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Ahsan Soomro

@ahsansoomro

I lead customer support operations, improving service quality, customer experience, and team performance across fast-paced platforms.

Pakistan

Message

I'm leading an 8-member customer support team at eZhire, improving service quality and resolving delivery, pickup, billing, and subscription escalations for an on-demand car rental platform across the UAE. I monitor SLA, response time, and CSAT while partnering with Operations, Fleet, Dispatch, and Product teams to prevent recurring issues.

Previously, I managed 40+ customer success specialists at Ibex Pakistan supporting Foodpanda, surpassed response-rate SLA goals, and introduced fraud-process changes to improve client satisfaction. I've also led book publishing support for North American clients at Intersys and supported BPO quality assurance at SWVL Pakistan.

Experience

Work history, roles, and key accomplishments

Current

Associate Manager – Customer Support/Experience

Current

eZhire

Jan 2025 - Present (1 year 8 months)

Leading an 8-member customer support team for a car rental platform, overseeing end-to-end customer experience and resolving escalations. Monitoring key metrics and collaborating with cross-functional teams to improve service delivery.

Customer Support Operations Management SLA CSAT Team Leadership Coaching Performance Reviews Process Improvement

Team Lead – Book Publishing and Support

Intersys Ltd.

May 2023 - Jan 2025 (1 year 8 months)

Engaged with clients in the USA and Canada, guiding them through account creation and book publishing on platforms like Amazon Kindle Direct Publishing. Implemented client retention strategies and collaborated with internal teams to enhance client experience.

client support Kindle Direct Publishing Account Management Communication Skills Retention Strategy Collaboration

Operations & Customer Service Lead

Ibex Pakistan

Jul 2019 - May 2023 (3 years 10 months)

Managed a team of 40+ customer success specialists, exceeding SLA goals and coordinating with process improvement. Implemented strategies to achieve business goals and trained staff on customer service and project applications.

Operations Management Customer Service Team Management SLA QA Process Improvement Training CRM

Senior Quality Assurance Associate

SWVL Pakistan

Monitored BPO QA performance across chats, calls, and emails, and introduced behavioral PIP. Maintained quality assurance documentation and trained employees on technology and quality standards.

Quality Assurance BPO Monitoring Documentation Training Continuous Improvement