As a Product Experience Lead (internally referred to as a "Rockstar"), I oversee a team of 110 Product Experience Analyst (PEAs) across rotational shifts, ensuring smooth operations and delivering exceptional customer experiences. My role combines leadership, technical troubleshooting, and cross-department coordination to ensure optimal performance during high-stakes hours.Key Responsibilities:🔹 Shift & Attendance Management: Oversee shift rotations (4 PM to 12 AM, 8 PM to 4 AM, and 10 PM to 6 AM). Manage attendance, coordinate shift swaps, and ensure all team members are settled and equipped with the tools they need, while resolving any technical issues in collaboration with IT.🔹 Maintaining Decorum & Compliance: Ensure adherence to company policies and procedures, fostering a professional, disciplined environment while addressing floor issues and maintaining operational efficiency.🔹 Product Expertise & Issue Resolution: Handle customer onboarding and resolve 200+ daily customer issues across various channels (voice, chat, email). De-escalating issues like Supervisor calls, Reddit cases, FCC complaints, ensuring workflows operate smoothly.🔹 Team Leadership:Lead, train, and mentor my team to ensure they meet productivity goals while managing schedules, breaks, and continuous development to keep them well-prepared for complex challenges.🔹 Cross-Department Coordination: Collaborate with internal teams in Pakistan (Lahore, Islamabad), as well as U.S. teams and engineering departments, to resolve bugs and errors. Coordinate with multiple departments (Roaming, eSIM Activations, Voice, Refunds, etc.) to ensure streamlined operations.🔹 Strategic Problem-Solving:Specialize in resolving Tier 2 and Tier 3 technical issues, particularly phone line and device-related problems. Coordinate with IT and engineering teams to resolve technical bugs and errors swiftly.

As the SPEA @USM, I take the lead in providing technical support to our valued customers, addressing concerns related to their phone lines and device-related issues. I thrive on challenging tasks, always bringing a touch of innovation and creativity to find effective solutions.When faced with complex problems, I rely on critical thinking to break them down, carefully evaluate various solutions, and make informed decisions that benefit our customers.In managing my responsibilities, I've honed the ability to efficiently juggle tasks and meet deadlines. The fast-paced nature of our environment has proven to be a successful backdrop for my work, and I take pride in consistently delivering results within tight timelines.

A problem solver who leads with empathy & efficiency. When customers come to us with complex challenges, we respond with patience, ensuring they feel heard and cared for.• Resolving device issues using troubleshooting techniques and providing clear and concise information.• Reviewing account information and answering questions about billing or activations services.

As an SMB Outbound Account Executive, I had the opportunity to work with Motive Formerly KeepTruckin’s largest line of revenue. SMB customers, trucking companies with 1-19 trucks, make up the majority of KeepTruckin’s customer base and are our largest revenue stream.

As a Monitoring and Surveillance Executive, I had the opportunity to work with 'Jobsite Sentry, providing the best indoor and outdoor risk solutions, I had been assigned the responsibility for monitoring and dispatching of multiple construction sites, staying in contact with authorities as well as appropriate responsible parties. This role was pivotal part of our noble purpose to help Clients to protect multiple construction sites (around 200) from trespassing, vandalism & theft, Furthermore engagements with dispatchers in USA.

An International Tour Operation Company, The goal was to provide our guests, affordable vacations they will remember for years to come, by offering inclusive value-priced escorted tours & B2B packages throughout Pakistan. As a proactive BDE with a knack for public speaking with an ability to build iron-clad business relationships for Adventure Planners Pakistan. • Operations Handling: Pakistan Bikers.• Operations Handling: Backpackers Hostel & Guest house Islamabad.

As the graphic marketing supervisor one of the key responsibility was to continuously maintaining the company’s brand aesthetics, internally and externally. This includes reviewing, updating, and maintaining the company’s visual representation in all aspects of design including typography, composition, and color theory. Responsibilities entails:• Developing concepts of designing for designers. • Account Handling of Merch by Amazon, Rebubble, Teespring & Zazzle Accounts.• Supervising Uploading Targets. • Integrated Amazon Platforms (Rapid Creator).• Research work on finding new segments for designers, Inspiration for events such as, St. Patrick's Day, Halloween & otherwise.• Product Description Writing.• Keyword hunting for better reach.