Haris Khan Email & Phone Number

Islamabad, PK

Copenhagen, Capital Region Of Denmark, Denmark

• Managing and troubleshooting incoming queries simultaneously via phone, email, and live chat to ensure timely support.
• Managing client payments and reports using Stripe and Adyen; integrating POS systems with third-party platforms like Uber Eats and Doordash via Hubrise.
• Facilitating hardware setup and product training for new clients using remote assistance software (Cobrowse), customizing the product to meet their business needs.
• Creating and updating knowledge articles on Notion for clients and internal teams to refine processes.
• Completed record 28 hardware setups in June 2024.

• Diagnosed technical issues reported by customers.
• Provided training and guidance to customers on using various aspects of the ERP system.
• Collaborated with development, quality assurance, and product management teams to resolve complex issues.

• Assisting customers with product-related inquiries, including features, usage, and troubleshooting.
• Guiding customers through product setup and configuration processes.
• Documenting customer feedback to enhance user experience.
• Met and exceeded key performance indicators (KPIs) by 11%, such as response time, first-call resolution rate, customer satisfaction scores, and productivity targets.

• Delivered a class apart customer experience as measured by performance objectives.
• Conducted audits and resolved negative customer feedback, reviews, and concerns, resulting in a 13% net increase in social ratings across platforms such as Google Play Store, Trustpilot, and Apple Store.
• Promoted to POC-Escalations from Tier-1 support to Tier-2 support.
• Reviewed and filtered escalated cases from Tier-1 to Tier-2, resulting in an improved SLA rate.

Islāmābād, Pakistan

• Delivered exceptional customer support by assisting an average of 80 customers daily via CRM.
• Increased sales by 4% through cross-selling and upselling techniques.
• Adhered to daily KPI's and maintained a Quality Assurance score of 97-100%
• Successfully spearheaded a pilot project as one of the company's highest-performing agents.

Accounting And Finance

Bachelors In Computer Science, Computer Systems Networking And Telecommunications