INSHAAL ALI
Team Lead, Professional Services
LAHORE
Summary
I've always been a people person. I would like to work in an environment that values my independence and work life balance.
I'm a highly disciplined, efficient and responsible individual. Smart and well presented with a pleasant and cheerful disposition and excellent communication skills.
I am well organized and capable of working independently to obtain a challenging opening that would earn advancement for both personal and professional growth.
Overview
10
10
years of professional experience
22
22
years of post-secondary education
3
3
Languages
Work History
Quality Efficiency Executive
SUPPORT SOLUTIONS HUB
01.2025 - Current
- As a Quality & Efficiency Executive for a taxi booking campaign, I was responsible for ensuring operational excellence by monitoring, analyzing, and optimizing the quality of customer interactions. My role involved evaluating agent performance, maintaining compliance with service-level agreements (SLAs), and implementing process improvements to enhance overall efficiency.
- Developed comprehensive documentation, maintaining accurate records of quality control results and actions taken.
- Provided training to new hires on quality control procedures, fostering a culture of excellence within the team.
- Trained and coached existing and new employees on multiple investigative case types and internal control processes.
Urgent Support Specialist
YANGO
10.2023 - 12.2024
- Worked as an Urgent Support Specialist at Yango, providing swift and effective resolutions to customer inquiries in high-pressure scenarios
- Managed real-time support requests, ensuring a high level of customer satisfaction and adherence to service standards
Technical Support Specialist
TRANSDATA
06.2022 - 09.2023
- Worked as a Technical Support Specialist, providing efficient troubleshooting and resolution of technical issues
- Ensured prompt customer assistance, maintained high satisfaction levels, and utilized various tools to diagnose and resolve complex problems
Team Lead
MINDBRIDGE
03.2016 - 06.2022
- Served as a Team Lead, overseeing daily operations, guiding team members, and ensuring the achievement of performance goals
- Facilitated collaboration, resolved challenges, and maintained high standards of productivity and quality
Technical Sales and Support Specialist
ABACUS CONSULTING
12.2014 - 01.2016
- Worked as a Call Support Agent, handling customer inquiries, resolving issues efficiently, and providing accurate information
- Ensured a positive customer experience through effective communication and problem-solving
Education
High School - Computer Science
Cathedral
Lahore, Punjab, Pakistan01-2011
Electronics
Pak Polytechnic College
Lahore, Punjab, Pakistan 04.2001 - 01.2014
Bachelor - Operations Management
Virtual University
Lahore, Punjab, Pakistan 04.2001 -
Skills
- Adaptability
- Ability to work under pressure
- Decision-making
- Customer service
- Communication
- Time Management
- Analytic Thinking
- Problem Solving
- Team Management
Accomplishments
- Top NPS award by Michael Foley (CEO Telenor)
- Certificate on success from Abacus Consulting
- Customer experience award from Abacus Consulting
- High Performer award from Mindbridge
- Team lead of the Month award from Mindbridge
Characteristics Skills
- Adaptability and ability to work under pressure
- Great decision-making instincts
- Friendly, courteous, and service oriented
- Excellent Communicator
- Time Management
- Analytic Thinker
- Problem Solver
- Detailed Oriented
Timeline
Quality Efficiency Executive
SUPPORT SOLUTIONS HUB
01.2025 - Current
Urgent Support Specialist
YANGO
10.2023 - 12.2024
Technical Support Specialist
TRANSDATA
06.2022 - 09.2023
Team Lead
MINDBRIDGE
03.2016 - 06.2022
Technical Sales and Support Specialist
ABACUS CONSULTING
12.2014 - 01.2016
Electronics
Pak Polytechnic College
04.2001 - 01.2014
Bachelor - Operations Management
Virtual University
04.2001 -
High School - Computer Science
Cathedral
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