Nabeel A

EDUCATION

HND Business and Management, Roots University, Lahore, Pakistan 

WORK EXPERIENCE

Customer Success Coordinator @ Motive, USA, Remote (Jul 2022 – Jan 2024)

• Streamlined processes within the Customer Success department to improve the customer experience.
• Collaborated with internal stakeholders on pending/delayed tickets and identified reasons for order delays.
• Served as the primary contact across internal departments to ensure solutions moved forward.
• Maintained workflows and accounts using Zuora and Salesforce.
• Provided technical assistance to Customer Success Managers.
• Demonstrated a strong ability to resolve problems and improve customer satisfaction.

Lead Technical Support Engineer @ Motive, USA, Remote (Jan – Jul 2022)

• Led Tier 3 Product Support with a focus on long-term vision and success of the support team.
• Took ownership of escalated cases, resolved issues, and identified root causes.
• Participated in Slack swarming and provided guidance to Technical Support Engineers.
• Triaged critical customer issues and provided technical guidance to reduce churn.
• Supported customer services with escalations using JIRA, Redash, Datadog, and Salesforce.
• Interviewed panelists for the Tier 2 Hardware team.
• Contributed new ideas for process improvements.
• Analyzed data to determine the impact of issues and utilized engineering tools to resolve data inconsistencies.
• Contributed to the knowledge base and documentation of software resources and processes.
• Provided white-glove service in sensitive customer situations.

Senior Technical Support Engineer @ Motive, USA, Remote (Jan 2021 – Jan 2022)

• Oversaw daily tasks and activities for team members.
• Trained and onboarded new hires.
• Interviewed candidates for the Tier 2 Hardware team.
• Acted as a major resource for handling special requests and time-sensitive issues.
• Contributed to process improvement initiatives.
• Guided customers via calls and emails to resolve technical issues.
• Managed challenging customer interactions and complex technical problems.
• Served as Interim Team Lead.

Technical Support Engineer @ Motive, USA, Remote (Jan 2020 – Jan 2021)

• Worked as a Tier-II Technical Support Specialist to identify and resolve hardware and software product issues.
• Coordinated daily tasks and activities within the team.
• Trained and onboarded new hires.
• Interviewed panelists for the Tier 2 Hardware team.
• Served as a resource for handling time-sensitive issues.
• Contributed to process improvement initiatives.
• Assisted customers through calls and emails, resolving technical problems and managing challenging situations.

Senior Technical Support Specialist @ Motive, USA, Remote (Oct 2019 – Jan 2020)

• Managed upset customers and handled challenging technical situations.
• Delivered exceptional customer service.
• Initiated and managed follow-up projects to enhance customer satisfaction.

Technical Support Specialist @ Motive, USA, Remote (Mar 2018 – Oct 2019)

• Handled upset customers and resolved technical issues.
• Delivered outstanding customer service.
• Contributed to the upsell project.
• Worked on churned and at-risk accounts while maintaining primary responsibilities in Tier 1.

Customer Support Specialist @ Touchstone Communications, USA, Remote (May 2017 – Mar 2018)

• Worked on various mortgage and home insurance projects, focusing on outbound sales services.

Sales Team Lead @ Provoxio Pvt Ltd, Lahore, Pakistan (Feb – May 2017)

• Led a team of representatives handling outbound sales campaigns.

Customer Service Representative @ TeleSquad Technologies, Lahore, Pakistan (Jan 2015 – Jan 2017)

• Managed multiple outbound sales campaigns.

SKILLS & LANGUAGES

• Looker, Redash, SQL, Datadog, Salesforce, Zendesk, Stripe, Jira Service Desk, Data Analytics, MS Office.
• English, Urdu, Punjabi.

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