Ahad Waquar

Data-driven and high-velocity Customer Support Executive with over 10 years of extensive experience leading high-stakes client relationships, optimizing customer satisfaction, and resolving complex accounts. Proven capability to manage large enterprise volumes across major Customer Relationship Management platforms, specifically Salesforce Service Cloud and Zendesk. Expert in driving cross-functional escalation pipelines, guiding users through advanced cloud-client environment troubleshooting, browser-level configuration, cache/cookie dependencies, and maintaining strict SLA adherence.

Fully aligned with remote productivity environments, high-intensity independent metrics, and asynchronous collaboration frameworks.

Customer Satisfaction Manager / Client Manager at T Nazir Clinic (2013-01 – Present)

• Managed daily high-volume client operations, maintaining consistent 100 percent adherence to standard First Response Time and Average Handle Time benchmarks.
• Engineered and maintained client profiles, records, and service tracking modules using Zendesk and Salesforce to streamline historical data and optimize workflow efficiency.
• Guided non-technical end-users through localized cloud platform access issues, browser configuration fixes, and cache/cookie data clearance to restore web application performance.
• Directed cross-functional customer retention initiatives over a 10-year span, boosting immediate service resolution and stabilizing long-term client retention metrics.
• Handled remote scheduling, virtual client advisory consultations via Zoom, and digitized case distributions across independent team members using asynchronous collaboration frameworks.

Secondary School Certificate – Board of Secondary Education, India