Zishan Ahmad

AI Operations and Customer Support professional with 4+ years of experience as a Talk AI Support Agent in AI-powered restaurant ordering operations. Experienced in Human-in-the-Loop AI, conversational AI intervention, AI quality monitoring, call auditing, new-brand AI testing, technical issue reporting, high-volume customer support, and team operations. Handled up to 130–140 customer calls per day, achieved World Class performance 3 times, and earned Top QA of the Month multiple times.

Talk AI Support Agent at HungerRush OrderAI (2022-03 – 2026-07)

• Handled high-volume restaurant ordering operations, averaging 50–80 customer calls per day, exceeding 100 calls per day during peak periods and reaching approximately 130–140 calls per day.
• Supported customer sales and order completion, including menu and order assistance, pricing, store hours, and location-related queries using internal dashboards and approved response templates.
• Worked in Text AI operations for approximately one month, reviewing and approving customer text orders, correcting unclear order information, and escalating complex cases to senior agents.
• Operated in a Human-in-the-Loop environment after AI deployment, monitoring bot-handled customer calls, intervening in real time, stopping incorrect bot responses, and continuing the interaction as the AI/bot to correct errors and complete or transfer calls as appropriate.
• Reported AI and technical issues through company reporting forms after interventions, documenting system and bot errors for review and resolution by the relevant technical teams.
• Conducted near-daily 1.5–2.5 hour new-brand AI testing sessions using RingCentral, simulating normal, complex, and frustrated customer interactions to evaluate accuracy, spiel, order flow, and AI behaviour before go-live.
• Supported onboarding and pre-launch testing for restaurant brands including Giovanni's, Simple Simon's, and Papa Romano's through menu, dashboard, and demo-store testing.
• Transitioned into AI call auditing as AI performance improved; reviewed qualifying calls from 3 assigned stores, auditing approximately 6–10 calls per day and recording AI errors with timestamps.
• Served as a Point of Contact (POC) for 2 teams comprising approximately 12–20 agents through 2024, supporting hourly productivity updates, attendance queries, MTD performance, and routine menu/database/operational questions. Supported attendance follow-ups and routine agent queries during TL absences through Slack and Microsoft Teams.
• Conducted shadow sessions and knowledge checks for new agents, answered operational and process-related questions, clarified doubts, and shared feedback with team leadership.
• Achieved World Class performance 3 times, earned Top QA of the Month multiple times, and received Slack recognition, certificates, and management appreciation.

Bachelor of Business Administration in BBA – RKDF University, Bhopal (2017 – 2020)