Customer Success Problem Solving

Muhammad Awais Afzal

Email : ***********@*****.***

Tel: +1-713-***-****

SUMMARY

Customer Relationship expertise with over 11 years in customer facing lead role at executive level for customer transformation program. Experience with driving digital transformation using various cloud applications and other platforms. I do acquire great communication skills with proven success of relating the technical information to non-technical clients and across multiple organization teams such as support, sales, development etc. Excellent communication, presentation, problem solving, conflict resolution and program management skills, with a focus on translating business requirements into technological solutions. Some of major skills are as below:

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Customer & Client

Success

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Email Support/Troubleshooting

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Complex Problem solving

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MS Office suite

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Retentions

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Conflict resolution

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On-Boarding

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WordPress Support

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Communication

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Web Server & Hosting

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Sales (cross-upsell)

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Decision making

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SDLC

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O365/Slack/G-Suite

/G-chat/Salesforce

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SaaS Environment

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DNS, Backups,

cPanel/WHM/

Apache Servers

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Product & Technology

Consulting

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Constructive feedback & Monitoring

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Internet & Web

Applications

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Escalations handling and reviews

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Coaching

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Account Management

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KCS/Confluence/JIRA

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KPI/FCR monitoring

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Basic PHP/ HTML/

MySQL/SQL

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Product Support

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Software Support

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Application Support

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Product Support

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Multitasking

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D365/O365

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Account Management

EXPERIENCE

Software Support and customer success / Tyler Technologies - Remote 05/2021 - Current

Lead and mentor a team of software support team to ensure exceptional customer experiences. Provide coaching, training, and continuous development opportunities to improve team performance. Establish realistic team goals and hold members accountable to achieve success as team as well as an individual.

ERP Customer Onboarding and Adoption to Oversee the onboarding process for new customers, ensuring smooth transitions and early success. Develop strategies and resources to enhance customer adoption of products/services for smooth onboarding. Proactively engage with customers to guide them through key product features and best practices to increase adaptability.

Build and maintain strong, long-lasting customer relationships, becoming their trusted advisor (75% of west coast coverage). Monitor customer health, identify risks, and take proactive actions to mitigate churn. Regularly check in with high-value customers to ensure satisfaction and gather feedback to improve and promote the reference sites. Identify opportunities for account expansion and upsell/cross-sell initiatives. Work closely with Sales and Product teams to understand customer needs and tailor solutions. Adoption of development of customized success plans for key accounts, ensuring alignment with business objectives.

Serve as the voice of the customer within the company, providing valuable insights and feedback to improve products and services. Organize and lead customer advocacy programs, such as case studies or reference calls. Gather and analyze customer feedback to recommend product improvements via Jira/Confluence/Coveo and KB.

Track and report on key customer success metrics, including satisfaction, retention, and Net Promoter Score (NPS). Use data to identify trends, diagnose issues, and improve customer experience using CRM Dynamics reporting tools. Present regular reports and success metrics to senior leadership. Act as the point of contact for escalated customer issues, ensuring swift resolution and customer satisfaction. Work closely with cross-functional teams (Support, Devs, Product, etc.) to resolve technical or operational challenges. Ensure that customer complaints are handled promptly and professionally.

Continuously evaluate and improve customer success processes, workflows, and tools using HCI (Human Computer Interaction) techniques. Implement best practices increase team efficiency and scalability. Establish a knowledge-sharing culture to improve overall customer service standards via teams every week. Proactively monitor customer engagement to prevent churn and improve customer satisfaction. Develop retention strategies and initiatives to keep customers loyal and happy with the company’s products/services. Addressing the pain points and open tickets for best customer experience. Partner with Sales, Marketing, Product, and Support teams to ensure seamless customer experiences. Provide insights to the Marketing team to help tailor customer communications and campaigns.

Customer Support Lead / Endurance International Group - Houston, TX 10/2016 – 05/2021

Joined Endurance as a Support Associate and was promoted to Customer Support Lead for the SMB division, which supports multiple hundreds of customers, within 12 months. Currently leading a team of 12-15 support associates in SaaS enviornment including assigning incoming cases, scheduling shifts, and I am the first point of escalation for enterprise Dedicated and VPS clients before any issues are sent to the engineering teams. Delivering multiple end to end projects by working closely with multiple team to overcome complex system issues and meeting KPIs.

I have enabled channels to educate customers about the products use and managed to help hundreds of client’s business transformation to digital platform adoptability of products with guaranteed ROI. As a Customer Success Lead (Junior CSM), I act as a trusted advisor to enterprise customers by enabling them to use various products to achieve their business objectives. I do make sure that customer satisfaction is above and beyond on each interaction as well SLA’s are met.

Achievements : I managed to increase average case handling volume from 16 per associate per day to 25 and boosted customer retention by 27%, reducing the time taken to resolve issues. I am currently Piloting Customer success, Retentions, On-boarding, O365, Gsuite, Cloud platform adoption and Sales drive. Highest software adoption and utilization increased from 45% over past few months.

I do manage to keep the escalation for the entire team below 7% and my personal escalation rate below 3% per month which is lowest and across the floor. I helped Increasing the company rating to 4.1 by fixing broken customer experience and also working with another Endurance brands to improve the social media channel customer experiences. Support standards for company increased to 4.85 for knowledge and courtesy to 4.90 for each individual as floor metrics.

Community Manager / Regus - Houston, Texas 04/2015 - 07/2016

Regus provides General IT infrastructure to multiple SMB with a particular focus on video conferencing solutions. I was the sole Community Manager at my branch providing white-glove support to 75 clients, this included being the first point of contact for them for all issues: technical support, product questions, new features, and contract renewals and extensions.

I have handled technical integration with acquisitions and personally managed 3 such projects during my tenure - migrating entire existing IT infrastructures to Regus’s own technologies for video conferencing, phone systems, network connectivity, and handling complex billing and contract issues for existing customer administration.

I have worked closely with acquired staff to make them feel welcome, train them on Regus’s systems, and help find roles for them where there was redundancy. Developed the team of 6 assistant managers to support the centers and coach them for the entire center system to avoid escalations of issue. I set the standards higher than the required in order to deliver the best customer experience and first call resolution.

Achievements : Manage to have 95% occupancy for centre in first year. (2015) Team development and team balancing across multiple centers.

Acquire 33% new clients by suggesting the marketing channels.

Retention increased by 17% for entire centre.

Coach and trained 4 new Community Manager at the end of the year.

Awarded with Best and most improved Consulting Manager at end of year 2015.

Assistant Support Manager / Macy's - Houston, Texas 10/2014 - 01/2015

I was responsible to manage 25-30 in-store staff and oversaw day-to-day store operations as the Executive In Charge (EIC) on a daily basis. I have handled work assignment, scheduling, dealing with customer and corporate escalations, communicating and driving department-specific sales targets, handling investigation and reporting of damaged goods, handling hiring for part-time positions, and provided training and performance evaluations. I have performed tasks such as opening and closing the store, including counting cash drawers and making bank deposits. During my time here I instituted a weekly all-staff meeting, in addition to the existing weekly department leads meeting, so that all members of staff could voice concerns and offer constructive feedback.

Store Leader / Sainsbury's - London, United Kingdom 10/2009 - 02/2012

Started as an Associate but quickly grew to Commercial Administrator and then ultimately the Store Leader, managing approximately 60 instore staff on a day to day basis. I have performed work assignments, scheduling, customer and corporate escalations, managing relationships with third-party suppliers and was responsible for cost control and profit protection. I manage to achieve corporate performance and profit goals in both 2011 and 2012as an individual as well as team. I have dealt with employees personnel issues and made the final call on storelevel decisions as the most senior on-site member of staff. Performed end-of-day reporting to higher management at corporate level. I provided leadership and coaching to colleagues, handled performance reviews, and promoted several junior associates to senior associates. When necessary also filled in on cashier duties, cleaning customer areas, and merchandising shelves, assisting supply chain matters etc.

I achieved highest sales in region with most highest product availability for the last quarter of year 2011.

I was awarded Best CS Team for year 2011 in region leading 50-60 CS team members.

I did achieve the bonus for entire store by achieving 92% customer satisfaction and shopping experience.

EDUCATION

Aldgate College London - London 2013

Advance Strategic Business Management: Extended Certification in Strategic Business Management

University Of Sunderland UK

BSc (Hons): Applied Business Computing 2009

INTERESTS

Hiking & Travelling, Food and Automobile

I have traveled most of countries and have great experience regarding people, food, culture etc.

I love to cook and therefore love consuming it too. I love cooking and overtime I developed it as my hobby.

I love auto sports whether it is fixing the cars, racing, customizing, upgrading, shopping for new car, Car Shows such as Amazon GT, Top Gear, Fifth Gear, and Fastest Car just to name few.

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