Open to opportunities

Mohammed Abdul Razzaq

@mohammedabdulrazzaq

Message

Senior customer support & technical troubleshooting expert for SaaS and telecom.

India

Message

What I'm looking for

I’m looking for a customer-first role in SaaS/fintech where I can handle billing, troubleshooting, and onboarding via chat/email, collaborate with technical teams, and improve workflows to keep CSAT consistently high.

I’m a customer support professional who handles email, chat, and phone queries with a strong focus on customer satisfaction. I resolve billing, payment, and technical issues using a proactive, problem-solving approach across high-volume conversations.

In roles like Service Consultant / Customer Support at Insight Global and Senior Chat Sales & Technical Associate at TTEC, I supported customers daily through multi-conversation chat workflows, step-by-step troubleshooting, and accurate ticket documentation. I’ve also worked with tools and platforms including Zendesk/Freshdesk/Salesforce/Intercom and managed incidents using ServiceNow.

Earlier, I supported production and batch operations and performed root cause analysis as a Senior System / Application Support Analyst at Wells Fargo, using Autosys, Remedy PAC2000, and Netcool. I aim to bring that same clarity and ownership to SaaS and fintech support, backed by consistently 95%+ customer satisfaction and workflow improvements that reduced response times by 20%.

Experience

Work history, roles, and key accomplishments

Service Consultant / Customer Support

Insight Global Staffing Services

May 2024 - Mar 2026 (1 year 10 months)

Handled 40–60 customer queries daily via email and chat for the Georgia Power project, resolving billing, payment, and account access issues. Provided step-by-step troubleshooting for platform-related problems and maintained accurate tickets and follow-ups to drive high customer satisfaction.

Multi Conversation Chat Handling Customer Satisfaction Account Access

Senior Chat Sales & Technical Associate

TTEC India

Dec 2021 - Mar 2024 (2 years 3 months)

Delivered chat-based sales and technical support for US telecom customers, efficiently managing multiple concurrent inquiries while meeting sales and CSAT targets. Supported incident resolution for routers, modems, POS, and telecom issues using ServiceNow and documented solutions.

Chat Support Technical Troubleshooting Telecom Equipment Support POS Modem Router Support Technical Documentation

Chat Technical Support Coordinator

Flo Technologies Inc.

Dec 2020 - May 2021 (5 months)

Supported Smart Water Shut Off products via Intercom and Zendesk, resolving technical issues and driving sales through consultative chat support. Coordinated customer communication and helped ensure successful issue resolution and product outcomes.

Intercom Zendesk Chat Support Technical Troubleshooting Smart Water Shut Off Support Customer Communications Sales Support Problem Solving

System & Application Support Analyst

Wells Fargo India Solutions Pvt. Ltd.

Mar 2015 - Aug 2019 (4 years 5 months)

Provided 24x7 production and batch support using Autosys, resolving incidents and performing root cause analysis. Supported business continuity planning (BCP) activities and managed tickets with Remedy PAC2000 and Netcool.

Autosys Batch Incident Management Root Cause Analysis Remedy PAC2000

Senior Email Customer Service Executive

Wells Fargo India Solutions Pvt. Ltd.

Mar 2012 - Mar 2015 (3 years)

Handled customer emails related to accounts, cards, claims, and fees while ensuring risk, audit, and compliance adherence. Mentored new hires and maintained service quality through careful review and documentation.

Claims Handling Risk And Compliance Mentoring Documentation