Muhammad Umair Shafqat
Mechanical Engineer
Lahore
Summary
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Detail-oriented team player with strong organizational skills. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
5
5
years of professional experience
8
8
years of post-secondary education
Work History
Supervisor of Operations
IBEX Global - The Resource Group
08.2021 - Current
- Supervise and lead team of 22 customer service representatives, ensuring high levels of customer satisfaction and service consistency.
- Monitor performance metrics and benchmarks, identifying areas for improvement and implementing corrective actions to meet standards.
- Handle escalated customer complaints and issues from various regions, resolving them effectively while maintaining positive customer relationships.
- Worked closely with senior leadership to define long-term operational strategies designed for scalable growth.
Customer Support Executive
IBEX Global - The Resource Group
07.2021 - 08.2021
- Improved customer satisfaction by efficiently addressing and resolving inquiries, concerns, and complaints.
- Listened to customers' questions and concerns to provide answers or responses.
- Provided excellent customer service by efficiently resolving issues and responding to inquiries.
- Managed high-stress situations effectively while maintaining calm demeanor and providing empathetic support to customers facing challenges or frustration.
- Managed over 70 customer calls per day.
Freelancer
Fiverr
08.2020 - 06.2021
- Enhanced client satisfaction by delivering high-quality work within deadlines.
- Collaborated with clients to define project requirements and deliverables.
- Managed over 5-10 Customer's Orders per day.
- Strengthened client relationships with consistent communication and timely project updates
- Analyzed user feedback to gather input and identify areas required for improvement.
- Developed effective improvement plans in alignment with goals and specifications
Maintenance Engineer
Skypower Private Limited
09.2019 - 07.2020
- Reduced downtime through efficient troubleshooting and root cause analysis of equipment failures.
- Developed preventive maintenance schedules to minimize downtime and optimize performance.
- Documented maintenance activities and confirmed compliance with relevant regulations.
- Reviewed technical documentation to complete equipment maintenance and repair.
- Managed over 20 maintenance acitvities in the plant per day.
Education
Bachelor - Mechanical Engineering
University of Engineering & Technology
Lahore 09.2015 - 07.2019
Intermediate - Engineering
Peak Solutions College
Lahore 08.2013 - 06.2015
Matriculation - Science
Lahore Foundation High School
Lahore 08.2011 - 09.2013
Skills
- Team Leadership & Development
- Performance Metrics & Benchmarking
- Conflict Resolution
- Training & Coaching
- International Customer Service Management
- Customer Feedback Analysis
- Operations Management
- Workforce Management
- MS Office
Accomplishments
- Earned the “Ibex Quarterly -Supervisor One” Award in [December,2023] for Scoring the best Customer Satisfaction Score for consecutive three months.
- Supervised team of 25 staff members.
- Process Improvement - Created new departmental procedures manual.Assessed organizational training needs.
- Won Multiple monthly Awards for achieving targets.
Languages
English
Advanced
C1
Urdu
Proficient
C2
Interests
Indoor Gaming
Snooker
Sci-Fi Movies
Travelling
Timeline
Supervisor of Operations
IBEX Global - The Resource Group
08.2021 - Current
Customer Support Executive
IBEX Global - The Resource Group
07.2021 - 08.2021
Freelancer
Fiverr
08.2020 - 06.2021
Maintenance Engineer
Skypower Private Limited
09.2019 - 07.2020
Bachelor - Mechanical Engineering
University of Engineering & Technology
09.2015 - 07.2019
Intermediate - Engineering
Peak Solutions College
08.2013 - 06.2015
Matriculation - Science
Lahore Foundation High School
08.2011 - 09.2013
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