Summary
Overview
Work History
Education
Skills
Timeline
Generic

MD. FAIZAN

Bengaluru

Summary

Dynamic and results-driven Senior Customer Support Specialist with 5+ years of experience delivering exceptional client service, maintaining high-value relationships, and ensuring customer satisfaction. Adept at collaborating with cross-functional teams to align with client goals and streamline support operations. Proven expertise in troubleshooting complex hardware and software issues, with in-depth knowledge of operating systems, networking protocols, and technical support best practices. Known for resolving technical challenges efficiently while driving customer success in fast-paced, customer-focused environments.

Overview

6
6
years of professional experience

Work History

Sr. Support Specialist - Identity, Devices and Integrations

Rippling
10.2024 - 04.2025
  • Managed technical accounts by assisting enterprise clients with identity and device management solutions, ensuring seamless integrations and improved customer retention.
  • Led the resolution of over 50 critical (P1 and P0) REST API and third-party integration issues, collaborating with Product Engineers and external developers to improve system performance and minimize client impact.
  • Identified and resolved two major UI issues affecting over 50 client organizations, restoring a seamless user experience and increasing user productivity.
  • Managed 50+ identity management implementation projects, including single sign-on (SSO) configuration and user provisioning for enterprise clients, resulting in a 12% increase in customer satisfaction during the implementation phase.
  • Developed and delivered training materials for 10+ new hires using a POD model, focusing on enterprise client support and best practices for identity management and API integrations.
  • Promoted product adoption by educating clients on advanced features and best practices, leading to a 20% increase in feature utilization.
  • Identified cross-sell opportunities by analyzing client needs and recommending relevant solutions, contributing to increased product expansion and upsell revenue.

Customer Success Manager & Key Account Manager

Swiggy Food Delivery App
10.2019 - 01.2024
  • Analyzed customer data to drive strategies that improved success metrics. Led initiatives to streamline digital service workflows, reducing response time by 1.5x and cutting manual paperwork by 75%.
  • Resolved critical issues by clarifying Client's complaints, determining causes of problems and providing best solutions, while working in a dynamic and fast-paced environment.
  • Consulted with 70+ high-value restaurant partners on growth strategies, optimizing menu listings, promotional campaigns, and operational workflows—resulting in a 10% average increase in order volume within the first quarter.
  • Collaborated with stakeholders across 10 internal teams to streamline communication and build SOPs for partner issue resolution, enhancing efficiency and partner satisfaction.
  • Analyzed partner performance data to identify trends and implement strategies that improved overall account health and customer experience.

Education

Bachelors In Computer Applications

Glocal University

Secondary High School - Science PCME

Jain University

ICSE - 10th

Baldwin Boys High School

Skills

  • Technical problem-solving
  • Salesforce, Zendesk, Jira, Confluence, Microsoft Excel
  • Leadership: Team Mentoring, Training & Development
  • Analytical problem solving
  • Team Collaboration
  • Strong Communication skills

Timeline

Sr. Support Specialist - Identity, Devices and Integrations

Rippling
10.2024 - 04.2025

Customer Success Manager & Key Account Manager

Swiggy Food Delivery App
10.2019 - 01.2024

Bachelors In Computer Applications

Glocal University

Secondary High School - Science PCME

Jain University

ICSE - 10th

Baldwin Boys High School

Similar Profiles

CREATE PROFILE
MD. FAIZAN