Mustafa Mariyawala
Indore
Summary
Customer support specialist with almost 2 years of experience delivering high-quality remote support for global clients in fast-paced tech environments. Skilled in troubleshooting, problem-solving, and maintaining exceptional service levels (CSAT 95%+). Proven ability to handle complex cases, identify patterns in users issues and collaborate cross-functionally with product, Billing and compliance teams. Adept at balancing empathy, efficiency, and clear communication to create positive customer experiences.
Overview
6
6
years of professional experience
Work History
Customer Support Specialist
Taskus India Pvt. Ltd.
12.2023 - Current
- Delivered high-quality support across abuse moderation, safety support and reactive cases, handling 170-200 tickets daily while maintaining CSAT >95% and quality >97%.
- Investigated and resolved sensitive trust & safety cases, including harassment, fraud, and policy violations, in coordination with product, compliance, and engineering teams.
- Managed high-priority abuse moderation queues, provided immediate resolutions within SLA (
- Created and updated internal documentation, improving workflow efficiency and ensuring consistent support quality.
- Analyzed recurring issue to recommend process changes, resulting in reduced ticket volume and faster resolutions.
Sr.SEO EXECUTIVE
Moneyplant Research
04.2019 - 02.2023
- Content: Create high-quality SEO content, assist with blog content, and perform content moderation.
- Keyword research: Use SEO tools to perform keyword research and optimize content.
- Reporting: Use Google Analytics to regularly create performance reports.
Education
MBA - Marketing & Finance
Acropolis faculty of management & research
08.2018
Bachelor Of Commerce - Economics
Advance Commerce & Arts College, affiliated to Vikram University
04.2015
Skills
- Customer Support (Email, Chat) Help Desk Tools: Zendesk, Staffpass
- Troubleshooting & Technical Support Bug Reporting & Root Cause Analysis
- Knowledge Base Creation SlA & KPI Management
- Process Improvement & Automation Cross-Team Collaboration
Additional Information
- Technical Skills: Zendesk | CRM Systems | Staffpass | Ticket Management Systems.
- Languages: English, Hindi, Gujarati
- Additional: Flexible availability, Experienced in working with remote/onsite, cross-time-zone teams.
- Certifications: Quality Analyst Preparatory Academy
- Award/Activities: Top Performer multiple times for exceeding KPI's in CSAT, Productivity, Quality and Hygiene. Reduced AHT by 20% through process optimization without compromising service quality. Successfully trained and mentored new team members as an SME, improving onboarding efficiency.
Roles & Responsibilities
- Content Review
- Policy Enforcement
- User Communication
- Issue Escalation
- Maintaining Documentation
- Self-Care and Support
Timeline
Customer Support Specialist
Taskus India Pvt. Ltd.
12.2023 - Current
Sr.SEO EXECUTIVE
Moneyplant Research
04.2019 - 02.2023
Bachelor Of Commerce - Economics
Advance Commerce & Arts College, affiliated to Vikram University
MBA - Marketing & Finance
Acropolis faculty of management & research
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