Open to opportunities

MOHAMED RAIYAN

@mohamedraiyan

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Customer support professional with 6+ years in SaaS and e-commerce.

India

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What I'm looking for

I am looking for a role that allows me to leverage my customer support expertise in a dynamic environment, with opportunities for growth and development.

With over 6 years of experience in customer support, I have honed my skills in both technical and non-technical environments, primarily within SaaS, e-commerce, and trading platforms. My journey has equipped me with the ability to provide exceptional support through various channels including chat, email, and voice, catering to both domestic and international clients. I am fluent in multiple languages, which allows me to connect with a diverse customer base effectively.

Throughout my career, I have demonstrated a proven track record in handling escalations, improving customer retention, and reducing churn rates. My strong background in Quality Assurance and Workforce Planning has enabled me to streamline processes and enhance operational efficiency. I am passionate about delivering excellent customer experiences and continuously seek to improve my skills and knowledge in this ever-evolving field.

Experience

Work history, roles, and key accomplishments

Current

Technical / Product Support / SaaS

Current

Apnatime Tech Private Limited

Aug 2024 - Present (10 months)

Provided technical and product support for a SaaS platform, ensuring high customer satisfaction. Utilized CRM and communication tools to resolve complex issues and improve user experience.

Zendesk Kapture CRM Intercom Freshworks Jira Root Cause Analysis SaaS Support Technical Support Product Support

Crypto Trading Technical Support / KYC / SME

In2Talk Technologies Pvt. Ltd.

May 2022 - May 2024 (2 years)

Provided technical support for crypto trading platforms, specializing in KYC processes and acting as a Subject Matter Expert. Handled complex inquiries and ensured compliance with regulatory standards.

KYC Karza KYC Platform Technical Support Trading SME Zendesk Meta Trader 5

E-commerce Customer Support

Innovative Retail Concepts

May 2019 - May 2022 (3 years)

Delivered comprehensive customer support for an e-commerce platform, resolving diverse customer inquiries via multiple channels. Focused on improving customer retention and reducing churn through effective problem-solving.

Zendesk Kapture CRM Intercom Freshworks Customer Support Customer Retention Communication Skills

Customer Support Executive / Trust and Safety

Ani Technologies Pvt Ltd

Jul 2018 - Mar 2019 (8 months)

Managed customer support operations with a focus on trust and safety for a ride-sharing platform. Addressed critical issues and ensured a secure environment for users.