Open to opportunities

Abdul Mouaiz

@abdulmouaiz

Message

I resolve complex technical support issues and lead customer success teams to improve retention.

Pakistan

Message

What I'm looking for

I'm looking to bring my technical troubleshooting, customer success, and team leadership experience to a results-oriented company where I can solve complex customer challenges and improve support operations.

I'm currently resolving complex call tracking, API, webhook, and reporting issues at TrackDrive, using call logs and system data to identify root causes.

At Poplin, I led customer support and success workflows, monitored quality, productivity, and attendance, and coached agents to maintain QA scores above 90%. I also trained and onboarded new hires.

At Motive, I served as a technical point of contact across internal departments and streamlined post-sales support, increasing enterprise customer retention by 27%.

I've handled escalated Tier 3 issues, documented software resources and processes, de-escalated challenging customer situations, and consistently ranked in the department's top three for completed tasks.

Experience

Work history, roles, and key accomplishments

Current

Technical Support Engineer

Current

TrackDrive

Jul 2024 - Present (2 years 1 month)

Diagnose and resolve complex technical issues related to call tracking, APIs, Webhooks, and data reporting. Investigate and debug platform issues by analyzing call logs and system data.

APIs Webhooks Data Reporting Debugging Zendesk Jira Stripe Round Robin Shopify Playvox Looker Redash Checkr

Team Lead Customer Support/Success

Poplin

Jan 2024 - Jul 2025 (1 year 6 months)

Monitor agent performance metrics and ensure quality assurance scores remain above 90%. Coach agents based on QA feedback and train new hires.

Team Leadership Quality Assurance Coaching Training Performance Metrics Zendesk Jira Stripe Round Robin Shopify Playvox Looker Redash Checkr

Customer Success Manager Coordinator

Motive

Jan 2023 - Dec 2024 (1 year 11 months)

Served as primary technical point of contact, coordinating across departments to expedite solutions. Streamlined post-sales support to increase customer retention by 27%.

Customer Success Coordination Post sales Support Retention Zendesk Jira Stripe Round Robin Shopify Playvox Looker Redash Checkr

Tier 2 Support

Motive

Jan 2019 - Jan 2019 (0 months)

Led resolution of escalated technical issues, identifying root causes and implementing solutions. Contributed to knowledge base and de-escalated challenging situations.