MANSOOR ALI KHAN
Bengaluru
Summary
A multi-faceted, Senior Customer Support Professional with total work experience of around 6 years. 5 years of relevant experience in handling customers, resolving issues, handling escalations and customer onboarding. API Issues, JSON validations, integrations support, technical troubleshooting, utilising retools to help resolve customer issues effectively. Proven track record of going out of the way to deliver/surpass planned level of delivery and objectives. De-escalating customers and to turn around negative client experiences to postive ones.
Overview
7
7
years of professional experience
Work History
Technical Support Manager
ClearTax
09.2023 - 09.2024
- Responsible for Managing the enquiries from 30+ enterprise customers on various products of GST and E-Invoicing via E-mail, Calls and Chat.
- Daily volume of 20 inbound calls, 20 email enquiries on an average.
- Mastered using retool like Postman to better understand what is going on the application and to troubleshoot the problem to identify the error for 50+ customers on daily basis.
- Created 20+ templates for the Enterprise customers using template builder for all their E-Way Bills and E-Invoices.
- Resolve the application related queries to make the product experience better and to collect feedbacks of 20 clients per batch or sample.
- Successfull interactions with 25+ customers for better product navigation and upgrades required.
- Knowledge on API tools, Integrations Support, Verifying JSON payloads and providing customised solutions for the errors found.
Product Operations Specialist
Twilio
09.2021 - 11.2022
- Exceeded the CSAT scores towards 5, being rated the highest and improved the communication channel to increase the response rate by 15% overall.
- Executed A 100 short code audits of U.S and Canada regions, 60 customer tickets, 5 sev0 carrier related escalations on time.
- Trained 5 new employees in the customer service process and educated them on the CRM softwares used.
- Implemented new process changes successfully to accelerate the average response time by 15% on the customer database.
- Turned around 20+ negative customer experience through active & effective communication, while working towards prioritizing tickets to deliver timely follow-ups with clients.
Renewals Specialist
BYJU'S
10.2020 - 05.2021
- Delivered towards achieving 95% of the renewal rates by upselling the opportunities uncovered during the renewal process.
- Analyzed and compiled 60 feedback calls to get to know the pulse of the market and to resolve issues timely.
- Surveyed 300 customer data, to confirm the accuracy of all supporting information for the renewal quote.
- Counseled the students and parents to expedite resolution of daily customer maintenance issues.
- Reviewed 50 customer contracts, streamlined the daily and monthly activity tracking for a smooth contract reinstatement.
- Persuaded 20 bad experiences of students and parents with the course, to enlighten them and give constant followups to turn them positive.
Business Operations Associate
Lido Learning
11.2019 - 08.2020
- Developed a 3000 tablets capacity warehouse for business operations.
- Drafted financial documents of 50 customers daily and handling feedbacks and reminder calls given to customers.
- Tracked an inventory of 1000 Lenovo tablets including the mapping and delivering the right tablet to the customer and saving the data for company reviews.
- Shipped A 100 tablets monthly through DELHIVERY.
- Equipped knowledge for all the CRM of DELHIVERY, BLU-DART & E-ComExpress.
Marketing Executive
Bharadwaj Processed Foods
07.2017 - 03.2019
- Exceeded the CSAT scores towards 5, being rated the highest and improved the communication channel to increase the response rate by 15% overall.
- Executed A 100 short code audits of U.S and Canada regions, 60 customer tickets, 5 sev0 carrier related escalations on time.
- Trained 5 new employees in the customer service process and educated them on the CRM softwares used.
- Implemented new process changes successfully to accelerate the average response time by 15% on the customer database.
- Turned around 20+ negative customer experience through active & effective communication, while working towards prioritizing tickets to deliver timely follow-ups with clients.
Education
Master Of Business Administration - Marketing
National School of Business
Bangalore05.2017
Bachelors IN Business Administration - General
SRM University
Chennai03.2015
Skills
- Customer communications
- Technical troubleshooting
- Quality control guidelines
- Incident management
- Escalation management
- Customer support
- Training and mentoring
- Ticketing system expertise
- Team building
- Customer support management
- Operations management
- Managing service level agreements
- Customer de-escalation
- SLA management
- Technical support coordination
- Teamwork and collaboration
- Problem-solving
- Time management
- Attention to detail
- Problem-solving abilities
- Multitasking Abilities
- Reliability
- Excellent communication
- Organizational skills
- Effective communication
- Adaptability and flexibility
- Decision-making
- Relationship building
- Task prioritization
- Self motivation
- Interpersonal skills
- Analytical thinking
- Business process improvement
- Project leadership
- Professionalism
- Time management abilities
- Continuous improvement
- Quality assurance
- User support
- Technical support
Accomplishments
- Customer Satisfaction Champion, Exceeded the CSAT scores towards 5 being rated the highest. Improved the communication channel to increase the response rate by 15%. Coordinated and closed the severity tickets within the TAT of 7 days by working with the customers for achieving 100% track record for never breaching the timeline.
Languages
Hindi
English
Telugu
Tamil
Kannada
Timeline
Technical Support Manager
ClearTax
09.2023 - 09.2024
Product Operations Specialist
Twilio
09.2021 - 11.2022
Renewals Specialist
BYJU'S
10.2020 - 05.2021
Business Operations Associate
Lido Learning
11.2019 - 08.2020
Marketing Executive
Bharadwaj Processed Foods
07.2017 - 03.2019
Master Of Business Administration - Marketing
National School of Business
Bachelors IN Business Administration - General
SRM University
Similar Profiles
ANKITA BANERJEEANKITA BANERJEE
Business Development Intern (Inside Sales) at ClearTaxBusiness Development Intern (Inside Sales) at ClearTax
AMRUTHA L NARASIMHAAMRUTHA L NARASIMHA
Assistant Manager of Operations at ClearTaxAssistant Manager of Operations at ClearTax
Rahul KumarRahul Kumar
Inside Sales Manager at ClearTaxInside Sales Manager at ClearTax
Yaman KalraYaman Kalra
Senior Project Manager at Define LabsSenior Project Manager at Define Labs
Hunain KhaleelHunain Khaleel
Product Manager at IBMProduct Manager at IBM