Open to opportunities

Awais Akram

@awaisakram1

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Customer Support & CX Specialist building scalable ticketing operations and driving 99/100 quality and 95%+ CSAT.

Pakistan

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What I'm looking for

I’m looking for a CX/support leadership role where I can run ticketing and SLA-driven operations, apply escalation workflows and QA, and scale teams with measurable KPIs—so we deliver consistently high CSAT, strong quality, and sustainable performance growth.

I’m a Customer Support & CX Specialist with 10+ years of experience across ride-hailing, Forex trading, consultancy, and high-volume BPO environments. I consistently deliver 99/100 Quality scores, 95%+ CSAT, and 18+ TPH throughput across 5,000+ monthly support actions—while leading 100+ agent teams and generating $100K+ monthly revenue.

At Yango Group—YRide Pak, I resolve 5,000+ driver and rider support actions monthly using Admin 2.0 and AFS, maintaining 99/100 Quality and 4.3/5 CSAT through accurate categorisation, policy compliance, and macro-based escalation workflows for complex cases. I also author Pakistan-specific operational reference documents to reduce handling time and errors, collaborate cross-functionally across multi-channel communications, and sustain a 100/100 Discipline score.

Experience

Work history, roles, and key accomplishments

Current

Customer Support Specialist

Current

Yango Group

May 2026 - Present (1 month)

Resolved 5,000+ driver and rider support actions monthly while maintaining 99/100 Quality, 4.3/5 CSAT, and 18+ TPH throughput with accurate categorisation and policy compliance. Built and maintained Pakistan-specific operational references and applied macro-based escalation workflows for complex incidents.

CSAT Quality Assurance Root Cause Analysis Documentation Management

Student Counselor & Head

HSI Consultants Pvt Ltd

May 2025 - May 2026 (1 year)

Delivered end-to-end advisory for 50+ students, achieving 50%+ conversion through personalised, profile-driven guidance. Managed documentation workflows across 100+ service partners with 100% compliance and expanded the client service network 3× via partnerships with 100+ providers.

Student Counseling Consultative Selling Client Onboarding Partnership Development Conversion Optimization Stakeholder Management Relationship Management

Customer Support & Retention

Smart Resources & Callify Pvt Ltd

Mar 2022 - Apr 2025 (3 years 1 month)

Converted 50%+ inbound leads into active funded clients via structured walkthroughs, objection handling, and guided account verification. Promoted to Retention within 12 months, re-engaged lapsed clients, and generated $100K+ monthly revenue across the acquisition-to-retention pipeline while earning Employee of the Month 12 times.

Lead Conversion Objection Handling Verification Customer Retention Consultative Selling Revenue Growth Live Customer Sessions KPI Tracking

Operations & Customer Service Manager

Shaheen Gasoline Services

Oct 2019 - Feb 2022 (2 years 4 months)

Reduced service delays by 25% through re-engineering daily operations, supervision protocols, and inventory controls for a 20+ person team. Achieved 100% compliance across operational and safety audits through staff training focused on service excellence and customer-first protocols.

Operations Management Team Supervision Process Improvement Compliance Management Safety Training Customer Service Operations Audit Readiness

CSR Team Lead & Floor Supervisor

Call Bridge BPO

Jul 2014 - Sep 2019 (5 years 2 months)

Supervised 100+ agents across four campaign floors, maintained AHT below 5 minutes, and reduced escalation rates by 30% through real-time coaching and structured QA reviews. Redesigned escalation workflows to cut complaint resolution time by 30%, improving CSAT quarter-over-quarter and increasing team productivity by 20%.

Team Management Workforce Management & QA Coaching AHT Optimization