Asif Sohaib

Delivered end-to-end customer and technical support for global Vimeo users across email, chat, and ticketing channels, ensuring smooth onboarding and seamless use of video hosting and live-streaming tools and SaaS. Resolved complex issues involving uploads, playback, encoding, privacy settings, and live-stream configuration while guiding customers through key SaaS features.

Streamlined communication channels between departments, ensuring timely resolution of customer issues and analyzed customer feedback to identify patterns, initiating changes to service offerings based on collective insights. Documented troubleshooting steps, resolutions, and recurring issues to improve the knowledge base and reduce repeat incidents.

Handled candidate job requirements through mass mailing and large volume of inbound and outbound calls daily to meet client requirements while analyzing client data and solving issues with ticket closure. Achieved and encouraged monthly sales targets by bringing revenue through customer candidature feedback via active communication and high priority issue resolution.

Produced correct and timely reports for enquiries handled and trouble tickets raised for customers with quality analysis of calls taken and on-spot chat replies. Ensured all KPIs are met on a timely basis including AHT, chat, email, calls taken, aux usage, and login hours while solving tickets through Jira.

Completed Bachelor of Commerce with a focus on Accounts and Finance.