Mohammed Ishaq
Chennai
Summary
Lead Customer Success Professional with 10.5 years of total experience, including 4+ years in FinTech Account Aggregator (AA) platforms and 6.5 years in Retail & Corporate Banking. Proven expertise in customer lifecycle management, escalations, L1/L2 support leadership, client invoicing, SOP creation, fair usage compliance, stakeholder coordination, and SLA governance. Strong ability to bridge customers, finance, compliance, product, and engineering teams to drive adoption, retention, operational efficiency, and superior customer experience in regulated environments.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Lead Customer Success Support
Perfios Account Aggregation Services Pvt Ltd
Bengaluru, India
04.2023 - Current
- • Lead end-to-end customer success operations for the Account Aggregator (AA) platform, supporting banks, NBFCs, fintech partners, and enterprise clients.
• Own customer escalations and retention-critical issues, ensuring resolution within defined SLAs and high service quality.
• Manage L1 and L2 support operations, handling consent flow issues, data-access errors, API response failures, onboarding challenges, and production incidents.
• Act as the primary coordination point between customers, support, finance, compliance, product, and engineering teams.
• Set up and implemented Zoho Desk ticketing system from scratch, including workflows, queues, SLAs, escalation rules, automation, and reporting dashboards.
• Own client invoicing and billing operations, including usage validation, invoice review, discrepancy resolution, and coordination with finance teams.
• Designed and implemented automation of billing procedures, ensuring zero manual intervention, improved billing accuracy, timeliness, and audit readiness.
• Set up and implemented Fair Usage Rules for Account Aggregator clients in alignment with regulatory and compliance requirements, enabling responsible data usage and risk mitigation.
• Worked closely with compliance and risk teams to operationalize fair-use thresholds, exception handling, and customer communication.
• Conduct knowledge transfer (KT) sessions for new team members on Account Aggregator framework and consent lifecycle, customer support workflows, billing, invoicing, automation, and fair-use compliance processes.
• Set up and implemented SOPs for customer support operations, finance and billing coordination, fair-use monitoring and exception handling, and L1/L2 escalation and incident management.
• Collaborate with engineering teams on API troubleshooting, UAT issues, production stabilization, and compliance-driven enhancements.
• Analyze customer usage patterns, ticket trends, and feedback to improve platform stability, compliance adherence, and customer experience.
• Leverage AI-based prompting techniques to enhance incident analysis, customer communication quality, SOP documentation, and team productivity.
Lead Customer Sucess Support
Perfios Software Solutions
Bengaluru, India
01.2022 - 04.2023
- Served as a primary customer success contact for AA platform users, handling end-customer and partner queries.
- Supported banks, NBFCs, and fintech partners on consent-related issues, data-access queries, onboarding, and platform usage.
- Assisted in designing Salesforce ticket handling workflows, including case lifecycle, queues, and assignment rules
- Collaborated with cross-functional teams to define ticketing requirements and support process design in Salesforce
- Contributed to the design of case fields, layouts, and record types to support ticket categorization and tracking
- Managed incidents using Salesforce, ensuring SLA adherence, prioritization, escalation, and closure.
- Collaborated with technology and integration teams to understand AA APIs, data flows, and consent artefacts.
- Supported partner onboarding and integration, assisting during testing, UAT, and production go-live.
- Translated customer-reported issues into actionable inputs for tech teams, improving resolution turnaround.
- Created and maintained knowledge base articles, SOPs, and FAQs to improve first-contact resolution.
- Used AI-based prompting tools to accelerate issue analysis, customer responses, and documentation.
Deputy Branch Manager
ICICI Bank
04.2021 - 10.2021
- Managed branch transactions exceeding ₹100 Crore, ensuring accuracy, compliance, and audit readiness.
- Led a team of 3 officers, overseeing daily operations, customer servicing, and escalations.
- Delegated roles and responsibilities based on workload and transaction volumes.
- Improved branch profitability through budgeting, cost control, and cross-selling.
- Provided goal-based financial advisory to customers.
- Ensured compliance with internal controls, risk policies, and regulatory standards.
Deputy Manager
Axis Bank
06.2015 - 04.2021
- Delivered customer service and issue resolution within defined TATs.
- Handled end-to-end banking operations:
Account Opening & Maintenance
NEFT / RTGS / IMPS / UPI / Bulk Payments
FD / RD / Mutual Funds
Cash Management & Lockers
Jewel Loans - Ensured zero backlog during day-end processing.
- Reduced NFTR from 25% to 3% by implementing SOPs in collaboration with audit teams.
- Supervised cross-functional teams and ensured regulatory and audit compliance.
Education
PGDBM -
Timespro/Loyola college
01.2015
M.B.A -
B.S.Abdur Rahman University
01.2013
B.E -
Anna University
01.2011
XII -
State Board
01.2007
X -
CBSE
01.2005
Skills
- Proficiency in MS Office tools
- Finacle
- Business Requirement Analysis
- Lead Customer Success Management
- Customer Escalation Management
- Enterprise and Partner Relationship Management
- Account Aggregator (AA) Platform Expertise
- L1 and L2 Support Operations
- Zoho Desk Ticketing System
- Salesforce CRM
- Client Invoicing and Billing Operations
- SLA Management and TAT Compliance
- Incident Management and Root Cause Analysis
- Fair Usage Rules Implementation and Compliance Enablement
- SOP Setup and Process Standardization
- Knowledge Transfer (KT) and Team Enablement
- Business Requirement Analysis
- Banking Operations and Finacle Core Banking System
- Microsoft Excel, Word, PowerPoint
- CRM Tools
Certification
- Post Graduate Diploma in Business Analytics and Business Intelligence, Great Lakes Institute of Management
- Certified Scrum Master, Scrum Alliance, 2021-11-07
- Currently Pursuing Advanced Certification in Data Science and AI, IIT Madras and Intellipaat
Custom Section
- Member in ASME and ISHRAE.
- Held the position of Secretary for Collegiate ISHRAE club during the year 2010-2011
- Initiated and Organized RAACFEST' 10, an Intra-College Level Technical Symposium.
- Organized CONFLUENCE, A National level technical symposium for mechanical engineers.
- Organized 'CRUIZE' A National level symposium for MBA
Websites, Portfolios and Profiles
https://www.linkedin.com/in/mohammed-ishaq1
Personal Information
Age: 32
Languages
Tamil
Intermediate
B1
English
Intermediate
B1
Hindi
Intermediate
B1
Urdu
Upper Intermediate
B2
Interests
- Continuous learning
- FinTech and SaaS trends
- AI productivity tools
- Customer experience improvement
- Mentoring and knowledge sharing
Timeline
Lead Customer Success Support
Perfios Account Aggregation Services Pvt Ltd
04.2023 - Current
Lead Customer Sucess Support
Perfios Software Solutions
01.2022 - 04.2023
Deputy Branch Manager
ICICI Bank
04.2021 - 10.2021
Deputy Manager
Axis Bank
06.2015 - 04.2021
PGDBM -
Timespro/Loyola college
M.B.A -
B.S.Abdur Rahman University
B.E -
Anna University
XII -
State Board
X -
CBSE