Ahmed Nawaz

Onboarded merchant partners end-to-end on the Snoonu platform, delivering product training and maintaining brand consistency. Managed digital menus for hundreds of merchants, sustaining an 89% content accuracy rate against internal benchmarks while serving as the primary contact to reduce onboarding turnaround time.

Provided omnichannel support (chat, email, voice) for international US Mobile and Walmart customers, sustaining a 90% CSAT score. Managed high-volume chat queues while meeting first-contact resolution and Average Handle Time KPIs, and supported customer retention through proactive issue resolution, root-cause analysis, and structured escalation management.

Handled international customer queries across chat and email, resolving product and order-related issues with accuracy and efficiency. Applied structured troubleshooting to reduce escalations, maintained detailed ticket documentation in CRM systems, and earned promotion to Senior Product Experience Analyst within 7 months based on quality and CSAT performance.

Served as the primary escalation point and knowledge resource for a high-volume Walmart support floor. Coached agents in real time on complex customer queries, enforced process adherence to reduce repeat escalations, and maintained team quality through call audits, feedback sessions, and documentation updates.

Delivered omnichannel support (chat, email, voice) for international Walmart customers, resolving post-purchase order-related issues. Managed high-volume queues while maintaining service quality and customer satisfaction standards, and was promoted to Subject Matter Expert within 3 months based on performance and product knowledge.

Pursuing a Bachelor of Science in Business & Information Technology with coursework in Information Systems, Data Management, Business Strategy, and Emerging Technologies.

Completed Advanced Levels in IT, Business, and Urdu.