Mohammed Sabeel

Customer-focused professional with 2+ years of enterprise support experience, specializing in customer success, data operations, and SLA/CSAT excellence. Proven ability to monitor customer health metrics, drive product adoption, and communicate the voice of the customer to internal stakeholders. Skilled in Salesforce CRM, KPI reporting, cross-functional collaboration, and stakeholder engagement across US, EU, and APAC regions.

Adept at multi-tasking across a large book of accounts while maintaining a customer-first mindset.

Premier Support Specialist at Consilio LLC (2025-12 – 2026-03)

• Served as a primary point of contact for enterprise customers, resolving queries via chat, email, and phone with a focus on first-contact resolution and high CSAT scores.
• Monitored customer account activity and usage trends, flagging compliance and data quality issues proactively to ensure customer success outcomes.
• Authored SOPs, knowledge base articles, and onboarding documentation — supporting scalable customer engagement programs.
• Collaborated with cross-functional global teams (US/EU/APAC) to escalate and resolve complex customer issues, acting as the voice of the customer internally.
• Tracked and reported on order processing, data validation, and compliance metrics — contributing to account health and renewal readiness.

Technical Support Advisor (L1) → Senior System Engineer at 24/7.ai (2024-04 – 2025-11)

• Managed a high-volume support queue consistently achieving 98% SLA adherence and >95% CSAT, directly contributing to customer retention and lifetime value.
• Conducted root cause analysis (RCA) to identify patterns in customer issues and implemented process improvements, reducing recurring escalations and increasing product adoption.
• Built and maintained KPI dashboards using MS Excel (Pivot Tables, VLOOKUP) to track customer health metrics including usage trends, on-time renewals, and satisfaction scores.
• Mentored junior support staff, contributed to team knowledge base articles, and helped standardize SOPs — enabling scalable and consistent customer engagement.
• Identified opportunities to improve customer outcomes and proactively communicated feedback to team leads to drive strategic program improvements.

B.E. in Electrical & Electronics Engineering – HKBK College of Engineering, VTU