Hey!
(A Quick Intro)
I'm Mohammed Abbas, a BBA graduate from Bangalore, India. I currently hold overall 2 years of experience in Inside Sales, Customer support and business development roles.
(A Quick Summary about my past work experiences)
1. Being a 2019 Graduate fresher, kick started my career by interning for a year, as a Business development Intern for an interior design firm based out in Bangalore.
2. Post my internship, started my actual career in the edtech industry as an Inside Sales Manager for Simplilearn, handling B2C sales in the US markets.
3. In the process of acquiring more experience in the customer service domain, I joined a B2B SaaS based company called Rippling as a Customer Support Specialist for the Payroll support team, handling payroll and US Taxation related complex queries and provide them with a conflict resolution.
4. Further to it, due to personal reasons and health issues during the second wave of Covid, I had a career break for about 4 months after leaving Rippling. Post break, I received an offer from National Instruments (NI) and restarted my career as a Hardware service operations specialist.
P.S: “The only way to do great work is to love what you do. If you haven’t found it yet, don’t settle rather keep looking until you find it.”
- Steve Jobs.
(Skills)
* Technical support skills
* Exposure and experience using Zendesk, Salesforce, and other CRM, support and sales related tools.
* Ability to Multi-task
* Experience handling US payroll and Taxation.
* Proficiency in MS Office, Google Suite and other necessary tools.
* Post-sales customer service ensuring CSAT.
* Start-up environment adaptability.
* Ability to communicate in 5 differ Indian Regional languages.
* Cross functional communication with different internal teams to find resolution.
* Maintenance of CSAT and KPI’s
* Understanding of the SaaS Business module
* Global client relationship management across any assigned region.
* Order Management
* Quotation Management
Experience
National Instruments (NI Systems India Pvt Ltd)
Nov 2021 – Jun 2022
Bengaluru, India
Customer Service Representative - Hardware Service Operations.
Summary of Roles and Responsibilities at NI as a Hardware Service Operations Specialist:
● Order Management.
● Quotation Management.
● Customer and Internal teams interactions.
● Invoicing
● Purchase Order Management
● Handling the End to End process of servicing the Hardware that comes in for repair &
calibration from the Semi-conductor Business unit.
● Maintaining SLA and improvising the process.
● Processing shipments to service centers across the Globe.
Rippling
Apr 2021 – Jun 2022
Bengaluru, India.
Customer Support Associate
As a Payroll Support Specialist at Rippling:
● Take charge of payroll issues for customers from start to finish - while working in a dynamic and fast-paced environment.
● Leverage Chat, Email, and Video conferencing functionality to help customers optimize Rippling to administer payroll processing, quarterly/yearly taxation & filings, and banking & payments inquiries.
● De-escalate and resolve issues by leveraging platform and industry expertise.
● Work well under time constraints and meet schedules; at times with unexpected deadlines, to
ensure client’s payroll needs are met.
● Be a product expert resource for both customers and the team.
● Interact with cross-functional teams to identify areas where we can better serve our customer
base through automation or added features.
● Creating and sharing process-related materials to support the Internal teams and the clients.
