Salman Shafi Ahmed
Customer Support Specialist
Bangalore
Summary
Dynamic Customer Support Specialist with a proven track record of enhancing client satisfaction through meticulous problem-solving and quality assurance. Recognized for excellence in application processing and customer relations, implementing strategic improvements that significantly boost operational efficiency. A collaborative team player who consistently exceeds performance metrics while upholding the highest standards of service quality. Dedicated to fostering positive client experiences and driving organizational success through innovative solutions and proactive engagement. Committed to educating clients on product usage and equipping team members and new hires with the knowledge necessary to deliver exceptional client experiences, ultimately achieving the highest levels of customer satisfaction.
Overview
4
4
years of professional experience
20
20
years of post-secondary education
Work History
Customer Support Specialist
Rippling
Bengaluru
09.2024 - Current
- Provided timely assistance to customers via email, Zoom calls, and live chats, ensuring a high level of professionalism at all times and securing the 100% customer satisfaction.
- Managed a high volume of inbound email cases and chats, while maintaining excellent quality standards and adhering to established procedures.
- Utilized CRM systems effectively to track customer interactions, document detailed case notes, and access relevant account information quickly when needed.
- Developed strong relationships with clients, resulting in repeat business, positive feedback, and shout-outs coming directly from clients.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Unblocked the customer while collaborating with our engineering team to ensure the blockers do not repeat.
- Collaborated with cross-functional teams to address customer concerns and improve overall service quality.
- Handled escalated support cases with diplomacy and tact, successfully defusing tense situations between the company and its customers.
- Collaborated with product team to communicate customer needs, leading to enhancements that increased user satisfaction.
- Boosted team morale and productivity by organizing regular training sessions on new software and customer service techniques. Answering their questions and unblocking the team to deliver exceptional support to our customers.
- Enhanced knowledge sharing within team, ensuring all members were up-to-date with latest product information.
- Improved service delivery consistency by standardizing response templates for common customer queries.
- Created help center articles, Confluence pages, and assisted with updating the already existing articles for accuracy and the best client experience.
- Conducted new hire training sessions, shadowing the new hires, teaching them the process and product knowledge, and ensuring that I equipped them with the best resources, tips, and tricks to make them efficient in delivering the best customer experience.
Client Care Specialist
Greenway Health India PVT LTD
Bengaluru
10.2023 - 06.2024
- I served in the capacity of an Acting Subject Matter Expert (SME) and mentor, providing assistance to technical personnel with their inquiries and challenges.
- Facilitated resolution of complex cases between departments, leading to satisfied clients.
- Built strong relationships with clients, consistently exceeding their expectations with quality service.
- Improved client care processes by identifying and implementing changes that enhanced efficiency and effectiveness..
- Monitored performance metrics closely, striving for continuous improvement based on feedback from both peers and supervisors alike.
- Managed approximately 30 incoming calls efficiently, prioritizing urgent requests and maintaining composure under pressure.
- Answered customer questions via telephone, email and live chat services.
Associate Client Care Specialist
Greenway Health India PVT LTD
Bengaluru
01.2022 - 10.2023
- Offered constructive feedback during team debriefings in order to identify areas for personal and professional development for both oneself and team members.
- Maintained detailed client records for efficient client relationship management.
- Streamlined client communication for better understanding of their needs and preferences.
- Proactively addressed potential client concerns, preventing escalated issues and maintaining a positive relationship.
- Provided training for new team members to ensure they had necessary knowledge and skills for success.
- Documented data and completed accurate updates to case records.
- Responded to all client inquiries and asked appropriate questions to facilitate resolution.
- Ensured 100% customer satisfaction by leveraging product knowledge, resources and tools.
Education
Bachelor of Commerce - Finance
Williams International College
Bengaluru, India 04.2001 - 10.2021
Skills
Application processing
Document Review
Quality Assurance
Customer Relations
Time Management
Professional Demeanor
Analytical Thinking
Problem-solving abilities
Active Listening
Excellent Communication
Teamwork and Collaboration
Decision-Making
Product knowledge
Salesforce
Timeline
Customer Support Specialist
Rippling
09.2024 - Current
Client Care Specialist
Greenway Health India PVT LTD
10.2023 - 06.2024
Associate Client Care Specialist
Greenway Health India PVT LTD
01.2022 - 10.2023
Bachelor of Commerce - Finance
Williams International College
04.2001 - 10.2021