Mohid Khan
Customer Support Shift Manager
Rawalpindi, Punjab,PB
Summary
Ambitious and dedicated professional with a strong background in customer representation and account management. Proven ability to manage multiple tasks daily while maintaining an energetic and positive mindset. Dependable team player with excellent time management skills, demonstrating flexibility in working hours to meet team needs and ensure seamless operations. Committed to delivering exceptional service and fostering strong client relationships.
Overview
7
7
years of professional experience
13
13
years of post-secondary education
2
2
Languages
Work History
Customer Support Shift Manager
Deel
04.2025 - Current
- Provide guidance to support agents, serve as a subject matter expert for complex cases, assist in onboarding through mentoring, and support coaching by sharing insights with Team Leads and agents.
- Escalate and resolve complex issues with internal stakeholders within SLAs, work closely with Workforce Management for real-time queue monitoring, and participate in projects and deep dives as needed.
- Collect and share customer feedback, recommend creative solutions, suggest process improvements, and collaborate with the Team Leads and necessary stakeholders.
- Monitor all Slack channels for enterprise clients, acknowledge requests, and assist agents at overcapacity.
- Monitor social media channels. Remediate negative reviews and manage DSAT conversion for Support agent.
Senior Customer Support Client Specialist
Deel
01.2025 - 04.2025
- Enhanced customer satisfaction by addressing and resolving complex issues in a timely manner.
- Provided excellent customer service by following up with clients, mailing out applications and responding to incoming calls.
- Trained new team members on best practices for managing client accounts, fostering a culture of continuous learning within the department.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Handled multiple DSAT concerns for enterprise clients to improve their experience with Deel.
Client Support Specialist
Deel
01.2024 - 12.2024
- Responded to all client inquiries and asked appropriate questions to facilitate resolution.
- Provided exceptional service to enterprise clients by understanding their unique needs and offering tailored solutions.
- Interacted with team members across departments to research and resolve customer issues.
- Proactively identified potential issues within client accounts, taking action to prevent escalations or disruptions in service delivery.
- Provided support to clients through their dedicated Slack channels, email, chat, or a phone call.
Customer Support Specialist
Deel
06.2022 - 12.2023
- Assisting Internal Stakeholders with their queries to provide smooth onboarding for Clients.
- Providing assistance to Clients, Employees and Contractors related to Payroll, HR and Payment concerns.
- Working with Technical and Payment teams in resolving user concerns.
- Provided timely assistance to customers via phone, email, and live chat channels, ensuring a high level of professionalism at all times.
- Specialize in different account topics, including Platform, Payments, Payroll, and HR concerns.
Trial Coordinator
Motive (formerly KeepTruckin)
04.2022 - 05.2022
- Provide data-driven trial insight to SE/AE teams.
- Configure Trial Accounts and identify early roadblocks preventing the successful trial launch.
- Monitor Trial health.
- Liaison between PK support and SE/AE trials team.
- Driver outreach for troubleshooting hardware and software.
Technical Support/Compliance Representative
Motive (formerly KeepTruckin)
12.2019 - 04.2022
- Product related troubleshooting.
- Assisting customers related to product, website and application usability.
- FMCSA's Compliance related queries which include helping users with log related problems and citations.
- Working with Engineering team for resolution of customer/product related problems.
- UAT tester for Genesys, beta version of Motive's application related to Canadian ELD mandate and chat support.
Customer Care Representative
Cab Call International
08.2018 - 12.2019
- Order Taking.
- Private Cab Dispatching.
- Completion of Cab orders timely.
- Resolving customer related problems.
- Handling of complaints made by customers.
Education
CA -
Institute of Chartered Accountancy Pakistan
Islamabad, Pakistan 09.2014 - Current
A-Levels -
Army Burn Hall College For Boys
Abbottabad, Khyber Pakhtunkhwa, Pakistan 07.2012 - 07.2014
Skills
Resolving customer complaints
Interests
Communication Skills, Relationship building, Problem-Solving Skills, Agile Mindset, Conflict Resolution, Goal-oriented Focus, Desire to learn, Willing to go extra mile, Empathic Nature, Team player
Timeline
Customer Support Shift Manager
Deel
04.2025 - Current
Senior Customer Support Client Specialist
Deel
01.2025 - 04.2025
Client Support Specialist
Deel
01.2024 - 12.2024
Customer Support Specialist
Deel
06.2022 - 12.2023
Trial Coordinator
Motive (formerly KeepTruckin)
04.2022 - 05.2022
Technical Support/Compliance Representative
Motive (formerly KeepTruckin)
12.2019 - 04.2022
Customer Care Representative
Cab Call International
08.2018 - 12.2019
CA -
Institute of Chartered Accountancy Pakistan
09.2014 - Current
A-Levels -
Army Burn Hall College For Boys
07.2012 - 07.2014
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