Syed Kamal Shah
Lahore
Summary
Customer-oriented professional with experience of more than 5 years years in providing exceptional B2B customer services. Proven track record of supervising staff members, resolving complex issues, and managing Key accounts.
Overview
13
13
years of professional experience
4
4
years of post-secondary education
Work History
Customer Support Specialist
Deel
02.2024 - Current
- Provided timely assistance to customers via phone, email, and live chat channels, ensuring a high level of professionalism at all times.
- Managed a high volume of inbound calls while maintaining excellent call 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 and positive feedback.
Customer Support Manager
Smith.AI
9 2020 - 02.2024
- Employed comprehensive benchmarks to establish and monitor customer service standards. Kept SLA above 97% all time.
- Managed call logs, enhanced invoicing data and resolved customer issues to improve operational efficiency by 40% .
- Monitored metrics and developed actionable insights to improve efficiency and performance of more than 400 receptionists including chat and phone.
- Led and executed customer support team strategy to reach company support goals.
- Identified call trends to improve efficiency, reduce problem calls and suggest solutions to upper management.
- Utilized crisis management techniques to offer corrective solutions and maximize customer satisfaction.
Technical Support Specialist - ENT
Motive (Ex-KeepTruckin)
11.2021 - 01.2023
- Maintain optimal user services by meeting customer requirements and identifying and resolving issues of Enterprise Customers in an efficient manner via Salesforce and Zendesk.
- Attain best outcomes by managing various cases at one time and while leveraging technical skills over phone. Solved over 5k email cases and maintained CSAT above 97% for calls.
- Ensured smooth running of our product by helping B2B customers troubleshoot hardware and software.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Activated accounts for clients interested in new services.
Customer Support Analyst
Smith Al
11.2019 - 08.2020
- Crafted intelligent, professional responses to emailed and web chat customer questions. Handled over 12k chats in less than 6 months and was rewarded with distinguish award.
- Meet and exceed customer expectations by collecting and conducting customer data assessments and developing problem resolutions.
- Generate seamless execution of operations by evaluating and prioritizing customer inquiries, maintaining databases, and delivering prompt solution to clients.
- Recognized escalation needs and connected customers with advanced support staff
Team Coordinator
Mindbridge – Private Limited
02.2018 - 11.2019
- Led a team of more than 19 agents and trained over 85 agents in my tenure. Acted as a point of contact between agents and top-level management while reporting the daily team performance to the management.
- Provided assistance to staff members in efficiently and properly conducting day-to-day company operations by aligning team expertise with company mission.
- Improved staff performance by providing professional development training to staff on best working practices. Actively coached my team on different day to day situations.
- Built strong relationships with customers through positive attitude and attentive response. Used different platforms like Bliss, Confluence and Zendesk.
- Addressed customer service overflow to reduce complaints.
Sales and Support Manager
Waypedia – Advertising, LLC
01.2013 - 01.2017
- Streamlined company operations by communicating with customers, responding to emails, and formulating terms of business with high-level accuracy. Closed over 1000$K in sales. Rewarded with 5% for each sale.
- Enhanced company efficacy by conducting meetings and devising and implementing effective strategic plans. Gained share in company's equity at 2.5% of overall monthly profits.
- Gained customer satisfaction by providing top-notch online customer assistances, resolving customer issues, and delivering best-in-class solutions. The services were provided over Skype, Olark chat, salesforce and emails. Managed over 200 Key Accounts for the company.
- Drove company success by acquiring potential customers, increasing awareness, and conducting detailed market research.
- Established and cultivated solid business relationships with new or existing customers.
Freelancer
Freelancer.com
01.2011 - 01.2013
- Performed in-depth transcription evaluation and drafting in accordance with customer requirements
- Ensured stringent adherence to all confidential guidelines while writing transcription of interviews and assessing drafts for any errors
- Assisted multiple firms by accurately drafting optimal reviews and proofreading documents.
- Wrote over 500 articles for different clients all over th world.
Education
BBA - Management Science
University of South Asia
09.2017 - 07.2021
Skills
Team Building
Account management - Enterprise
Customer Relations
Technical Support Management
Timeline
Customer Support Specialist
Deel
02.2024 - Current
Technical Support Specialist - ENT
Motive (Ex-KeepTruckin)
11.2021 - 01.2023
Customer Support Analyst
Smith Al
11.2019 - 08.2020
Team Coordinator
Mindbridge – Private Limited
02.2018 - 11.2019
BBA - Management Science
University of South Asia
09.2017 - 07.2021
Sales and Support Manager
Waypedia – Advertising, LLC
01.2013 - 01.2017
Freelancer
Freelancer.com
01.2011 - 01.2013
Customer Support Manager
Smith.AI
9 2020 - 02.2024
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