Open to opportunities

Fahad Qazi

@fahadqazi

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Customer service professional with 5 years in SaaS and e-commerce.

Pakistan

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What I'm looking for

I am looking for a role that allows me to leverage my customer service expertise while providing opportunities for growth and development in a supportive company culture.

I am a dedicated customer service professional with over five years of experience in the customer service industry, specializing in SaaS, e-commerce, and software/technical support. My journey began as a customer support executive in a US-based company, where I quickly excelled and was promoted to subject matter expert within eight months due to my strong product knowledge and exceptional customer handling skills.

Currently, I serve as a Customer Support Representative at Crescendo.ai, where I manage the entire customer support operation, ensuring high levels of customer satisfaction and operational efficiency. My proactive approach and meticulous attention to detail have significantly improved our bot services. I am passionate about providing top-notch customer support and continuously seek opportunities to enhance my skills and contribute to my team's success.

Experience

Work history, roles, and key accomplishments

Current

Customer Support Representative

Current

Crescendo.ai

Feb 2024 - Present (1 year 4 months)

Managed customer support operations, handling escalations for bot-related issues, reviewing bot performance, and ensuring optimal functionality. Conducted quality assurance processes and provided live chat support to enhance customer satisfaction.

Customer Support Quality Assurance Bot Management Live Chat Support Customer Satisfaction Communication Skills Problem Solving

Customer Sales Representative

Lanera

Sep 2023 - Jan 2024 (4 months)

Managed customer support for an e-commerce store, addressing customer inquiries and complaints through various channels. Contributed to customer acquisition and maintained positive relationships.

Customer Support Sales Management Complaint Handling Relationship Management Communication Skills Problem Solving Customer Acquisition Email Support

Customer Success Manager

DUPR

Jul 2022 - Jul 2023 (1 year)

Led customer support initiatives for a software company, utilizing command line knowledge to design an admin panel and improve support processes. Focused on delivering exceptional customer service.

Customer Success Command Line Admin Panel Design Process Improvement Zendesk Jira Microsoft Office Basecamp Communication Skills

Customer Support Representative

iHerb

Nov 2019 - Jul 2022 (2 years 8 months)

Handled email support and live chats, promoted to subject matter expert for refunds. Recognized as one of the top agents for outstanding performance in customer service.

Email Support Live Chat Support Customer Service Communication Skills Problem Solving Complaint Handling

Education

Degrees, certifications, and relevant coursework

Bahria University Islamabad

Bachelor of Business Administration (Hons), Human Resources

2015 - 2019

Completed a Bachelor of Business Administration with Honors, focusing on Human Resources. Developed skills in management, organizational behavior, and strategic HR practices.