Muhammad Murad Khan

My name is Murad Khan, and I have extensive experience in customer support, retention, and services roles across various industries. This includes Crypto, SAAS, FMCG, and Banking Operations.

Currently, I am working as a Customer Services Representative at Binance Crypto Exchange, in a fast-paced industry and company.

At Binance, my role requires me to handle 40–60 chats per day on average, this includes customer-facing issues with accounts, Fiat payments/ deposits, Crypto Withdrawals, Crypto Deposits, Internal Transfers, other minor issues with various Binance campaigns, Internal Transfers, wrong payments and several other kinds of queries. Further, I help with the product gaps identifications and SOP gaps identifications and provide feedback within the system.

In my previous roles, I have gained expertise in handling a high volume of customer interactions on a daily basis, which includes handling calls, emails, and live chats. Additionally, I have successfully resolved client issues within a short period while maintaining a 100% rating and a below 30-second first response time in chats. Due to extensive training and the volume of customers, I am well versed in the fundamentals of crypto and blockchain basics, and willing to learn and excel in this industry as I believe this will be the most significant invention after the internet.

I am proficient in using HubSpot for prospecting customers via email through Help Scout, sending out over 300 emails with four follow-ups during a quarter. With my consistent performance, I was promoted from Level 1 to Level 2 within just two quarters.

As Customer Retention Specialist – I have handled around 200-500 clients per quarter, managing a portfolio of $600k to $1.2 Million per quarter, with a retention rate average of 80-90% for both products with IDERA i.e., Ranorex & Lansa.

As Credit Control Officer – I handled around 600 customers for 2 Major Depots in the UK and handled about 300,000-500,000 GBP of receivables every Quarter approximately, this included, corporate clients, B@B & B2C. I was able to achieve my targets but also was able to recover from RISK category customers almost GBP 80,000 in a span of just 6 months.

In my previous role as a Renewal Representative at a software company, I achieved all my targets by renewing maintenance agreements directly with the end-users from the Europe region and the USA. We worked on Salesforce CRM to maintain and record customer interactions, including pricing and estimation.

I am a tech-savvy person and a quick learner, which will help both of us understand the duties and fulfill them in the correct way.

Thank you for considering my application. I am looking forward to hearing from you soon.

Best regards,

Murad Khan

www.linkedin.com/in/mmuradkhan