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.

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.

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.
• 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.