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 (2 years 4 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
Interested in hiring Mahaboob?
You can contact Mahaboob and 90k+ other talented remote workers on Himalayas.
Message MahaboobFind your dream job
Sign up now and join over 250,000+ remote workers who receive personalized job alerts, curated job matches, and more for free!
