordinator with expertise in candidate mentoring, performance analysis, and feedback management.
Academic Advisor
Lido Learning
Mumbai
01.2020 - 02.2022
- Proactively handled escalations, providing comprehensive guidance to customers and consumers, and showcasing product's benefits.
- Responsible for effectively addressing customer requirements, coordinating with relevant teams for seamless resolutions.
- Supported customers daily, addressing onboarding, audio and video issues, and device troubleshooting with promptness and efficiency.
- Utilized various communication channels (Calls, Chats, Emails, Video calls) to engage with customers and ensure effective assistance.
- Maintained exceptional metrics including first response time, average response time, and average resolution time for chats and calls.
- Selected for multiple pilot batches due to exemplary work ethics and dedication.
- Collaborated with product team, aligning customer feedback and complaints to drive product enhancements.
- Led retention process in pilot batch, focusing on unsatisfied customers and improving satisfaction levels.
- Gathered and presented customer complaints during team reviews, advocating for necessary improvements.
- Elevated customer experience standards by continuously refining processes as needed.
- Passionate customer experience specialist with proven track record in escalation management, customer support, and process improvement.
Customer Success Specialist
Dream11 Fantasy Sports Pvt Ltd
Mumbai
02.2019 - 06.2019
- Managed high-volume customer queries through email with prompt and accurate responses.
- Consistently achieved 95% resolution rate, meeting individual SLAs for assigned tickets.
- Proactively made outbound calls to address escalation cases and ensure customer satisfaction.
- Aligned user complaints with product development for continuous improvement.
- Driven by passion for understanding user behaviour and enhancing customer experience.
- Analyzed complaint patterns to identify underlying issues and improve query resolution.
- Collaborated with technical/product teams for proactive enhancements.
- Engaged in interactive sessions with process development/quality teams for better user experience.
- Prioritized customer experience without compromising on customer efforts.
- Thrived in managing high volume of complaints during peak seasons.
- Results-oriented professional experienced in email support, escalation management, and process improvement.
CARE Specialist
Cimpress India Pvt. Ltd
Mumbai
11.2017 - 02.2019
- Managed customer experience as CARE Specialist, ensuring exceptional service during phone interactions.
- Pilot batch member for outbound activities, driving success in delivery outbound calling, brand store CARE calling, and B2B order conversion.
- Expertise in handling email queues, developing impactful ETs (Email Templates), and participating in global team calibrations.
- Innovatively improved weekly sales and confidently handled escalations by providing first-call resolutions.
- Orchestrated seamless B2B order execution, from onboarding and sample development to coordination with manufacturing and courier partners.
- Proficient in sample measurement, product development, and customer coordination for successful B2B orders.
- With strong focus on enhancing customer experiences and track record of driving results, I bring comprehensive expertise in CARE, outbound activities, email management, and B2B order execution.
Education
B.M.S - Business management studies
01.2014 - 04.2017
Secondary - Commerce
01.2012 - 04.2014
2nd Class
Skills
Cross-functional team collaboration
Creative problem solving
Excellent oral and written communication
Team collaboration and leadership
Time Management
Adaptability
MS office Skills
Freshdesk
Zendesk
Salesforce
Jira
Multitasking
Interpersonal skills
Timeline
Customer Support Specialist(Global Support Region) - Omnipresent
11.2022 - Current
Senior Associate - Student Success - upGrad Education Private Limited
02.2022 - 11.2022
Academic Advisor - Lido Learning
01.2020 - 02.2022
Customer Success Specialist - Dream11 Fantasy Sports Pvt Ltd
02.2019 - 06.2019
CARE Specialist - Cimpress India Pvt. Ltd
11.2017 - 02.2019
Burhani College of Commerce And Arts - B.M.S, Business management studies
01.2014 - 04.2017
Burhani College of Commerce And Arts - Secondary, Commerce
01.2012 - 04.2014