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Ahmed Ashfaq

@ahmedashfaq

Customer support specialist at Yango and Bazaar Technologies who resolved payment escalations and tier-2 and tier-3 complaints.

Pakistan

Message

At Yango, I managed inbound chat queues for passengers and drivers, resolving technical, transit, and payment issues. I exceeded CSAT, AHT, and First Contact Resolution targets while logging cases in internal CRM and ticketing systems.

At Bazaar Technologies, I resolved tier-2 and tier-3 complaints and validated customer orders, maintaining 100% SLA adherence. I also worked with logistics, fulfillment, and tech teams to address recurring complaints and operational bottlenecks.

At Ibex Global Pvt. Ltd., I supported JazzCash customers with mobile wallet transactions, digital payments, and account verification. I performed KYC checks and escalated suspected fraud and phishing activity; earlier, at Versus Pvt. Ltd., I managed campaign lifecycles and supervised field execution teams.

Experience

Work history, roles, and key accomplishments

Chat Support Specialist

Yango

Feb 2026 - Aug 2026 (6 months)

Managed omni-channel inbound chat queues, delivering real-time support to passengers and drivers. Resolved technical and transit issues and handled payment-related escalations while exceeding target KPIs.

CRM Ticketing Systems CSAT AHT First Contact Resolutions Escalation Management Payment Verification

Complaint Resolution Executive & Order Validator

Bazaar Technologies

Mar 2025 - Feb 2026 (11 months)

Resolved high-volume tier-2 and tier-3 complaints through structured root-cause analysis, sustaining top-tier CSAT. Validated customer orders and analyzed complaint trend data to improve case-prevention strategy.

Root Cause Analysis CSAT SLA Compliance CRM Order Validation Data Analysis Cross functional Coordination

Chat Support Specialist (Inbound)

Bazaar Technologies

Aug 2023 - Feb 2025 (1 year 6 months)

Provided real-time technical troubleshooting for app-related issues, maintaining strong FCR, AHT, and CSAT scores. Coordinated with fulfillment teams to resolve last-mile delivery discrepancies.

Technical Troubleshooting CRM AI Assisted Ticketing FCR AHT CSAT Coordination

Customer Support Executive

Ibex Global Pvt. Ltd.

Apr 2022 - Aug 2023 (1 year 4 months)

Supported high-volume fintech inquiries for mobile wallet transactions, digital payments, and account verification. Executed KYC verification protocols and identified suspected fraud and phishing activity.

KYC Verification AML Compliance Fraud Detection Digital Payments CRM Cross Selling

Project Manager

Versus Pvt. Ltd.

Jul 2021 - Feb 2022 (7 months)

Directed end-to-end campaign lifecycles from kickoff through deployment, aligning deliverables with budget and scope. Led cross-functional teams and served as primary liaison for client brands.

Project Management Campaign Management Budgeting Cross functional Leadership Stakeholder Management

Team Supervisor

Versus Pvt. Ltd.

Jan 2021 - Jul 2021 (6 months)

Supervised field execution teams to ensure on-ground campaign delivery met client SLAs and quality standards. Analyzed campaign performance data to inform ROI-improvement recommendations.

Team Supervision SLA Compliance Performance Analysis Quality Assurance

Brand Ambassador

Versus Pvt. Ltd.

Jul 2020 - Dec 2020 (5 months)

Represented client brands during product launches, driving market awareness through live demonstrations. Exceeded daily sales and lead-generation targets through persuasive on-site consumer engagement.

Brand Representation Sales Lead Generation Consumer Engagement