Raza .. Email & Phone Number

• Currently providing L1 and L2 support for the AL platform and integrated applications i.e. QBO (Accounting), and Payrix & Global Payments (Payment processing) to end users, ensuring their operational continuity.• Continuously maintain a high level of customer satisfaction, consistently receiving positive feedback and achieving a 96% satisfaction rate. • Achieving a median first response rate on Intercom of under 40 seconds and a median conversation closure time averaging around 20 minutes, which stands as the industry's best performance in the auto repair sector.• Utilizing Payrix and GlobalPayments payment processing systems to manage reports, fee management, customer transactions, payouts and withdrawals, chargeback handling, and payment disputes.• Using Zendesk to efficiently collaborate with cross-functional teams to resolve technical, user-related, and payment related issues, resulting in a 15% decrease in support ticket resolution times.• Utilizing a variety of applications and tools such as Slack, Notion, Trello, and Google Sheets to optimize KPIs, leading to a 25% increase in end-user productivity.• Collaborate effectively with cross-functional teams to identify, test, and report product-related issues.• Proactively highlighted customer reported bugs and enhancement requests, prompting action across over 10 product iterations.• Develop and implement best practices for various applications and tools, streamlining processes and reducing onboarding time for new team members by 40%.• Create comprehensive training materials, resulting in a 25% reduction in training-related support requests.

Remote

• Providing L1 and L2 support for the AL platform and integrated applications.• Managing customer inquiries (~250-300 chats a month) with a prompt response rate (~40 secs median response time) and timely issue resolution (~18-22 mins average resolution time).• Proficiently using payment processing systems for various tasks, including report management, transaction monitoring, and dispute resolution.• Collaborating effectively with teams to resolve technical and user-related issues.• Utilizing various applications and tools to assist in day-to-day tasks and improve work efficiency.• Participating actively in identifying and reporting product-related issues.• Demonstrating proactive engagement by highlighting customer-reported bugs and enhancement requests.• Contributing to the creation of training materials to support team members.

Islāmābād, Pakistan

Islāmābād, Pakistan

• Managed a high volume of customer inquiries (via email, and phone) relating to site usability, information accuracy, billing and individual user accounts; including problem recognition, resolution, and site improvement.• Worked with real estate professionals (agents and brokers), consumers (home owners, renters, buyers, sellers) with a commitment to providing education and resolving issues while maintaining a high level of customer service and professionalism.• Be an expert on features and functionality; support new features as they launched and understood how those changes might impact product and customers.

Essex, England, United Kingdom

• Operated campus visits for newly inducted students.• Engaged with students; share experiences; and answer any questions.• Provided response to admission and scholarship queries by local as well as international students.• Managed web-based ticketing system for students to provide quality feedback on time every time.• Assisted fresh students in outreaching opportunities within and outside campus.