azen ali

I’m a customer-focused and analytical Technical Support professional with nearly 3 years of experience in international BPO operations. I handle multi-channel customer engagement and complex issue resolution with a strong emphasis on accuracy and speed.

As a Senior Associate (Subject Matter Expert), I support complex UK-based customer queries—covering technical account, billing, and system configurations. I serve as an escalation point and SME, using SOP-driven diagnosis and knowledge bases to deliver clear, root-cause-based assessments and resolution.

I consistently meet and exceed strict KPIs, including Average Handling Time (AHT), Quality Assurance benchmarks, and Customer Satisfaction (CSAT) targets. I also analyze team performance data to generate actionable insights for workflow optimization and service quality improvements, while maintaining 90%+ QA benchmarks.

I’m exceptionally familiar with Google Workspace productivity tools and I’m fully committed to clearing the Google Workspace Administrator Certification before Go-Live. Alongside hands-on Google Workspace work (Gmail, Drive, Docs, Sheets, Calendar, Meet, and more), I bring basic ITIL methodology and a structured, incident-focused approach to support lifecycles.