MOAZ MALIK
www.linkedin.com/in/moazmalik92-Cell: -
Customer Success | Technical Support | Product Documentation
Expertise
Technical Support
Customer Success
Enterprise Support
Social Media Management
Phone Sales
Product Documentation
Operations Management
Training & development
Processes & Playbooks
Quality Assurance
Business Development
Linux, Windows, Office, CRMs
Experience
Crossover for Work
Crossover is part of ESW Capital, a remote-first firm with over 60 software companies in
its portfolio, including DNN, Mobilogy, Kayako, Sococo and others.
•
L1 Customer Support Agent (May 2020 – October 2020)
o As part of a global, culturally diverse team tasked with providing Level 1
customer support for a range of enterprise software solutions, my day-today involved:
i.
Interacting with business managers, IT professionals and end users
over Zendesk, Aircall & Zoom
ii.
Performing remote troubleshooting over Teamviewer
iii.
Discovering and documenting innovative solutions to technical
problems in the software that I supported
iv.
Leveraging the internal training & development portal to learn new
technologies and expand my product portfolio
Customer Success Solutions Pvt Ltd
A privately owned contact center serving as the home base of US Mobile’s customer
support. US Mobile is a North American MVNO known for its affordable plans &
remarkable customer service.
•
Associate Director (June 2019 – December 2019)
o As Associate Director I was the Head of Customer Support as well as
Operations Manager
o Under this role, I
i. Oversaw day-to-day activities at the contact center
Page 1
ii. Presided over all management meetings, board interviews,
performance reviews & grievance settlements
iii. Ensured that the customer support being provided always met or
exceeded US Mobile standards
iv. Worked closely with US Mobile’s top management on key areas
v. Developed sustainable policies & systems to increase employee
engagement and improve efficiency
vi. Ensured the highest standards of merit & professionalism were
observed in matters of hiring, terminations & promotion
vii. Maintained oversight on Operations, Administration, Finance and
HR departments
viii. Introduced Bitrix24 and Trello for greater inter-department
coordination & accountability
•
Technical Support Manager (January 2018 – June 2019)
o This position was a hybrid of Supervisor & Tier 2 technical support. As a
Technical Support Manager, I
i.
Managed a customer success team of over 40 people
ii.
Responded to customer emails and followed up when required
iii.
Provided ongoing training and mentorship to the customer success
team
iv. Handled technical escalations and sought assistance from Tier 3
specialists where necessary
v.
Developed and maintained the customer knowledge base AND
internal reference manuals
vi. Headed up the interview panel for new recruits and internal
elevations
vii. Was the lead on various projects such as the deployments of Help
Scout, Aloware, Basecamp, Acquire & evaluated the viability of many
other platforms
viii.
Streamlined CS workflows to improve efficiency and reduce quality
variations
•
Customer Success Manager (March 2017 – January 2018)
o A hybrid of customer support, technical support & customer success, this
fantastic position was all about providing an exceptional customer service
experience to people over phone, email & live chat
o Hands-on experience with FrontApp, Help Scout, Intercom, Olark Chat,
Acquire chat, Nectar Desk, Aloware, Hubspot and others
Rainbow Communications
An Islamabad based call center running B2C sales campaigns
•
Campaign Manager & Performance Coach, Rainbow Communications (September
2016 – February 2017)
o I was given complete control over a new sales campaign that involved
selling a financial advice e-magazine. Under this role, I
i.
Recruited & trained sales reps
ii.
Held sales training sessions for existing employees
Page 2
iii.
iv.
•
Developed and implemented an incentive plan
Provided daily performance reports to the CEO
Energy Advisor (July 2016 – September 2016)
o An enjoyable role that involved helping UK residents reduce household
energy spend by comparing their existing rates against a wide array of
gas/electric providers. If they were agreeable, we would submit a switching
request form on behalf of the clients at no cost
J Telemarketing
One of the biggest players in the BPO industry and leader in the Home Security market.
•
Senior Sales Executive, J Telemarketing (July 2014 – October 2014)
o Sales “Closer” on a Home Security campaign
•
Sales Representative, J Telemarketing (May 2014 – July 2014)
o Sales representative on the Home Security campaign
Education
Undergrad:
Chartered Accountancy Level 2 CAF from SKANS School of Accountancy, Raja Akram
Road, Rawalpindi, -)
High School:
FSc Pre-Engineering from Fauji Foundation College for Boys, New Lalazar, Rawalpindi
-)
Page 3
