Open to opportunities

Fazil Mohammad

@fazilmohammad

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Customer success-focused Product Support Associate specializing in WhatsApp API.

India

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What I'm looking for

I seek a customer-facing technical support or onboarding role in a collaborative SaaS team where I can solve API/CRM issues, lead onboarding, and improve CSAT and resolution times.

I am a Product Support and Customer Support specialist with 7+ years' experience in SaaS platforms, WhatsApp API integrations, CRM syncs, and high-volume technical troubleshooting. I consistently maintain 94%+ CSAT by resolving API/webhook errors, automation failures, template rejections, and CRM sync issues while driving adoption and product improvements.

I have led onboarding and implementation efforts, run client trainings and workshops, and partnered with Product and Engineering to escalate and resolve complex issues. My strengths include clear, structured communication, root-cause analysis, SOP and documentation creation, and improving resolution times through process improvements and practical guidance.

Experience

Work history, roles, and key accomplishments

Product Support Associate

WATI.io

May 2024 - Nov 2025 (1 year 6 months)

Provided L1 support and onboarding for WhatsApp API customers, troubleshooting API/webhook errors and CRM sync issues while maintaining high CSAT and reducing resolution time through clear documentation and escalations to engineering.

Webhooks CRM Syncs Zendesk Shopify Zapier Customer Onboarding

Technical Support Specialist

Zillion Analytics Pvt Ltd

Feb 2023 - Apr 2024 (1 year 2 months)

Delivered end-to-end WhatsApp API integrations and technical onboarding, resolved automation and template approval issues, and conducted client training to improve adoption and retention.

Zapier Pabbly WooCommerce Training Troubleshooting & Customer Success

Seller Support Executive

Walmart

Nov 2021 - Jan 2023 (1 year 2 months)

Supported Walmart Marketplace sellers with catalog, listing, and pricing issues, optimized listings to improve quality scores and coordinated cross-functional teams to resolve complex publishing problems.

Marketplace Catalog Optimizations

Key Account Manager

Amazon

Dec 2019 - Sep 2021 (1 year 9 months)

Managed high-value seller accounts to improve catalog operations and account health, resolved escalations like suppressed listings and inventory issues, and recommended strategies to boost sales and buy-box percentage.

Account Management Salesforce CRM Escalation Management Performance Analysis

Customer Service Associate

Amazon

May 2018 - Nov 2019 (1 year 6 months)

Handled high-volume customer inquiries on orders, refunds, and account issues via phone/chat/email while meeting SLAs and maintaining strong quality scores and documentation in Salesforce.

Customer Support SLA Salesforce CRM Quality Assurance

Education

Degrees, certifications, and relevant coursework

All Saints' Administration College, Bhopal

Bachelor of Business, Business

2018 - 2021

Completed a Bachelor of Business program at All Saints' Administration College, focusing on business fundamentals and practical administrative skills.