Umar Riaz Email & Phone Number

Lahore, Pk

Lahore, Punjab, Pakistan

Operated and monitored through Zendesk, and Slack as a LiveChat & Email Support Specialist. Ensured that all e-mail communication activities are performed in accordance with the company policies, maintaining the Fastest FRT & ART to provide exceptional customer support to our customers to boost the business of the company. Create/edit/add key points to the KN and add FAQs for our clients to provide lightning-fast and to-the-point customer support. Detailed knowledge of handling irate customers by handling/solving queries to boost the reputation of the company. Experienced in Jira creating and handling. Assisted in developing many email training materials for personnel and management.Key Contributions:▪ Sort out visibility bugs with the client's online products, report to the technical department to provide the customers their requirements in a timely and professional manner, constructed credibility, established rapport, and maintained communications between the Client and our company to keep our support up to the par as exceptional customer service leads to the best sales for the client and great reputation as it becomes word of mouth.▪ Recognized opportunities for product, program, and process improvement with a focus on drivingrevenue growth. Educated on the effectiveness of technology solutions, and software,and collaborated with the sales team to secure strategic deals.

Lahore, Pakistan

Operated as an Email/Chat support specialist for Uber-X Driver Partner, and UberEats Delivery Partner Support under the Mindbridge Private Limited. Resolved customer account issues and shared benefits of new technology. Answered daily queries with up-to-date knowledge and accurately explained details according to the payment made for each trip/delivery. Trained new incoming agents to the respective program. Increased efficiency and team productivity by promoting adherence to operational best practices and company policies.Key Contributions:▪ Tuned up my knowledge to keep myself up to date with the latest update every morning by going through all the emails regarding updates sent by the client to maintain exceptional customer support.▪ Sorting out the minor mistakes in the KB to keep the operations running smoothly, providing legitimate refunds according to the company policy, and replacements, and providing consultative solutions to customers based on their needs.▪ Aided customers by carefully listening, identifying problems, and making recommendations based on my extensive product knowledge.

Worked as an email support executive on KnowledgeBase tools for multinational clients and hospitals under the Marvellous Group of Companies. Detailed knowledge of implementing exceptional Customer Support by handling queries in a timely manner. Handled high in-flow Enterprise queues. Maintained quality control seeking new ways to improve customer service. Work in close correspondence with various team leaders to ensure timely and efficient execution of client queries.Key Contributions:▪ Solid experience in editing/adding key points to the KnowledgeBase to understand the basic and foremost needs of the customers and fill Jira for early resolution of unknown outages.▪ Assisting with operations expertise to internal work groups and teams, focused on enhancing current procedures and creating efficiencies.▪ Ensured effective communication among various departments by acting as a liaison.

Bachelor Of Science - Bs(Cs), Computer Science, 3.2 Cgpa

Activities and Societies: 2 years experience as customer support executive. Professional Gaming for mentioned games:- -Counter Strike.

Pre-Engineering