Customer Support Specialist
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Customer-focused support professional with hands-on experience resolving technical and non-technical issues across live chat, email, and phone in fast-paced SaaS and telecom environments. Skilled at bridging customers with cross-functional teams, tracking and escalating incidents to SLA, and translating complex information into clear, easy-to-follow guidance for non-technical audiences. Brings added experience supervising new-hire batches and auditing customer interactions as a Quality Reviewer, alongside a proven record of improving resolution time, CSAT, and customer retention through structured troubleshooting, KPI reporting, and consistent follow-up.
Comfortable working with international clients across time zones, and eager to bring strong verbal/written communication and a customer-first mindset to a high-volume support role.
Senior Product Experience Analyst May 2025 – Present
US Mobile — Lahore, Pakistan
● Supervised and mentored 3 batches of new hires, guiding onboarding and day-to-day performance to ensure consistent service quality from day one.
● Worked in parallel as a Customer Experience Quality Reviewer, auditing customer interactions against quality standards and providing structured feedback to improve team performance.
● Serve as the bridge between customers and 5+ internal departments, coordinating issue resolution and improving average resolution time by 20%.
● Design and implement a customer experience (CX) strategy spanning all touchpoints, contributing to a 15%
increase in customer retention.
● Partner with cross-functional teams to optimize support processes, product feedback loops, and tooling, driving a
25% increase in CSAT.
● Analyze customer feedback and support/survey data to identify recurring pain points, implementing fixes that reduced complaint volume by 30%.
● Monitor 500+ customer interactions monthly to ensure consistent, human-centered service aligned with brand and quality standards.
Associate Manager Jul 2024 – May 2025
Robiz Solutions — Lahore, Pakistan
● Supervised and coached a team of 6+ executives, ensuring effective task delegation and 95% on-time delivery across projects.
● Acted as primary point of contact for 8+ international clients, managing communication and escalations to achieve a 20% improvement in satisfaction scores.
● Oversaw end-to-end execution of 15+ projects and campaigns, streamlining workflows and cutting turnaround time by 25%.
● Delivered personalized, high-touch customer communication that contributed to a 30% increase in repeat client engagement.
● Tracked performance using KPIs and produced weekly reports, recommending data-driven improvements to team efficiency
Bachelor of Science (Hons), Business Administration Sep 2020 – Sep 2024
COMSATS University Islamabad, Lahore Campus, Pakistan — Final Grade: 3.52/4.0
Relevant coursework: Management, Organizational Behavior, Strategic Management, Corporate Governance, Research
Intermediate in Computer Science Sep 2017 – Oct 2019
Govt. Islamia College Civil Lines, Lahore, Pakistan — Final Grade: A
