Experience

Clerk Chat
• United States
• Software Development
• 1 - 100 Employee
• Support Manager

  • Sep 2023 - Present


Firstbase

• India
• Advertising Services
• 1 - 100 Employee

• Support Manager

  • Dec 2022 - Oct 2023

  - Handling complaints received via TrustPilot, G2, LinkedIn, direct DMs to C Suite, as well as those escalated by Support Team. - Increasing TrustPilot ratings from 4.2 in January 2023 to 4.7 in June with 600+ 5 star reviews. - Setting up G2 profile and garnering a rating of 5.0 from the get go with 25+ reviews - Utilising multiple review generation techniques such as positive NPS and CSAT users to filter out users most prone to rating us. - Managing dispute and refund cases via Stripe and offering compensations where applicable via Brex gift cards. Addressing user's concerns so they may withdraw their disputes. - Setting up meetings with irate customers to identify their pain points with UI presentation, software usability and support standards. - Setting up and mediating meetings between customers and third parties. - Gathering feedback which is then forwarded to Dev Teams for implementation. Helped us systematically address the root cause of problems that would lead to negative reviews such as unclear UI text, lack of information related to most commonly asked questions, more realistic timelines of our processing abilities and more transparent costs and expectations. - Consistently decreasing negative review frequency from 5-6 a week to twice a week at most. - Maintaing an average of 90%+ of negative reviews completely overturned to 5 stars or deleted altogether. - Responsible for QA'ing of random tickets as well as tickets with negative CSATs. Setting up coaching sessions with said agents to discuss their shortcomings and taking workflow feedback where applicable. Show less



Deel

• Togo
• Internet Publishing
• 1 - 100 Employee

• Reviews and Complaints Manager

  • Nov 2021 - Dec 2022

  - Eventually took over the role of Complaints Manager due to good performance shown in acquiringpositive TrustPilot reviews, overturning the Negative ones to Positive, as well as allying andcollaborating with other departments to expedite resolutions. - Helped TrustPilot scores increase from 4.3 in October, 2021 to 4.9 in February, 2022 while G2 scoresincreased from 3.8 to 4.1 in the span of a month. - Created documentation on our allies, tips to finds reviewers, and email templates for reaching out. - Making calls directly via Skype, WhatsApp and eventually Google Meets as well to provide moreconfidence to clients and contractors so they feel at ease knowing we are actively monitoring their cases - Documenting the process on how to gain positive reviews on G2 as well. - Overseeing a team of 2 Complaints Managers making sure they follow-up with customers promptlyand maintain internal documentation + respond to negative reviews promptly. - 50-70% conversion rate for reviews changed from negative to positive. - Monitoring platforms such as Twitter, Instagram DMs and Facebook to ensure there aren’t anycomplaints left unanswered. Show less

• Customer Support Specialist

  • Aug 2021 - Nov 2021

  -Initially as a Customer Support Specialist handling concerns over Emails and Chats. - Resolving user’s concerns related to their Payroll, Compliance Documents, General UI/UX Queries as well as any other aspects related to their employment.- Requesting customers to rate our Product and Support on TrustPilot to help push ratings up. A link to some of the reviews directly addressed to me : https://www.trustpilot.com/review/deel.com?search=razi%2C+muhammad%2C- Took an additional initiative to request our COO if I was clear to reach out to negative review. Was able to get them removed and thus promptly promoted to Complaints Manager role. Show less



CartKit

• United States
• Technology, Information and Internet
• 1 - 100 Employee

• Customer Support Analyst

  • Mar 2021 - Sep 2022

  - Provide live chat and email support for four different apps (some across various platforms). - Document bug reports and provide a proper follow-up to customers. - Document ideas and feature requests from customers. - Document and update the Help Center or FAQs continuously (internal and public docs) - Reviewing testimonials and surveys from users (approve, decline, and issue compensation if applicable) - Follow up with customers after negative reviews and continue improving the strategy to address these situations. - Thinking about new and useful features and evaluating current offerings - Helping establish the CartKit brand as a leading Shopify Apps Developer - Proactively identify opportunities to improve Product and Customer Experience. - Working closely with customers to understand their pain points and needs, to come up with solutions and fixes with the team - Communicating new features, insights and creating content and/or strategy related to improving the customer experience and customer journey. - Acting as a bridge between the customers and the team to improve the app, develop new features, and in general supply the team with client insights - Establishing metrics and KPIs to improve support processes continuously. Show less



KeepTruckin

• United States
• Retail

• Quality Assurance/Customer Satisfaction Representative

  • Apr 2020 - Mar 2021

  - Remote work post-March with increased productivity.- Working closely with, and reporting glitches, bugs and malfunctions to the Engineering and IT teams.- Conveying resolution provided by Engineering/IT to customers, as well as relaying back results in case the resolution doesn’t help.- Responding to queries and complaints recieved via Facebook and Twitter, as well as negative reviews on Google Play Store and App Store pertaining to KT Android and iOS apps by providing compliant alternatives or notifying developers. Usually through outbound calls or emails.- Guiding representatives responsible for hiccups and ensuring they do not repeat the minor mistakes.- Expediting cases that have not been assigned to any employee or are not being worked on in an appropriate manner.- Reducing churn, increasing QA scores and general customer satisfaction by assisting customers, guiding representatives, while remaining compliant with company policy/SOP. Show less

• Technical Support Specialist

  • Nov 2019 - Mar 2020

  - Resolving customer's concerns via Email/Chat.- Taking inbound calls regarding any technical difficulties users might be facing ranging from simple assistance such as password resets, feature guidance, sending ELD Output files, educating about HOS rules, Local Compliance laws all the way to escalating app/dashboard glitches or malfunctions with the ELD hardware.



American Taxi Dispatch Inc

• United States
• Truck Transportation
• 1 - 100 Employee

• Telephone Operator

  • Jul 2019 - Nov 2019

  - Book orders from Airports/Suburbs for customers that called in. We would also provide general information that the customer needed. - Book orders from Airports/Suburbs for customers that called in. We would also provide general information that the customer needed.



Sapient Communications LLC

• United States
• Advertising Services
• 1 - 100 Employee

• Sales Executive

  • Jun 2019 - Jul 2019

  - Generating leads by cold calling potential customers or prospects for state funded Solar Projects. - Generating leads by cold calling potential customers or prospects for state funded Solar Projects.



Sudais Overseas Education Consultancy

• Educational Consultant

  • Nov 2018 - Dec 2018

  - Assessing the strengthens of applicants and highlighting it on their resumes or Statement of Application. - Choosing appropriate universities and degrees for them to pursue. - Filling out their applications and adding all documentation required by the institutions. - Assessing the strengthens of applicants and highlighting it on their resumes or Statement of Application. - Choosing appropriate universities and degrees for them to pursue. - Filling out their applications and adding all documentation required by the institutions.