Eman Shafique

Customer support and Operations professional with experience across Western Union, Motive, Steer, MEDVIDI, and Amazon, combining technical expertise with team leadership. Skilled in customer service, Technical support, KPI management, and Team coaching. Progressed from frontline support to leadership roles, consistently achieving operational benchmarks and high client satisfaction. Seeking to build and lead a team delivering premium client services.

Providers Assistant at MEDVIDI (2024-06 – Present)

• Coordinated telehealth operations by managing appointment scheduling, patient communications, and provider workflows across US.
• Supported EHR documentation processes.
• Made outbound calls to patients and pharmacies, addressing concerns and ensuring compliance with HIPAA regulations.
• Monitored patient safety by tracking medication side effects, coordinating timely interventions, and managing prescription fulfillment, including switching pharmacies when needed.

Lead Supervisor at Ibex (2022-05 – 2024-06)

Promoted to Lead Supervisor during the Amazon Pakistan launch, recognized for exceptional leadership and performance as Team Lead. First Amazon Customer Service associate in Pakistan to handle launch call.

• Led onboarding, training, and performance management of new hire batches, maintaining 85%+ RAP while managing AHT and quality KPIs.
• Delivered hands-on coaching and feedback, embedding Amazon Leadership Principles—Customer Obsession and Ownership—into daily operations.
• Partnered with WFM, QA, and Operations to exceed service levels and contributed to the first COA award for the LHE site.

Technical Support Representative at Steer (2021-09 – 2022-05)

Provided technical customer support for Steer and AutoOps, SaaS platforms offering online scheduling solutions for auto repair shops, diagnosing and resolving software, system, and integration issues.

• Delivered efficient multi-channel support (phone, chat, email) while collaborating with internal teams to ensure timely resolution and high client satisfaction.

Technical Support Representative at Motive (2021-03 – 2021-09)

Delivered multi-channel technical support for Motive's platform, resolving issues related to ELDs, driver apps, fleet dashboards, GPS devices, and hardware with 90%+ customer satisfaction.

• Troubleshot software and hardware issues efficiently, escalating complex cases to Tier 2 teams.
• Supported customers with billing, payments, invoicing, and product orders, including card setup, payment processing, extensions, and cable selection for trucks.

Supervisor Escalation Desk at Ibex (2020-06 – 2021-03)

• Facilitated direct client interactions to maintain company stability.
• Resolved complex issues beyond frontline capabilities. Addressed customer complaints to enhance satisfaction. Strived for resolution to guarantee issue settlement.
• Maximized customer experience through proactive measures. Escalated cases to tier 2 team when necessary.

Agent Support Representative at Ibex (2020-02 – 2020-06)

Provided extensive support to North American clients via phone and email for financial transactions. Achieved promotion from CSR to ASR within one month due to demonstrated capabilities.

• Managed high call volume, averaging 100 calls daily across diverse ethnic backgrounds in US and Canada.
• Excelled in critical performance indicators, including Average Handling Time (AHT) and First Issue Resolution (FIR).

A'Levels in Business, Sociology, Economics, Urdu – Private (2023-11)