Babar ali

At Ibex Global Solutions, I supervise a remote B2B technical support team serving Paychex, managing queues, agent performance, service delivery standards, and customer escalations across global time zones.

I've built a support department from the ground up, designing intake workflows, ownership structures, KPIs, agent training, SOPs, QA rubrics, RCA/CAPA templates, and Salesforce reporting. I use dashboards to monitor case volume, aging, SLA adherence, FRT, AHT, reopen rate, and CSAT so I can intervene before service commitments are breached.

Previously at SDS–IT, I supported B2B clients on the OnShift platform, led user-issues meetings with Engineering, managed escalations, and improved support processes across phone, email, and chat. I also managed project timelines, task allocation, and cross-functional reporting as a Project Manager.

I'm focused on building calm, solution-first teams that deliver reliable customer outcomes. My experience spans agent coaching, queue governance, stakeholder coordination, knowledge-base development, and continuous improvement for international support operations.