Muhammad Faizan Arshad Email & Phone Number

United States Of America

As a Customer Support Specialist at BURQ, a cutting-edge SaaS startup focused on last-mile delivery solutions, I provide exceptional support to customers, ensuring smooth operations and timely resolutions. BURQ’s innovative platform is transforming the logistics industry, and I play a key role in enhancing customer satisfaction by offering expert guidance and troubleshooting. I’m committed to delivering a seamless experience and supporting the company’s mission to optimize delivery processes for businesses across the U.S.

Lahore, Punjab, Pakistan

Supervised and coached a team of 13 retail support representatives, improving performance by 15% in Q2 2024. Addressed and resolved 30+ complex retailer escalations monthly. Reducing issue resultion time by 20%. Monitored team performance, providing feedback, and quarterly reviews that led to a 10% increase in efficiency. Collaborated with IT and Sales department to streamline support processes, cutting average response time by 30%. Generated monthly performance reports, identifying key trends that improved key response time by 12%. Skilled in team leadership, communication, problem-solving, and conflict resolution.Proficient in performance monitoring, time management, and process optimization.

Lahore, Punjab, Pakistan

Supervised team performance, ensuring 90% adherence to SLAs resulting in 7% increase in customer satisfaction. Delivered coaching and performance evaluation, leading to 6% improvement in team effectiveness within 3 months. Resolved escalated customer issues, achieving 20% faster resultion time and maintaining a 95% satisfaction rate. Managed team schedules and attendance, improving staff punctuality by 10% and ensuring consistent performance reporting. Collaborated with IT and Sales departments to streamline processes and enhance the customer experience.Skilled in team leadership, communication, problem-solving, and conflict resolution.Proficient in time management, training, and performance monitoring.

Lahore, Punjab, Pakistan

Assisted 50+ retailers monthly with product orders, payment processing, and technical troubleshooting, maintaining a 97% satisfaction rate.Responded to 100+ inquiries weekly, providing solutions within 24 hours and consistently maintaining a 95% customer satisfaction rate.Resolved escalated retailer issues and ensured timely follow-ups.Collaborated with Product and IT teams to streamline service delivery, reducing resolution time by 20%.Skilled in customer service, problem-solving, communication, and conflict resolution.Proficient in time management, attention to detail, and working under pressure.

Pakistan

Assisted 30+ merchants daily with order placements and delivery updates, ensuring a 98% order accuracy rate.Troubleshot app issues for 50+ riders daily, reducing technical downtimes by 25% and ensuring seamless order fulfillment.Resolved customer complaints and escalated critical issues within 24 hours, reducing overall resolution time by 20%.Maintained a high level of service quality by ensuring clear communication and a solution-oriented approach.Monitored and coordinated the smooth processing of orders between customers, riders, and merchants, achieving a 98% completion rate and reducing order errors by 15%.