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Firoz Pasta

@firozpasta

Customer Service Manager at Express Kitchens who created a service ticket system focused on first-contact resolution.

At Express Kitchens, I created a service ticket system for customer issues, with a focus on first-contact resolution and minimal escalation. I also resolved escalated cases by diagnosing root causes and implementing process fixes.

I designed kitchen layouts for US clients using 20-20 Design and handled order processing and installation scheduling. Earlier, at Vopak CRL Terminals Pvt. Ltd., I operated a PSA nitrogen generation system and implemented monitoring protocols to reduce unplanned downtime.

Experience

Work history, roles, and key accomplishments

Current

Customer Service Manager

Current

Express Kitchens

Jan 2019 - Present (7 years 9 months)

Built and led a team of 8+ agents across the US and Philippines handling customer calls. Engineered a service ticket system and resolved complex escalated cases by diagnosing root causes and deploying permanent process fixes.

Ticket Management Team Leadership Escalation Resolution Customer Experience Process Improvement 2020 Design Training and Development Cross Functional Collaboration

Shift Team Leader - Operations

Ambaji & Sunshine Terminal

Jan 2017 - Dec 2017 (11 months)

Directed shift operations for liquid cargo import, coordinating ship-to-tank transfers with zero safety incidents. Managed chemical import/export shipments and full tank farm area operations under tight regulatory compliance.

Operations Management Safety Compliance Ship To Tank Transfers Chemical Handling Regulatory Compliance

Operations Technician

Vopak CRL Terminals Pvt. Ltd.

Jan 2013 - Dec 2017 (4 years 11 months)

Operated a 2,000 Nm³/Hr, 96% Purity PSA Nitrogen Generation System, maintaining uninterrupted plant supply. Implemented proactive monitoring protocols, reducing unplanned downtime across the nitrogen generation plant.

Nitrogen Generation Plant Operations Monitoring Protocols Downtime Reduction Tank Cleaning Cargo Quality Compliance

Quality Analyst

AMW (Asia Motor Works)

Jan 2013 - Dec 2013 (11 months)

Inspected vehicle body components to zero-defect standards using Vernier calipers, micrometers, and dial gauges. Maintained detailed safety checklists and audit-ready inspection records at all times.

Quality Assurance Inspections Vernier Caliper Micrometers Dial Gauge Measurement Checklists