With a robust career in customer support, I bring a wealth of experience to my role as Team Lead at Superb. My mission is to deliver excellence in customer service, ensuring every interaction adds value for our clients. I am committed to fostering a culture of continuous improvement and collaboration, and my expertise in customer satisfaction and team leadership is instrumental in advancing Superb's goals. My approach is rooted in a deep understanding of the importance of customer-focused service, which I consider essential for success in today's competitive landscape.Since January 2024, my leadership has directly contributed to a 20% increase in customer satisfaction ratings at Superb. By developing comprehensive training programs, I've reduced onboarding time by 15%, empowering new team members to excel. My daily responsibilities include managing escalated support tickets, coordinating with the development team, and upholding high standards for NPS/CSAT and support SLAs. My dedication to optimizing support processes and collaborating effectively with cross-functional teams exemplifies my commitment to Superb's vision of exceptional customer service.
Superb
View- Website:
- superbexperience.com
- Employees:
- 40
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Team Lead, Product SupportSuperb Jan 2024 - PresentCopenhagen, Capital Region Of Denmark, Denmark- Led a team of product support specialists in providing timely and effectivetroubleshooting assistance to customers, resulting in a 20% increase incustomer satisfaction ratings.- Developed and implemented training programs for new team members,resulting in a 15% reduction in onboarding time.- Collaborated with cross-functional teams to identify and resolve productissues.- Managed team schedules and workload distribution, ensuring timelyresolution of customer inquiries and exceeding team performance targets by10%.
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Senior Product Support SpecialistSuperb Aug 2021 - Dec 2023Copenhagen, Capital Region, Denmark- SaaS product support via telephone, mails, chat (B2B)- Onboarding new accounts to our platform.- Backoffice configurations for customers' restaurants.- Custom made all-in-one POS deployment and troubleshooting for European customers in the Nordics.- Daily management and prioritisation of support tickets.- Constant planning and monitoring of escalated tickets on Jira.- Running all Customer Support processes.- Ensuring the standard of NPS/ CSAT and Support SLAs throughout the team.- Responsible for the different KPIs across the support team- Coordinating closely with the development team to ensure the prioritization and development of new features and the resolution of critical bugs- Onboarding and training of new employees in the support teamTools and Skills in use:MS OfficeIntercomAircallHubspot CRMJIRA Service DeskAsanaFullstoryChargebeeNotionProductboard
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Technical Experience AssociateSuperb Jun 2020 - Jul 2021Islāmābād, PakistanResponsibilities:- 1st line of contact for customer support.- Reporting and escalation of software bugs.- Increasing product satisfaction using NPS/ CSAT and Support SLAs.
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DirectorCornerstone Builders Pvt Ltd Jul 2019 - May 2020Labuan, Malaysia- Explored Malaysian tax market and facilitated incorporation of offshore account for Cornerstone Builders Pvt Ltd - Identified and leveraged trade opportunities with lower tax implications - Drafted business plans for submission to Malaysian authorities - Established legislative documents including Articles of Association (AOA) andMemorandum of Association (MOA)
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It Support EngineerOrion Global Managed Services Nov 2017 - Jan 2019Islamabad• Providing 24/7 remote IT Support to international clients like Nike, Converse etc.• 24/7 part replacement support on HP Servers.• Complete site audits of complex IT equipment.• Desktop support and network troubleshooting.• IP configuration in LANs.• Toshiba SurePOS Point-of-Sale deployments in Nike and Tiffany stores covering Europe. • Mounting and installation of Cisco routers, switches and firewalls on network racks. • VLAN and port security configurations on Cisco switches. • Technical report writing at the end of each activity.• Daily evaluation, training and briefing of hundreds of field engineers for their on-site activities. -
Assistant It Project ManagerCornerstone Builders Pvt Ltd Jan 2015 - Jun 2017Northern Punjab Rawalpindi, Pakistan• Preparation of contracts for the construction of residential bungalows and commercial plazas.• Tender submissions and bidding for government projects.• Implementation of abstract ideas at construction sites.• Procurement and deployment of all IT equipment.• IT troubleshooting on users' workstations.
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It TraineeCornerstone Builders Pvt Ltd Jun 2014 - Jan 2015Northern Punjab Rawalpindi, Pakistan• Daily Progress Reporting Familiarization with the different project management tools being used.• Handling client records and bills.• Implementation of a local area network and server at the office premises.• Introduced a Microsoft Office based spread sheet to keep track of expenses at sites.• Introduced LED screens at offices to deliver media presentations during seminars and conferences.
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Management InternDell Jul 2008 - Aug 2008Islamabad
Mian Moiz Uddin Education Details
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Information Systems And Management
Frequently Asked Questions about Mian Moiz Uddin
What company does Mian Moiz Uddin work for?
Mian Moiz Uddin works for Superb
What is Mian Moiz Uddin's role at the current company?
Mian Moiz Uddin's current role is Team Lead, Product Support at Superb (SaaS, B2B).
What schools did Mian Moiz Uddin attend?
Mian Moiz Uddin attended University Of London International Programmes.
Who are Mian Moiz Uddin's colleagues?
Mian Moiz Uddin's colleagues are Jitender Kumar, Irene Arrighi, Riccardo Russiano, Muhammad Usman, Esben Berthelsen, Omar Muscia, Gabriele Malvagna.
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