Open to opportunities

Ab Rauf

@abrauf

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Customer Support & Technical Operations Specialist turning SLA-driven insights into fast, reliable workflows.

Pakistan

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What I'm looking for

I’m looking for a remote-first team where I can own SLA-driven customer support and incident escalation, use JIRA/Genesys tools to troubleshoot Tier 1/2 issues, and improve workflows through clear documentation and real-time operational reporting.

I’m a Customer Support & Technical Operations Specialist with over 5 years of experience delivering enterprise-scale support for international clients, including Fortune 500 partners. I’ve built strong outcomes around high-volume operations—managing 200+ personnel across 80+ sites and maintaining a 98% CSAT—while owning the full incident lifecycle with SLA-focused discipline.

I thrive in SLA management and Tier 1/2 troubleshooting, using tools like JIRA, ClickUp, and Genesys Cloud to turn complex operational data into streamlined, high-performance workflows for remote-first organizations. In my current role as a Project & Operations Coordinator (Dispatch), I act as a primary escalation point and improve resolution times through structured ticket handling, real-time diagnostics, and clear operational reporting.

Experience

Work history, roles, and key accomplishments

Current

Project & Ops Coordinator

Current

Wyzan

Aug 2025 - Present (10 months)

Managed field operations for 200+ personnel across 80+ active sites, ensuring 100% service coverage and SLA compliance. Reduced average resolution time by 20% by acting as a primary escalation point and using structured ticket handling and real-time diagnostics.

Real Time Diagnostics Workforce Scheduling Jira ClickUp Genesys Cloud Client Communication Escalations SLA Management

Customer Support Specialist

Pixako Technologies Pvt. Ltd.

Provided Tier 1 and Tier 2 technical support for Flow clients via chat, phone, and email, resolving connectivity, billing, and app-related issues end-to-end. Achieved 98% CSAT and high FCR by performing real-time diagnostics in tools like Genesys Cloud and JIRA and escalating complex cases to technical teams.

Tier 1 Support SLA Management Incident Management Jira Genesys Cloud CRM Systems Billing Support

Student Counselor & App Lead

MalishaEdu

Guided 100+ students through scholarship and international admission applications by managing end-to-end workflows, document preparation, and follow-ups. Supervised and trained a 5+ person team to improve client communication, service quality, and application outcomes.

document preparation Client Communication Team Leadership Stakeholder Management Training