Mahaboob Suhail
@mahaboobsuhail
Customer support leader driving productivity, ticket reduction, and cross-functional product improvements.
IndiaWhat I'm looking for
I am a customer support leader with proven experience building and guiding teams to deliver measurable improvements in productivity, ticket resolution, and customer satisfaction. I combine strong operational discipline with empathy to drive KPIs, SLA adherence, and reduced ticket backlogs.
Across roles at AlohaABA, Groupon, Telligent Support, and [24]7.AI, I led escalations, partnered with product and engineering teams, and integrated customer feedback into product improvements—identifying and resolving hundreds of bugs and contributing to significant performance gains.
I bring hands-on expertise with CRMs, Jira/Confluence, analytics and product practices, plus Agile and Scrum certifications, to bridge support and product teams and continuously improve customer-centric processes.
Experience
Work history, roles, and key accomplishments
Team Lead - Customer Support
AlohaABA India
Feb 2024 - Present (1 year 7 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.
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 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%.
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.
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%.
Education
Degrees, certifications, and relevant coursework
Sumourya Institute of Management
Master's Degree, Finance & Marketing
2015 - 2017
Completed a Master's degree focused on Finance and Marketing from 2015 to 2017.
Master's Degree College
Bachelor of Business Management, Business Management
2012 - 2015
Completed a Bachelor of Business Management from 2012 to 2015.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Job categories
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