Mohammed Hamza Email & Phone Number

Pakistan

Karāchi, Sindh, Pakistan

- Taking a proactive approach to swiftly identify and resolve production issues with a focus on adapting accuracy, exactness, and operational efficiency.-Resolving intricate technical issues and ensuring uninterrupted operations of the customs/Trade processes.-Executing comprehensive manual test cases to ensure the reliability and functionality of web application.- Proficiently conducting API testing using Postman to validate the integrity of systems and APIs; mostly for… Show more - Taking a proactive approach to swiftly identify and resolve production issues with a focus on adapting accuracy, exactness, and operational efficiency.-Resolving intricate technical issues and ensuring uninterrupted operations of the customs/Trade processes.-Executing comprehensive manual test cases to ensure the reliability and functionality of web application.- Proficiently conducting API testing using Postman to validate the integrity of systems and APIs; mostly for the EDI based communication of Authorized Dealers (Commercial Banks) in Trade processes.-Identifying, navigating, and resolving the complexities of customs digitization technical issues from both technical and business perspectives.-Reporting bugs and system failures after thorough troubleshooting, collaborating with cross-functional teams to implement effective solutions.- Handling urgent issues through ad-hoc troubleshooting, showcasing the ability to think on my feet and deliver timely solutions.- Actively collaborating with Business, System, and Development teams to understand, communicate, and resolve issues efficiently.- Managing helpdesk tickets with a customer-centric approach, ensuring timely responses and resolutions.- Providing valuable feedback for the improvement of software applications and processes.- Contributing to a collaborative environment through knowledge sharing sessions and mentoring. Show less

Karāchi, Sindh, Pakistan

-Leveraged hands-on experience with SQL Server to navigate and manipulate databases, contributing to swift and accurate issue resolution.- Managed key call center statistics and performed first-hand troubleshooting to identify and communicate issues promptly to our Level 2 support team.- Acted as a vital communication bridge between our company and the vendor of customer care team. This involved relaying instructions to the vendor, ensuring smooth operations on a daily basis.-Played… Show more -Leveraged hands-on experience with SQL Server to navigate and manipulate databases, contributing to swift and accurate issue resolution.- Managed key call center statistics and performed first-hand troubleshooting to identify and communicate issues promptly to our Level 2 support team.- Acted as a vital communication bridge between our company and the vendor of customer care team. This involved relaying instructions to the vendor, ensuring smooth operations on a daily basis.-Played a key role in educating customer care agents about business processes, web application flows, and other relevant information to enhance their understanding and performance.- Led training sessions and communicated effectively to bridge the gap between in-house and outsourced teams. Show less

Karāchi, Sindh, Pakistan

- Responsible for leading & managing a team of various campaigns.- Maintaining SLAs & ensuring to implement improvement factors with practical approach.- Cross-functional coordination for completing product/service improvement tasks of the campaign regarding internal or client/external requirements with the support of other departments.-Generated reports and analyzed customer service data to identify trends, areas for improvement, and opportunities for enhancing customer experiences.

Karāchi, Sindh, Pakistan

Karāchi, Sindh, Pakistan

- Developed knowledge of products, processes and call center trends to provide recommendations for improved customer experience.- Participated in brainstorming sessions, providing feedback and executing new tactics to improve campaign and agent performance.- Call listening and giving feedback to Agents on how they can improve- Taking call escalations and looking out over the team for when an Agent may need help.- Monitoring and driving individual and team performance, usually… Show more - Developed knowledge of products, processes and call center trends to provide recommendations for improved customer experience.- Participated in brainstorming sessions, providing feedback and executing new tactics to improve campaign and agent performance.- Call listening and giving feedback to Agents on how they can improve- Taking call escalations and looking out over the team for when an Agent may need help.- Monitoring and driving individual and team performance, usually against a set of key performance indicators (KPIs)- Preparing reports for the Senior Management on performance against these KPIs.- Identifying and addressing any people issues, and being a pillar of support for the team members.- Prepared detailed reports on updates to project specifications, progress, identified conflicts and team activities Show less

Karāchi, Sindh, Pakistan

- Responded to customer needs through competent customer service and prompt problem-solving.- Addressed customer complaints and mitigated dissatisfaction by employing timely and effective solutions.- Assisted call-in customers with questions and orders.- Answered average of 200 calls, per day, addressing customer inquiries, solving problems and providing product information.