Muhammad Shakir Ali

• I currently serve as a Quality Auditor, responsible for evaluating and auditing customer interactions across various channels, including chat, phone calls, and social media. My role involves analyzing these interactions to generate valuable insights into customer satisfaction and agent performance. I compile detailed reports, such as Weekly Business Reports (WBR) and Monthly Business Reports (MBR), which are presented to clients to provide actionable feedback for improving service quality and optimizing operations
• I was promoted to Workforce Manager, where my primary responsibility was to oversee and allocate agents based on a heat map provided by the client. This role involved optimizing staffing levels and ensuring that operations ran smoothly and efficiently. By analyzing data and anticipating demand, I worked to maintain a high level of service quality and operational effectiveness.
• I worked as a customer support agent for Uber Eats, where I managed inquiries and resolved issues related to delivery partners, restaurants, and consumers. My responsibilities included addressing concerns, providing solutions, and ensuring a seamless experience for all parties involved. I was committed to delivering high-quality support and maintaining strong relationships with both our partners and customers.

I began working as a sales representative at DGS, specializing in selling DIRECTV and AT&T services. In this role, I engage with potential customers, present our offerings, and tailor solutions to meet their specific needs. My goal was to provide excellent customer service while driving sales and helping customers find the best entertainment and communication options.