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Ahmad ser

@ahmadser

Support Specialist at Azm Digital who created self-service workflows deflecting over 20,000 low-complexity tickets monthly.

Jordan

Message

At Azm Digital, I handle complex technical escalations and work with development and product teams to isolate recurring system bugs. I also created automated macro responses and self-service workflows that deflected over 20,000 low-complexity tickets monthly.

At Crystel, I led cross-functional teams of over 100 agents as Contact Center Team Leader, using CRM tools and workforce schedules to support service targets. Earlier, I delivered customer support and onboarding at Crystel and served as Acting Supervisor at Dokan Al Mone.

Experience

Work history, roles, and key accomplishments

Current

Support Specialist

Current

Azm Digital

Oct 2025 - Present (1 year)

Acted as primary point of contact for complex technical escalations, performed root-cause analysis, and collaborated with development teams to reduce weekly B2B ticket volume. Spearheaded technical onboarding for corporate clients and created knowledge base content.

Zoho Desk Salesforce Freshdesk Shopify Technical Support Root Cause Analysis Customer Onboarding Knowledge Base Management Process Automation

Contact Center Team Leader

Crystel

Sep 2024 - Oct 2025 (1 year 1 month)

Led cross-functional teams of over 100 agents, managed workforce schedules, and utilized CRM tools to track customer lifecycles. Monitored KPIs, conducted training, and coordinated with 3PL teams to resolve logistics issues.

Zoho Desk Salesforce Freshdesk Workforce Management Forecasting Scheduling Real time Monitoring Excel KPI Analysis Team Leadership Coaching 3PL Support

Customer Service Representative

Crystel

Jan 2022 - Sep 2024 (2 years 8 months)

Delivered customer support via phone, email, and live chat, handled warranty and returns, and processed orders and refunds. Assisted with technical troubleshooting and consistently exceeded KPIs including AHT, CSAT, and FCR.

Customer Support CRM Troubleshooting Order Processing Refunds Returns KPI Achievement AHT CSAT FCR

Acting Supervisor

Dokan Al Mone

Jan 2019 - Sep 2021 (2 years 8 months)

Served as liaison between management and floor staff, ensured compliance with procedures, and managed staff schedules. Assisted front-line staff with customer service challenges and resolved escalated issues.

Supervision Staff Scheduling Compliance Customer Service Escalation Management