spinhireCustomer Support Supervisor Customer Support Team Lead Chat
Sobre el especialista
Supervised a team of E2bet customer support agents, ensuring consistent delivery of high-quality service across chat/email/phone channels. Improved average response time by 95% through better workflow allocation and staff coaching. Maintained a customer satisfaction (CSAT) score of 87% by implementing structured quality checks and feedback loops. Reduced escalations by 92% through proactive conflict resolution and staff training programs. Monitored KPIs and SLAs, ensuring 100% compliance with response and resolution time targets. Trained and onboarded 45 new agents. Coordinated with cross-functional teams (technical, billing, compliance) to resolve complex customer issues efficiently.
Competencias
experiencia laboral
Assistant Team Leader – Gaming Industry | Cambodia
2024 – 2026
Managed end-to-end daily operations of Chat Support and Outbound teams, driving performance on CSAT, quality, SLAs, and efficiency metrics.
Coached and trained team members, delivering consistent performance feedback to meet service quality standards and targets.
Owned escalation management, resolving complex customer complaints with a customer-first approach and ensuring timely closure.
Partnered cross-functionally with Marketing, Operations, IT, and Product teams to improve platform performance and customer experience.
Monitored team and productivity reports, identifying process improvement opportunities that boosted operational efficiency.
Assistant Sales Manager – ISMMART Group of Industries | Pakistan
2023 – 2024
Identified, approached, and acquired potential clients for investment opportunities through independent outreach and networking.
Conducted meetings, presentations, and follow-ups to convert prospects into long-term clients, ensuring retention through regular communication.
Coordinated with internal teams to support clients, achieving client acquisition targets and contributing to overall business growth.
Telemarketing Agent / Customer Service Representative | Enigma Solutions, Apex BPO, Premier BPO – Pakistan
2019 – 2023
Handled inbound customer service and outbound telemarketing for international clients across the USA, UK, and Canada.
Supported campaigns across Mobility, Energy, Medicare & Medicaid, and Final Expense Insurance sectors.
Generated and qualified leads, handled objections, and converted leads into sales while maintaining compliance and accurate records.
Remote B2B Telemarketing Agent – Legal Services (USA Businesses)
Contacted USA-based decision-makers, introduced legal service solutions, qualified potential clients, and scheduled appointments for the sales team.
Sales Agent – Cougar (Clothing Brand) | Pakistan
2019 (6 Months)
Promoted clothing products, assisted customers in product selection, and contributed to achieving sales targets and customer satisfaction.
Teacher – Muslim Academy, Muslim School, Allied School & Home Tutor | Pakistan
2019 – 2023
Planned and delivered lessons, assessed student performance, and provided academic support.
Managed classroom activities and maintained a positive learning environment, strengthening communication and leadership skills.
educación
BS (Hons) Accounting & Finance National College of Business Administration and Economics 2019 – 2024 Intermediate in Computer Science (ICS) Punjab Group of Colleges | BISE Lahore 2017 – 2019 Matriculation (Biology) BISE Lahore 2015 – 2017
Idiomas
Urdu — C2 (Native) Punjabi — C2 (Native) English — C1 (Advanced/Professional Proficiency)