Mubashir Mahesar
Customer Success Professional
Karachi
Summary
Customer Success Specialist with 2+ years of experience in customer support and quality assurance within the BPO industry. Skilled in delivering high-quality service, resolving complex issues with a strong foundation in performance monitoring, compliance, and process improvement. Developed expertise in customer relationship management within fast-paced, client-focused environment. Proficient in conflict resolution and data analysis, ensuring customer satisfaction and retention. Seeking to apply these transferable skills to new field, contributing to organizational success.
Overview
3
3
years of professional experience
4
4
years of post-secondary education
3
3
Certificates
Work History
Customer Success Specialist
IBEX Global
02.2025 - Current
- Increased customer satisfaction by addressing concerns and providing tailored solutions for their needs.
- Enhanced team collaboration, sharing best practices and working together to resolve complex issues.
- Recognized as top performer, consistently meeting or exceeding key performance metrics for the department.
Quality Assurance Specialist
rex D
11.2024 - 02.2025
- Monitored customer interactions across multiple channels to ensure quality, compliance, and adherence to brand voice and policies.
- Provided actionable, real-time feedback to agents to improve customer satisfaction and service consistency.
- Identified gaps in process, systems, or agent performance and recommended training or workflow adjustments.
- Partnered with Operations and Training to improve service delivery and reduce variance through regular calibration sessions.
Quality Advisor
ibex. Pakistan
09.2023 - 11.2024
- Developed the QA processes, Evaluations & Audit mechanism in an Auto Sales Program at ibex.
- Developed and created training materials & conducted sales trainings.
- Identified areas for improvement and developed strategies to ensure the gaps are met.
Customer Service Executive
ibex. Pakistan
09.2022 - 09.2023
- Handled complex customer queries via live chat with empathy and accuracy, maintaining high customer satisfaction scores.
- Customer satisfaction
- Managed multiple concurrent chats, ensuring timely resolution and a seamless customer experience.
- Flagged and escalated fraud risks and policy violations, contributing to safer transaction environments.
Education
BS - Criminology
University of Sindh
Skills
Quality assurance expertise
Efficiency enhancement
Compliance Monitoring and Policy Enforcement
Analytical Judgment in High-Pressure Situations
Certification
Google Project Management: Specialization, Google, 2023
Timeline
Customer Success Specialist
IBEX Global
02.2025 - Current
Quality Assurance Specialist
rex D
11.2024 - 02.2025
Quality Advisor
ibex. Pakistan
09.2023 - 11.2024
Customer Service Executive
ibex. Pakistan
09.2022 - 09.2023
BS - Criminology
University of Sindh