Muhammad Asif Email & Phone Number

Pakistan

Karāchi, Sindh, Pakistan

Karāchi, Sindh, Pakistan

Team Structuring & Scaling- Scaled Customer Success team by 3X (from 9 people to 27). Including 11 global hirings.- Recruited the best resources who have a customer success mindset, good common sense, & a curiosity to learn new things.- Hired and integrated 1 Team lead Billing & 1 Manager Customer Success.- Partnered with HR & finance business partners and created a capacity planning model and succession planning. Customer Success Platform & Customer Retention- Integrated a modern Customer Success Platform to increase the efficiency of CSMs & improve retention of high-value customers.- Built & Implemented Customer Health Score, churn triggers & playbooks. - Reduced high-value customers churn from 1.5% to below 1%.Product & Processes- Suggested many incremental improvements in product & processes, after analyzing customers' cancellation surveys, NPS feedback, and replies to support queries.- NPS & Churn Cadence cross-functional team meetings: discussed pain points and identified gaps and improvement areas in the product.Conversion Rate Optimization- Worked on many small and focused initiatives to increase product adoption through A/B testing on Agency and Ecommerce personas cohort. FAILED many times.- Achieved 37% improvement in Signup to Conversion ratio- (16% to 22%) through one updated platform message on a specific cohort.- Got 11% improvement in B+ Non-Ecommerce Signup to conversion %.- Conducted many A/B testing through improvements in emails and platform messages. Agency Partnership Program- Launched Agency Partnership Program in lias with the Marketing team.- Implemented Customer Onboarding flows for new and existing customers.- Increased APP adoption through nurturing emails and platform messages.Learning & Development (L&D)- Created a continuous learning environment by organizing at least 6-10 training sessions/month from the Growth Lab of Lincoln Murphy.- For self-improvement, attended leadership training sessions via LifeLabs.

Karāchi, Sindh, Pakistan

• Manage Customer Success Team (Recruit professionals with strong cultural fit, design and implement onboarding process for new team members, delegate tasks and responsibilities among team members, resolve conflicts within team members, foster collaboration within team, encourage continuous learning and improvements within team)• Manage Customer Success Activities (Onboarding, Training, Customer Support, Customer Success Management, Renewals, Advocacy)• Measure Effectiveness of Customer Success (Define operational metrics and quarterly targets for team, track and monitor metrics, conduct weekly meetings for review within team)• Drive Customer Success Outcomes (reduce churn and increase renewal rates, increase value through higher product/service adoption and customer satisfaction)

Karāchi, Sindh, Pakistan

• Server Management - User permissions, virtual host config., troubleshooting via logs etc.• Web Services (Apache, Nginx, Varnish, PHP-FPM, Memcache, MySQL, MariaDB etc.)• Hands on experience on infrastructure such as Amazon Web Services, Digital Ocean, Vultr, Google Compute Engine (GCE) etc.• Security Management – Shorewall rules, fail2ban, Sucuri, CloudFlare, securing apps’ admin page by htaccess rules and by changing admin URL / path to prevent from hackers and brute-force attacks• Application Management & Troubleshooting – PHP based open source CMS like WordPress, Woocommerce, Prestashop, Drupla, Magento, Joomla etc.• DNS Management – NS, Records (A Record, CNAME, Redirections), • SMTP Management - SMTP settings for transactional emails, SPF, DKIM, MX Priority• SSL Management – CSR generation, installing SSL keys and Cert files, Let’s Encrypt SSL installation, URL redirection from http to https• Git Integration (Git Push, Git Pull, Git clone, SSH keys, Git automated deployment)• Network troubleshooting (TCP/IP, DHCP, Shorewall / IP Tables)• NewRelic configuration• CMS Migrations (via SSH/rsync, wget, SFTP) including WordPress, Magento, Drupal etc.• Backups Management - on location and off-site (AWS S3) backups through rsnapshot and duplicity, restoration, retention policies and disaster recovery. • Support of APIs – Full technical support to customers on helping out integrations between their CMS and Cloudways API, how to use Cloudways API with servers, testing and troubleshooting of APIs• Alerts Monitoring – Integrated channels such as Slack, Hipchat, Sensu for receiving alerts related to server’s health (high CPU usage, RAM), Keep alive, service abuse alerts etc.• Apache/htaccess rewrite rules, allow/deny IPs, rules for securing directories/files• Varnish cache settings through CMS plugins (such as W3TC / WP Rocket for WordPress, Turpentine for Magento 1.X), VCL configurations.

Karachi, Pakistan

• Defined and improved the SOPs for providing best technical online support and daily updated them.• Conducted training sessions for new inductees and existing employees and counseled them for improvements• Created support tutorials, documents, and presentations, applied weekly updates and maintained them on a local FTP for the reach of all agents of the support department.• Demonstrated strong observations on DSLAMs / ONU / Alarms• Monitored the traffic of customers calls ratio and took necessary steps and measures to point the exact problem or down areas in the case of abnormal or burst traffic.• Configured online smart TV and DSL modems for port mapping to ensure proper connectivity with HeadEnd via BRAS and Middleware.• Conducted bi-monthly meetings with Mangers, Assistant Managers related to new technologies, innovations, planning for future services etc.• Conducted counselings with new and existing technical agents, provided them coaching and tips about improving their performance (KPI's).• Listened to recorded calls of technical support agents to identify their mistakes and weak areas for the continuous improvements and guided them accordingly.• Resolved conflicts within team members and with other departments (Quality Assurance)• Assisted Shift Supervisors in utilizing best-skilled agents and assigned them to relevant skill-based tasks.

Karachi

• Troubleshoot and provided online technical solution to Broadband, EVO, SmartTV customers.• Assisted customer in configuring LANs i.e. assigning IP’s, DNS and default Gateway• Escalated issues as needed and maintained communication with customers and technical teams.• Collaborated with team members to share knowledge of issues and corresponded the resolutions.• Conducted surveys, analyzed patterns of the customer issues and submitted reports to Supervisor and Assistant Manager.• Tested new portals/CMSs such as CRM (when it was first launched in PTCL), PTCL-MMBB portal, AAA Portal, EVO AAA etc. before they were fully implemented for all the employees, and reported bugs to Supervisors.

Karachi

• Provided online configuration and support of all types of ADSL modems like ZTE, Huawei, Zhone, Zyxel, Fiberhome etc.• Guided customers for setting up their personal 3rd party routers with PTCL's ADSL modems.• Provided live support to EVO 3G for slow / no browsing, software installation, PPP link connectivity• Reset customer's DSL password in case of Authentication issue and re-configured their devices.• Investigated the exact cause of the complex issues related to DSL / EVO• Followed a specific pattern leading to quickly pick and diagnose the issues either related to Modem's configuration issue, Windows Settings issue or or due to virus/ trojans.• Coordinated with the back-end department (Area Exchange Office / Central NOC) for the resolution of specific issues such as Port Issues, Data Rate issues, Synchronization issues.

Karachi

• Took live calls from Broadband customers and provided online resolution for issues related to PTCL's services• Provided initial Layer 1 Support to customers, logged data into the database and registered their complaints in case they were unable to resolve online.• Troubleshoot issues related to Slow / No browsing, LAN settings• Guided customers about bypassing splitter in the case of sync unsync issues• Analyzed and filtered out customers issues and forwarded their live calls to Layer 2 agents with documenting appropriate remarks related to the matter. • Monitored live traffic pattern and responded to Supervisor if found the likeness of common issues from the specific area for marking them as a "Down Time" after confirmation from NOC.

Malir Karachi

One year experience as an assistant lecturer at Govt.Jamia Millia Polytechnic Institute Malir, in which I instructed the following courses to the D.A.E. Electronics students.- Amplifier Radio Receiver (ARR): Introduction to Amplifier (audio voltage amplifier, common base and common collector circuitry, coupling of amplifier i.e. RF coupled amplifier, transformer coupled amplifier, direct coupled amplifier, feedback amplifier, I.F. amplifier etc, Radio receiver circuitry.- Communication System - I:Introduction to telegraph code, types of codes: morse code, double current etc, Telephony instruments such as receiver and transmitter, telephone bell, mobile telephone and cordless telephone, Digital telephone exchange, MUX and De MUX, ADC, DAC, PBX, PCM, TDM, SDM, FDM, digital switching, time switching, space switching, Fiber optic transmission system, satellite communication, microwave communication etc.- Electronic Devices & Circuitry (EDC): Diodes & their applications, BJTs.

Karachi, Pakistan

• Conducted troubleshooting of Mobilink cell sites including corrective and preventive maintenance of BTS Motorola Horizon Macro-I / II and BTS Alcatel Evolium• Performed maintenance and troubleshooting of Alcatel BSS network issues• Diagnosed faults on the interfaces of GSM 900, DCS 1800 and MW IDU• Monitored different types of alarms, TRX, CTU / CTU2, combiner, SUMA board, microwave IDU and ODU, IF cables, PCM cables, Feeder cables etc.• Ensured the alarm cables were properly connected to DDF• Performed as a BSS Engineer in the absent of BSS Engineer in which the duties were to visit Mobilink cell sites for preventive maintenance• Filled out the checklist form that included tasks such as inspecting the condition of electric equipment, shelter condition, checking all alarms in DDF box, examining groundings of rectifier’s cabinet, testing of BTS cabinet / MW racks, conducting battery test, cleaning the shelter room through helper etc. and provided valuable comments and suggestions for corrective, up gradation or pending work. • Coordinated with other team members such as electric technicians, rigger, Gen set technicians to make sure everything is all right in preventive maintenance

Master Of Business Administration (Mba), Telecommunications Management, Marketing, Cgpa 3.4 / 4.0

Telecom Courses: Technology Management Global Communication Industry & Policy Management of Telecommunication Management of Network.

Bachelor Of Engineering (B.E.), Telecommunications Engineering

Major Courses: Advance Mobile & Wireless Communication Routing & Switching Networks Digital Switches & Exchanges Digital Signal Processing.