Murad Khan
Customer Support
Customer Retention
Credit Control
Debt Recovery
CONTACT
WORK EXPERIENCE
Binance (Crypto Exchange)
Customer Support Specialist
Nov 2022 till Date
Achievement
Exceeding my KPIs of CSAT, FCR, QA score.
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LinkedIn
http://www.linkedin\in\mmuradkhan
EMAIL:-Mobile -
Global Remote Worker
Currently Based in Pakistan.
PROFILE
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Databox Inc (USA)
Aug 2021 till Nov 2022
Achievement
I am an experienced Customer
Support & Retention Specialist with
over one decade of experience in
various industries. Also, very
successful at Debt
Recovery/Account Receivables and
Customer Retention.
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HARD SKILLS
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Basic Crypto Knowledge
Live Chat Support
Phone Etiquettes
Customer Retention
Ticket Management
Key Account Management
Prospecting/ Lead Creation
Credit Control
Account Receivable Recovery
Debt Recovery
SOFT SKILLS
Time management
Persistency
Adaptability
Problem-solving
Teamwork
Creativity
Interpersonal skills
Attention to detail
TECH SKILLS
Salesforce
HubSpot
SAP Hana/ Business One
HelpScout
Intercom
Slack etc.
Handling High volume of chats and provide support.
Mostly handling, Crypto Spot Trading, Withdrawals,
Deposits, Internal Transfers, Binance Pay, locate issues
and transfer chats to appropriate departments.
Create/ escalate tickets on user issues pertaining to
technical teams.
Offering support to users to understand the product
and guide them using FAQ & other articles.
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Promoted to Level II within 6 Months
Provided setup and onboarding assistance to users
through chat and Prospecting emails.
Handling chats and email tickets and setting up calls
and Leads for our sales, customer onboarding and
account management teams.
Offering proactive outreach via email to all new users
who sign-up for the product.
Working with our technical support team to investigate
and resolve technical support tickets.
Using popular marketing, sales, and business SaaS
software tools like Google Analytics, Google Ads,
Facebook Ads, HubSpot, Intercom.
Working with our marketing, sales, and product and
continuously creating leads for the Sales Team.
IDERA
July 2019 – Aug 2021
Achievement
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Customer Support Specialist Level II
Customer Retention Specialist
Achieved 100%-125% Target consistently
Customer Relationship building and retention (US &
Canada).
USA & Canada Customers handling for all renewals of
the product line-Ranorex-Software Testing Tool.
Management of Renewal Reminders in Sales Force.
Weekly Tasks based reports & Customer follow-up
status to be updated to Manager.
Contact to tier Management responsible for IT
Software Renewals and handle their queries.
Customer Support
Retention Specialist
TRAININGS
HubSpot CRM
Marketing Basics Certification
Basic Digital Marketing Certification
Freelancing
Business Continuity Plan
KYC & AML Certificate
Conflict Management
Communication Methods that Make
Sense
General Banking Course
WORK EXPERIENCE
Medina Dairy Ltd (UK)
Credit Control Officer
May 2018 to July 2019
Achievement
Best performer in Due invoices Recovery in 2019
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HOBBIES
Action-Adventure Movies
Cooking -Pakistani / BBQ
Social work (Job Search Support)
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Identifying Overdue & potential risks to the higher
management & revival of lost & annoyed customers.
Heading Credit Control of 3 Major Depots in UK (Diss /
Bristol & Barking) & Cross Selling various products.
Approach customers in Lost, Doubtful & Risk
Customers by Calling & Physical Activities through
Filed teams
Negotiation with customers by offering different
Packages/Schemes & Payment Option to rejoin them
in company.
Digging out the core cause of Lost, Annoyed &
Deferred Payments by coordination with Depots,
Customer.
Ensure customer invoicing is timely & accurate by
coordination with Customer Services, Depots & Drivers
for smooth flawless delivery at doorstep of the
customers.
Albaraka Bank Ltd
2008 to 2013
Achievements:
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Bank Operations Manager
Commenced 2 New Branches in Islamabad
Heading branch operations, including Account
Opening, handling all aspects of Account opening,
KYC, checking lists like OFAC and ensure all bank
formalities are completed before commencing
account opening for individuals, SMB, Corporate
Business Accounts, Non-Profit Organizations, Trusts etc.
Handle Cheques Clearing, collection and authorize
the same.
Customer handling and internal department
coordination.
Handled a Team of 10 members branch staff
Acted as Branch Manager for 6 months in absence of
the Branch manager of the Main Branch
My details of previous bank experiences are available in the
linked in profile