Umer Shahzad
Tianjin
Summary
A highly motivated and empathetic Customer Support Representative with a solid foundation in technical troubleshooting and a proven track record of enhancing customer satisfaction and loyalty. I possess hands-on experience managing a high-volume queue of customer inquiries, resolving complex technical issues, and turning frustrated users into brand advocates. Adept at utilizing CRM systems and support tools to track interactions, document solutions, and identify trending issues, ensuring strict adherence to SLAs and quality standards. Effectively coordinated with technical and product teams to escalate bugs and advocate for customer-driven improvements, facilitating clear communication and driving key metrics like First Contact Resolution and CSAT scores toward exceptional levels. Eager to contribute my customer-centric approach and problem-solving expertise to support a world-class customer experience.
Overview
4
4
years of professional experience
Work History
Customer Support Representative
PTCL (Pakistan Telecommunication Company Limited)
Peshawar, Pakistan
09.2020 - 06.2024
- Managed a high-volume queue of 50+ daily customer interactions via phone, email, and live chat, consistently achieving a 98% customer satisfaction score.
- Transformed frustrated customers into brand advocates by employing active listening and creative problem-solving, successfully retaining 95% of escalated accounts.
- Cultivated strong customer relationships through proactive follow-ups, leading to an increase in positive reviews and testimonials.
- Translated complex technical concepts into clear, user-friendly language, empowering customers and improving their overall product experience.
- Utilized the CRM to personalize every customer interaction, reducing Average Handle Time (AHT) by 12% and increasing Customer Satisfaction (CSAT) scores to 95%+ by having immediate access to full customer history.
- Documented and tracked complex customer issues meticulously within the CRM, creating a searchable knowledge base that reduced time-to-resolution for recurring problems by 15 to 25%.
- Identified and tagged at-risk accounts based on support ticket trends in the CRM, enabling proactive outreach that improved customer retention by 7%.
- Streamlined the escalation process by using CRM triggers to automatically route high-priority cases to specialized teams, cutting escalation time by 20%.
Education
Electrical Engineering
Hebei University of Technology
Tianjin09-2024
Master of Science - Electrical Engineering
Hebei University of Technology
Tianjin09-2024
Skills
- Microsoft Word
- Social Media
- Microsoft Office
- Microsoft Excel
- Outlook
- Google Drive
- Microsoft Powerpoint
LANGUAGE SKILLS
Mother tongue(s): Pashto, Urdu
Other language(s): English
Timeline
Customer Support Representative
PTCL (Pakistan Telecommunication Company Limited)
09.2020 - 06.2024
Electrical Engineering
Hebei University of Technology
Master of Science - Electrical Engineering
Hebei University of Technology