MUDASIR Z MIR
140, Anupam Gardens, Sainik Farm, Saket, New Delhi
Summary
Accomplished highly motivated Customer Service Manager with 12+ years of experience in customer service. Perceptive, confident in making quick effective decisions with minimal information. Able to learn policies and procedures as a guide to make correct decisions. Able to adapt easily and use available manpower and resources, data, and tools to set priorities to ensure the smooth operation of the organization. Collect information to improve customer satisfaction and ensure employees needs are heard. An experienced and dedicated customer service professional seeking a rewarding position where my leadership and performance-based management skills can be utilized and enhanced. Analyzed reports, surveys and vendor relations and completed support assessments to improve first call resolution. Generated status and performance reports to facilitate continuous improvement. Drove change and improvement for customer support team by identifying enhancements and forwarding suggestions to senior leadership.
Overview
9
9
years of professional experience
Work History
Manager Customer Support
Webgility Software Technorats Pvt. Ltd.
03.2020 - Current
- B2B Customer Support.
- Established a proper process to ensure there are timely responses over the call. chat & email.
- Work with the Product Team & Stake Holders to enhance the product quality and user experience.
- Escalations.
- Analysis via Google, Facebook ads.
- Weekly team audits.
- Weekly mentoring sessions with Team Leads and bi weekly with ICs.
- Report analysis about trending issues and in corporate strategies for the better customer experience.
- Present monthly performance report of the customer success team to the Management.
- Looking after the billing team to ensure customers account related queries have been answered.
- Working closely with CSMs to reduce churn & retain customers.
- Working with marketing team for the better pricing and plans.
- Collaborated with cross-functional departments to update teams on current products, services and troubleshooting techniques
- Monitored metrics and developed actionable insights to improve efficiency and performance. Current targets, AHT under 20 minutes, CSAT 95%, ROR 50%, FCR 35% and Churn under 2%.
- Discovered and resolved complex customer issues to reduce negative impact to business outcomes
- Assessed reports, monitored calls and analyzed daily trends to identify process improvement opportunities
- Conducted training and mentored team members to promote productivity and commitment to friendly service
Customer Support Team Lead
Webgility Software Technocrats Pvt. Ltd.
05.2018 - 03.2020
- Report analysis and data presentation.
- Established strong relations with partner Intuit.
- Worked within task management system to receive, manage and close support requests
- Supported customers throughout incident response, management and resolution to deliver expert assistance for technical needs
- Recognized escalation needs and connected customers with advanced support staff
- Identified trends in client requests and helped management get ahead of ongoing problems
- Increased efficiency and performance by monitoring team member productivity and providing feedback
Sr. Customer Support Representative
Webgility Software Technocrats Pvt. Ltd.
03.2016 - 03.2018
- API Support for Shopify users.
- Recommended solutions to complex situations through research and critical thinking and escalated customer to supervisor for enhanced support
- Delivered exceptional customer service by prioritizing emergency issues and developing and employing workarounds to solve problems expeditiously
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes
Customer Service Representative
Teleperformance Indore - Iyogi & Netgear
03.2012 - 02.2014
- Technical Support for Netgear routers and other products.
- Iyogi services sales.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
Customer Service Representative
Teleperformance Indore - Microsoft Windows Support
11.2011 - 03.2012
- Technical troubleshooting for Window 8.
- Resolved technical issues of Window 8 users via call and email
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Promptly responded to inquiries and requests from prospective customers
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences
Customer Support Executive
Tata Consultancy Services
11.2008 - 05.2009
- Provided excellent customer service by efficiently resolving issues and responding to inquiries for Tata photon.
- Established and maintained AHT under 15 minutes and CSAT 90% as targeted for each month
- Provided customers with updates and periodic statements on service developments and changes in trends
- Listened to customers' questions and concerns to provide answers or responses
Education
Master of Science - Chemistry
DAVV
Indore11.2013
Bachelor of Science - Science Education
Kashmir University
Srinagar11.2010
Skills
- Application/Product Support
- Incident and Escalation Management
- Churn Management & Customer Retention
- Stakeholder Management
- Hiring and Team Building
- Customer Success and Service orientation
- Analytical and Critical Thinking
- Customer Advocacy
- Salesforce, Jira, Asana, Miro, Intercom, Zendesk, MS Excel & Office
- API Integration Support
- Google, Facebook, LinkedIn Ads
- Account Management
Languages
English
Hindi
Urdu
Arabic
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Timeline
Manager Customer Support
Webgility Software Technorats Pvt. Ltd.
03.2020 - Current
Customer Support Team Lead
Webgility Software Technocrats Pvt. Ltd.
05.2018 - 03.2020
Sr. Customer Support Representative
Webgility Software Technocrats Pvt. Ltd.
03.2016 - 03.2018
Customer Service Representative
Teleperformance Indore - Iyogi & Netgear
03.2012 - 02.2014
Customer Service Representative
Teleperformance Indore - Microsoft Windows Support
11.2011 - 03.2012
Customer Support Executive
Tata Consultancy Services
11.2008 - 05.2009
Master of Science - Chemistry
DAVV
Bachelor of Science - Science Education
Kashmir University
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