Muhammad Murad Khan

Muhammad Murad Khan - https://www.linkedin.com/in/mmuradkhan Mobile - CAREER HIGHLIGHTS I am an experienced Remote Worker who has extensive experience in Customer Support, Account Management and Customer Retention with over one decade of experience in various industries. Also, skilled in at Debt Recovery & Account Receivables. HARD SKILLS: 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 | Email Support / Management | Data Analysis | Report Building 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 | Google Suite | MS Office etc. TRAININGS: HubSpot CRM | Marketing Basics Certification |Basic Digital Marketing Certification | Freelancing | Business Continuity Plan | KYC & AML Certificate | Conflict Management | Communication Methods that Make Sense Paradigm Outsourcing Pakistan Customer Support Supervisor – APAC Exceeding my KPIs of Tickets handled and QA score of over 90%. • • • Oct 2023 till date Training staff about Customer Support & help in hiring staff. 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. Binance (Crypto Exchange) Customer Services Rep II (Hindi /English Line) Nov 2022 – Jul 23 Exceeding my KPIs of 98% CSAT, 97% FRT, 96% QA score. • • • • • Handling 50-60 chats per day excluding tickets. Mostly handling, Crypto Spot Trading, Withdrawals, Deposits, Internal Transfers, Binance Pay, locate issues and transfer chats to appropriate departments. AML / EDD, Onboarding support to new users. Create/ escalate tickets on user issues pertaining to technical teams – 20-30 tickets per day. Offering support to users to understand the product and guide them using FAQ & other articles. Databox Inc (USA) Customer Support Specialist II Promoted to Level II within 6 Months Developed SOP for Outbound Chat Prospecting. Aug 2021- Nov 2022 • • • • • • Provided setup and onboarding assistance to- users per Quarter including chat & Prospecting emails. Handling 30 chats and 30 email tickets per day 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 (average 400 / month). 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 (USA) Customer Retention Specialist July 2019 – Aug 2021 Achieved 100%-125% Target consistently $500k to $1.2 Million per Quarter 600 Users • • • • • • Customer Relationship building and retention (US & Canada)- covered over 500 customers/ quarter Volume of $500k to $1.2 Million / Quarter. USA & Europe Customers handling for all renewals of the product line-Ranorex-Software Testing Tool. Management of Renewal Reminders in Sales Force. Weekly Customer follow-up & targets achieved. Contact to tier Management responsible for IT Software Renewals and handle their queries Medina Dairy Ltd (UK) Credit Control Officer Full time Part Time for Credit Control team May 2018 -July 2019 & Dec 2019 to Nov 2020 Best performer in Due invoices Recovery in 2019 GBP 80,000 recovered from Bad/ Risk Debts. • • • • • • • Identifying Overdue & potential risks to the higher management & revival of lost & annoyed customers. 400+ customers with over GBP 400,000 Invoices per month. 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 Bank Operations Manager May 2008 - Dec 2013 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. • • • Opened 1200 Accounts in 6 months with core deposit of PKR 150 Million. 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 LinkedIn profile - https://www.linkedin.com/in/mmuradkhan