Umer A. Email & Phone Number

Nottingham, England, United Kingdom

Led the day-to-day operations of the technical support team, supervising cross-functional teams, and resolving escalated issues. Coordinated process improvement initiatives, special projects, and staff performance evaluations, with a strong focus on succession planning and technical support leadership. Collaborated closely with Support, Product, Engineering, and other teams to optimize metrics, implement changes, and drive updates.Key Achievements:Leadership and Strategy: Spearheaded the Mobile and Fleet Technical Support teams, delivering world-class support and significantly enhancing service quality.Efficiency Improvements: Reduced resolution time from over 12 days to an impressive 2 days or less.Customer Satisfaction: Boosted CSAT (Customer Satisfaction) score from under 35% to 94%, marking a remarkable 168% increase.Process Automation: Leveraged automation to streamline processes and led systems development initiatives, driving operational efficiency.Model Transformation: Planned technical support from a standard Tiered Model to a PODs model aligned with product vertices, resulting in higher CSAT and reduced resolution time.Cross-Department Collaboration: Fostered product awareness and conducted regular business reviews with key departments, including Product, Engineering, Customer Success, Sales, and Customer Support, to ensure alignment and continuous improvement.

Islamabad, Islāmābād, Pakistan

In the capacity of a Team Lead at Cielo WiGle Inc., I spearheaded the seamless operation of our technical support team while actively contributing as an engaged team member. My role encompassed a comprehensive array of responsibilities, including:Effective Issue Management: I excelled in escalation and timeline management of reported issues, liaising with the Manager of Technical Support to ensure swift resolution.Sales Synergy: Collaborating with the Sales Team, I leveraged my insights to contribute to converting business prospects into successful sales, showcasing the synergy between support and growth.Global Engagement: I presented product overviews to international business clients, showcasing our solutions' value proposition and fostering meaningful relationships.Quality Assurance: With a keen eye on Amazon feedback, I upheld the quality of customer support services, while simultaneously managing Zendesk tickets to streamline processes.Performance Tracking: I diligently maintained monthly and yearly evaluation reports, tracking performance metrics to drive team excellence.Customer-Centric Approach: Ensuring paramount customer satisfaction, I personally engaged with customers through various channels, addressing needs, clarifying information, and offering solutions.Proactive Communication: I championed effective and courteous communication, both in written and verbal interactions, showcasing strong customer handling skills and maintaining the company's high standards.My tenure as a Team Lead was defined by strategic leadership, meticulous performance tracking, and an unwavering dedication to customer satisfaction. By fostering collaboration, growth, and innovation within the technical support team, I reinforced the foundation for superior customer experiences and contributed to the overall success of Cielo WiGle Inc.

At Cielo WiGle Inc., I assumed the role of a Technical Support Engineer, contributing to a fast-paced and dynamic team. My focus spanned a diverse range of responsibilities, including:Smart AC Controller Expertise: I resolved complex issues surrounding the Smart AC Controller, demonstrating proficiency in understanding and troubleshooting its intricacies.IR Code Mastery: I tackled challenges related to IR codes of AC remotes, ensuring seamless communication between devices and user preferences.WiFi Connectivity Solutions: I addressed WiFi connectivity issues, ensuring uninterrupted interactions between our products and users' networks.Home Automation Excellence: I delved into Home Automation intricacies, optimizing compatibility with Google Home, Alexa, Samsung Smart Things, and other platforms.My tenure at Cielo WiGle Inc. was marked by a commitment to superior customer experiences, technical adeptness, and a solutions-driven approach. Through these endeavors, I contributed to the advancement of our offerings and the overall satisfaction of our valued clientele.

Islamabad, Pakistan

In my role as a Team Lead at Altair Technologies, I orchestrated the management and coordination of a dynamic team consisting of 24 Technical Support Engineers. My focus was on fostering a collaborative environment that thrived on excellence, teamwork, and innovative problem-solving.Collaboration was at the heart of my responsibilities. I forged close partnerships with both front-end and back-end Engineering Teams to ensure seamless collaboration in resolving customer issues and identifying and addressing software bugs. This synergy not only expedited issue resolution but also contributed to the ongoing refinement and enhancement of our products.A central aspect of my contribution was in the development of TV Apps for Jadoo TV across a multitude of platforms, including Samsung Orsay, Samsung Tizen, LG Web OS, Apple TV, and Sony Android TV. My involvement in this endeavor was pivotal, underscoring my dedication to pushing the boundaries of technological innovation and delivering top-tier experiences to our users.As a result of my leadership and collaborative efforts, our team consistently met and exceeded performance metrics while driving customer satisfaction to new heights. This role not only broadened my technical skill set but also instilled in me a profound appreciation for effective leadership, cross-functional cooperation, and the transformative power of innovation.

Islamabad, Pakistan

As a Senior Technical Support Engineer at Altair Technologies, I undertook a dynamic and multifaceted role dedicated to enhancing customer experiences and technical operations. Focusing on the Jadoo TV IPTV Box, as well as the next-generation Android Box and Tablet, I expertly resolved intricate technical challenges, elevating the quality of service provided to a global customer base.My responsibilities extended beyond routine support, encompassing the identification and resolution of complex network issues in collaboration with diverse Internet Service Providers (ISPs). My adeptness in handling Better Business Bureau reported cases further underscored my commitment to customer satisfaction and issue resolution.Moreover, I played a pivotal role in amplifying our online presence and engagement. By addressing technical queries across various social media platforms, I ensured that our customers received swift and accurate assistance, bolstering their confidence in our brand.In my capacity as a mentor and guide, I contributed to the development of new members within the Technical Support Team. Sharing insights, best practices, and technical knowledge, I facilitated their seamless integration into the team, perpetuating a culture of growth and excellence.My tenure as a Senior Technical Support Engineer at Altair Technologies not only enriched my technical proficiencies but also solidified my role as a reliable problem solver and a proactive customer advocate.

Islamabad, Pakistan

At Altair Technologies, I commenced my journey as a Technical Support Engineer, specializing in the provision of top-tier technical assistance for the IPTV Box of Jadoo TV. My role encompassed a comprehensive array of responsibilities, from swiftly addressing complex hardware and software concerns.My tenure was marked by an unwavering dedication to customer satisfaction and technical prowess. By leveraging my expertise, I not only resolved intricate technical issues but also nurtured strong and lasting relationships with customers spanning the globe. My ability to effectively troubleshoot and provide tailored solutions ensured seamless user experiences and bolstered customer loyalty.

Islamabad, Pakistan

At Touchstone Communications, I excelled as a Reverse Mortgage Specialist, where I specialized in cold calling potential customers and delivering compelling solutions in the realm of reverse mortgages. My role involved not only offering financial products but also building trust and rapport with clients through effective communication and a deep understanding of their needs.During my tenure, I honed my skills in persuasive communication, relationship building, and financial consultation. My efforts contributed to expanding the reach of reverse mortgage services, fostering client relationships, and driving successful outcomes.Furthermore, I gained valuable experience during my involvement with QLM and Nation Star Mortgages. This additional exposure enriched my understanding of the mortgage industry and broadened my skill set in financial services.My time at Touchstone Communications and subsequent engagements equipped me with a unique blend of customer-centricity and financial expertise, which continues to influence my professional journey positively.

London, United Kingdom

At London Mobile Gadget Ltd, I played a pivotal role in delivering exceptional customer experiences through expert technical support. My responsibilities encompassed a wide array of tasks, from troubleshooting and repairing smartphone software issues to facilitating hardware replacements, including phone screen installations. Additionally, I adeptly handled laptop software installations and operating system setups, further contributing to our comprehensive service offerings.During my tenure, I not only resolved technical challenges but also established rapport with customers, ensuring their concerns were met with effective solutions and a friendly demeanor. This experience allowed me to fine-tune my communication skills and technical proficiency, setting a solid foundation for my future endeavors in the technology and customer service realms.