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Mahaboob Suhail

@mahaboobsuhail

India

Message

I’m a Product Operations and Customer Intelligence professional with 8.5+ years of experience across SaaS operations, workflow optimization, customer experience, and cross-functional collaboration.

My career started in customer operations, where I worked closely with users, resolved complex issues, managed escalations, and improved operational workflows. Over time, I became increasingly involved in product-focused responsibilities, including feature validation, UAT testing, stakeholder collaboration, issue prioritization, workflow optimization, and product enhancement initiatives.

Currently, I work as a Product Support Analyst at AlohaPM India Private Limited, contributing to healthcare SaaS platform operations and collaborating with developers, QA teams, and stakeholders to improve platform workflows and operational efficiency.

Alongside my professional experience, I’ve built product case studies focused on growth, retention, fintech, and user behavior to strengthen my product thinking and execution capabilities.

I’m especially interested in Product Operations, Product Strategy, SaaS platforms, workflow-driven products, and customer-centric product experiences.

Experience

Work history, roles, and key accomplishments

Current

Product Support Analyst

Current

AlohaPM India Private Limited

Oct 2025 - Present (1 year)

Led sprint planning, UAT, and backlog prioritization for an ABA healthcare SaaS platform, focusing on billing, scheduling, and ANSI X12 EDI workflows. Collaborated with cross-functional teams to drive product enhancements, reducing post-release defects and boosting operational efficiency.

Product Management Product Strategy Product Roadmap Sprint Planning Sprint Ceremonies Sprint Retrospectives Backlog Grooming Backlog Management Roadmap Management UAT Agile Agile Scrum Agile Framework Kanban User Stories User Acceptance Testing Journey Mapping

Current

Team Lead - Customer Support

Current

AlohaABA India

Feb 2024 - Present (2 years 8 months)

Led an 8-member support team, driving a 30% productivity increase and 20% reduction in incoming tickets while achieving consistent monthly KPIs and a 98% resolution rate.

Team Leadership Ticketing Systems SLA Management Cross Functional Collaboration KPI Tracking Zendesk

Customer Support Specialist II

AlohaABA India

Oct 2022 - Feb 2024 (1 year 4 months)

Managed 700+ monthly inquiries with a 95% resolution rate, reduced ticket backlog by 60%, and triaged 100+ customer-reported bugs to product teams.

Customer Support Zendesk Cross Functional Collaboration

Customer Service Representative

Groupon Shared Services Pvt Ltd

Feb 2020 - Oct 2022 (2 years 8 months)

Handled 300+ monthly queries via Zendesk CRM achieving 90% CSAT and 85% FCR, adapted to pilot policy changes that improved satisfaction by 15% and retention by 20%.

Zendesk CSAT FCR Retention CRM Quality Assurance

Senior Consultant - Customer Support

Telligent Support LLP

Apr 2019 - Feb 2020 (10 months)

Managed 120 daily emails for two games using Helpshift, maintained 90% CSAT and 95% quality, and resolved 200+ complex issues monthly through cross-functional coordination.

Helpshift Email Support CSAT Cross Functional Collaboration Process Improvement Quality Control

Digital Interaction Executive

[24]7.AI

Aug 2017 - Feb 2019 (1 year 6 months)

Handled 500+ monthly inquiries via Salesforce, maintained a 98% quality score and 95% CSAT, met SLAs and improved processes to reduce churn by 10% while boosting new hires' productivity by 15%.

Salesforce Multichannel Support CSAT SLA Process Improvement Customer Retention Training