Muhammad Khaqan
Rawalpindi
Summary
My role as Senior Customer Service Representative has been pivotal in refining support processes and enhancing customer satisfaction. With a Bachelor's degree in Computer Science from Foundation University Islamabad, I've been able to leverage my technical expertise to conduct root cause analyses and implement preventive measures, ensuring our customers have reliable access to mental health services. My commitment to delivering exceptional support is demonstrated through my adept use of tools like Freshdesk and Jira Service Desk. This, combined with a collaborative approach, has contributed to the development of an efficient CRM system and the optimization of issue resolution workflows. Our team consistently achieves high customer retention, thanks to these streamlined support experiences.
Overview
2
2
years of professional experience
Work History
Customer Operations Specialist
TalentPop
06.2024 - Current
- Oversaw customer payment accounts, subscriptions, and handled order-related tasks across various Shopify stores
- Provided efficient customer support via email using the Gorgias ticket management system
- Managed client inventory through ShipBob and coordinated with the warehouse team to address product shortages
- Conducted live calls to guide customers, resolve issues, and de-escalate challenging situations effectively
- Managed customer subscriptions using Ordergroove, ensuring smooth renewals and adjustments.
Senior Customer Service Representative
MEDvidi
05.2022 - 07.2024
- Providing timely and effective technical support to customers via various communication channels (phone, email, chat) with a focus on issue resolution and customer satisfaction
- Documenting and tracking customer interactions, issues, and resolutions in a ticketing system or CRM software
- Contributing to the development and improvement of support processes, tools, and knowledge base resources to enhance the overall customer support experience
- Conducting thorough root cause analysis of technical problems and implementing preventive measures to minimize future occurrences.
Education
Bachelor's degree - Computer Science
Foundation University Islamabad (FUI)
06.2020
A Level - undefined
Beaconhouse
06.2016
Skills
- Customer service excellence
- Ticket management
- Salesforce
- Live chat support
- Incoming Call Management
- Analytical Skills
- Problem-solving abilities
- Client Relations
- Service Upselling
- CRM Software
- Customer Retention
Currentjob
Customer Operations Specialist, Talentpop, Islāmābād, Pakistan, 06/01/24, Present, 3 months
Tools
- Salesforce
- Jira
- Zendesk
- DocuSign
- Gorgias
- Intercom
- Adobe PDF Editor
- Ytel
- CRM
Timeline
Customer Operations Specialist
TalentPop
06.2024 - Current
Senior Customer Service Representative
MEDvidi
05.2022 - 07.2024
Bachelor's degree - Computer Science
Foundation University Islamabad (FUI)
A Level - undefined
Beaconhouse
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