Open to opportunities

Muhammad Murad Khan

@muhammadmuradkhan

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Experienced customer support specialist with a decade in account management.

Pakistan

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What I'm looking for

I am looking to apply my account management skills and customer support experience for a similar position.

I am an experienced remote worker with over a decade of expertise in customer support, account management, and customer retention across various industries. My journey has equipped me with a robust skill set, particularly in debt recovery and account receivables, enabling me to deliver exceptional service and results.

Throughout my career, I have consistently exceeded performance metrics, including KPIs in customer satisfaction and ticket resolution. My roles have involved handling complex customer inquiries in the crypto space, where I provided support for trading, withdrawals, and onboarding processes. My proactive approach in developing standard operating procedures and engaging with customers has significantly contributed to retention and satisfaction.

I am passionate about leveraging my skills in customer relationship management and technical support to drive success for my team and the organization. I thrive in dynamic environments and am committed to continuous improvement and learning.

Experience

Work history, roles, and key accomplishments

Current

Customer Support Specialist– APAC

Current

Paradigm outsourcing

Mar 2024 - Present (1 year 3 months)

Exceeded KPIs for tickets handled and QA score, consistently achieving over 95%. Provided comprehensive customer support and training.

Trading KYC AML Ticketing Customer Support Technical Support

Customer Services Rep II (Hindi Line)

Binance

Nov 2022 - Jul 2023 (8 months)

Achieved exceptional KPIs with 98% CSAT, 97% FRT, and 96% QA score while handling 50-60 chats daily. Provided support for crypto spot trading, withdrawals, deposits, internal transfers, and Binance Pay, escalating technical issues as needed.

Spot Trading Customer Service Chat Support AML EDD Product Guidance

Customer Support Specialist II

Databox Inc

Aug 2021 - Nov 2022 (1 year 3 months)

Promoted to Level II within six months and developed SOP for Outbound Chat Prospecting. Provided setup and onboarding assistance to 1000-1500 users quarterly, managing 30 chats and 30 email tickets daily.

Customer Support SOP Development Onboarding Email Support Lead Generation Salesforce HubSpot Intercom

Customer Retention Specialist

IDERA

Jul 2019 - Aug 2021 (2 years 1 month)

Consistently achieved 100%-125% of retention targets, managing $500k to $1.2 Million per quarter across 600 users. Built strong customer relationships and handled renewals for the Ranorex software testing tool.

Customer Retention Customer Relationship Management Renewal Management Software Negotiation

Credit Control Officer

Medina Dairy Ltd

Dec 2019 - Nov 2020 (11 months)

Worked part-time for the Credit Control team, contributing to the recovery of overdue invoices. Coordinated with various departments to ensure timely and accurate customer invoicing and smooth delivery.

Credit Control Invoice Management Debt Recovery Risk Assessment

Credit Control Officer

Medina Dairy Ltd

May 2018 - Jul 2019 (1 year 2 months)

Recognized as the best performer in due invoices recovery in 2019, recovering GBP 80,000 from bad/risk debts. Managed credit control for three major UK depots, overseeing 400+ customers and GBP 400,000 in invoices monthly.

Credit Control Debt Recovery Risk Management Negotiation Invoicing Cross Selling

Bank Operations Manager

Albaraka Bank Ltd

May 2008 - Dec 2013 (5 years 7 months)

Headed branch operations and successfully commenced two new branches in Islamabad. Managed all aspects of account opening, KYC compliance, and cheque clearing, opening 1200 accounts with a core deposit of PKR 150 Million in six months.

KYC Team Management Compliance Banking Regulations