Abdullah Malik Email & Phone Number

Rawalpindi, Pk

• Develop, Train & Manage a Team of Chat Support Specialists• Assisting all the users approaching through chat platform، E-mails, and Calls along with Social Media• Identify, and Develop a Performance Improvement Plan• Ensure Project Quality through Regular Audits & Coaching• Build Comprehensive End-to-End Chat Flows, Operation Guidelines & System-Level Processes• Driving Project Improvement by Suggesting System Enhancements to Project Managers, Ada & Salesforce Engineers• Building Chat Flows, Keywords, and Training Bot Collaborating with Ada support• Deliver and Sustain 92% plus Customer Satisfaction Rate.• Achieved a 60% Deflection Rate from Voice Channels.• Test System Diagnostics with Sales, Engineering Support, and Project Management Teams• Manage Client Interactions on all Social Media Platforms > BBB, Captera, Twitter, Google Play, Apple Store

• Manage Compliance Technical Support (Inbound Calls & Email)• Identify, Forecast, and Execute Compliance Support Strategies• Prepare Training & Development Material for Compliance Support POD• Collaboration Process with Engineers on Bug Escalation Flow• Mastered Practical Applications of FMCSA & Canada Ministry of Transportation Hours of Service compliance regulations• Collaborate with Customer Support/ Success/ Experience, Tier-2, Tier-3, and Enablement• Audit QA, Compliance, and Performance KPI• Evaluate Trade-Offs and Conflicting Priorities for Product Resolution• Resolve Product Compliance failures with Legal, Product, Backend, and Frontend engineering teams• Direct Product Compliance Escalation Path with Customer Success, Experience, and Sales teams• Analyze and Deliver Product Enhancements & Updates based on Client Feedback.• Support Motive Executives with Planning Performance & Support Development StrategiesSupport Recruitment by Interviewing Technical Support Representative

• Leading a Team of Tech Support Specialists catering customer interactions and providing timely resolution on live calls and tickets• Streamlining the Support Objectives and Key Results to ensure and prioritize Customer Experience and Satisfaction;• Maintaining productivity metrics for the Tech Team in accordance with our key performance indicators for Four quarters• Analyzing situations and determining resources needed to solve them; coordinating closely with the Workforce Management to identify resources to cater growing influx of business needs• Maintaining weekly, monthly and quarterly team progress and technical reports • Managing system integration of the new phone system “Genesys”; testing and managing seamless integration with our current platforms and systems• Provided system improvement plans for repeated issues to improve process and work-flow stability

Islāmābād, Pakistan

Islāmābād, Pakistan

Working in Enterprise team, looking after relatively larger entities.Working with clients to analyze, troubleshoot and diagnose hardware/software problemsProviding assistance to company staff or clients with technology-related issues:Running diagnostics on malfunctioning hardware or software; andFinding solutions for any issue and implementing it.Working on Looker for creating reports related to team performance gaugingWorking on Salesforce LightningMaking sure the support tickets get resolved in a timely manner.

Islamabad

Responsible for providing client support and success to a multinational clientele. Working with country management to streamline training and operational procedures Working in conjunction with the engineering team to populate new features and improvement of existing ones, upholding technical support for SaaS business management solution, induction and onboarding of new resources.

Islamabad

Advising present or prospective customers over inbound/outbound calls.Maintaining high levels of customer and partner satisfaction.Resolving client issuesAnswering inbound telephone calls, emails and IMs and deals with them promptly and efficiently.Assuming responsibility and ownership for all relevant customer queries.Developing strong overview and drives processes, tools and business flow improvements Contributing positively towards the achievement of performance targets in all aspects of the team’s activities.

Rawalpindi

Advising present or prospective customers over inbound/outbound calls.Managing the sales/support team to yield productivity.Demonstrating proactive approach on different dynamics and verticals of work.Resolving client issuesHandled the highest number of sales and numbers while working in sales department

Rawalpindi

ProspectingDirect/indirect prospect approachDesigning and presenting a financial planningConducting surveys and perform research to gain information regarding policiesWorking with expertise to make systems that ensure conformity with the obligations of the regulatory bodies.

Rawalpindi, Punjab, Pakistan

AdvertisingMarket ResearchProductionManaging Artists and the eventsManaging staffAnalysis of market price, demand and competitionDevising and presenting ideas and strategies

Dhms, Homeopathic Medicine/Homeopathy

Bachelor'S Degree, Marketing

Intermediate, Pre-Engineering