SYED ABBAS ALI SHAH
Merchant Success Engineer
Dubai
Summary
Customer Service Professional with 6+ years of experience at Appstle Inc, delivering high-quality customer support and building long-term client relationships. Proven ability to manage high volumes of customer inquiries through phone, email, and chat while maintaining excellent service standards. Skilled in issue resolution, customer retention, complaint handling, and CRM systems. Strong communicator with a track record of improving customer satisfaction by providing timely and effective solutions. Experienced in working in fast-paced environments, collaborating with cross-functional teams, and ensuring a positive customer experience that supports business growth.
Overview
6
6
years of professional experience
2
2
Certifications
3
3
Languages
Work History
Merchant Success Manager
Appstle Inc.
01.2020 - Current
- Provided professional customer support through live chat, email, phone, and virtual meetings via Google Meet to resolve customer inquiries efficiently.
- Managed a high volume of real-time customer queries through live chat platforms, ensuring quick response times and high customer satisfaction.
- Assisted customers with account management, billing concerns, subscription updates, and technical troubleshooting.
- Maintained accurate records of customer interactions, feedback, and issue resolutions using CRM systems.
- Escalated complex technical or service-related issues to relevant internal teams while ensuring timely follow-up with customers.
- Ensured first-contact resolution whenever possible to improve customer experience and operational efficiency.
- Conducted virtual support sessions via Google Meet to guide customers through product features and issue resolution.
- Monitored customer feedback and identified opportunities to improve service quality and customer satisfaction.
- Educated customers on platform features and best practices to maximize product usage and value.
- Contributed to customer retention and relationship building by providing professional, empathetic, and solution-oriented support.
- Maintained a 95%+ customer satisfaction (CSAT) score over 8 years by providing timely and professional support.
- Resolved 80+ customer queries per day via live chat, email, phone, and Google Meet, ensuring quick first-contact resolution.
- Reduced average response time by 30% by implementing efficient workflow and prioritization of high-impact issues.
- Contributed to a 20% increase in customer retention by proactively addressing issues and educating clients on platform features.
- Trained and mentored 5+ new team members on live chat best practices, Google Meet support, and CRM usage, improving team efficiency and service quality.
Education
Bachelor of Technology -
University of Technology Taxila
Islamabad01-2018
Skills
Shopify Admin Support
Shopify App Troubleshooting
Merchant Success Management
SaaS Customer Support
Technical Troubleshooting
Live Chat & Email Support
API Integration Assistance
Zendesk / Gorgias / Intercom
Customer Retention
Data Entry
Communication Skills
Organizational Skills
Certification
IT Networking Cisco
Timeline
Merchant Success Manager
Appstle Inc.
01.2020 - Current
Bachelor of Technology -
University of Technology Taxila
Hobbies
Playing Football, Watching Movie,Travailing,Video Games