Muhammad Hassan Akhtar
Customer Support Executive
Lahore
Summary
Dynamic Shift Lead at Mindbridge with a proven track record in enhancing customer satisfaction and operational efficiency. Expert in coaching and mentoring teams, achieving a 10% increase in CSAT scores. Proficient in Salesforce and Excel, driving performance through effective team supervision and strategic process improvements.
Overview
3
3
years of professional experience
3
3
Languages
Work History
Shift Lead
Mindbridge
09.2022 - Current
- Directed daily shift operations, managing real-time queues, service levels (SLAs), and team productivity to consistently meet or exceed key performance indicators (KPIs) in a 24/7 support cycle.
- Expertly handled and resolved escalated customer complaints, technical issues, and critical service disruptions, turning potential dissatisfaction into positive outcomes.
- Provided ongoing coaching, performance feedback, and training to team members, significantly contributing to a [quantifiable improvement, 10% increase in team's customer satisfaction (CSAT) scores] and a [30% reduction in average handling time (AHT)] lowest of all time in whole LOB.
- Identified critical areas for operational enhancement, worked directly with the client's quality team to create customer and business friendly SOPs and chat protocols that improved efficiency and customer experience.
- Trained and mentored new employees to maximize team performance.
- Conducted regular quality assurance checks on customer interactions, ensuring adherence to company policies, compliance regulations, and service excellence standards.
Education
Bachelor of Science - Biotechnology
Superior University
Lahore, Punjab 05.2001 -
F.sc - Pre-Medical
Government College Township
Lahore, Punjab 05.2001 -
Matriculation -
Government High School Township
Lahore, Punjab 05.2001 -
Skills
- Customer service expertise
- Team motivation
- Coaching and mentoring
- Team supervision
- Time Management
- Ticketing System [Salesforce, Herocare]
- Microsoft Excel
- Microsoft Word
Timeline
Shift Lead
Mindbridge
09.2022 - Current
Bachelor of Science - Biotechnology
Superior University
05.2001 -
F.sc - Pre-Medical
Government College Township
05.2001 -
Matriculation -
Government High School Township
05.2001 -
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