Muhammad Murad Khan

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. • LinkedIn http://www.linkedin\in\mmuradkhan EMAIL:-Mobile - Global Remote Worker Currently Based in Pakistan. PROFILE • • 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. • 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 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. • • • • • • • • 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 • 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 • • • • • HOBBIES Action-Adventure Movies Cooking -Pakistani / BBQ Social work (Job Search Support) • 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: • • • • • 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