Hamza Asghar
@hamzaasghar
Results-driven Customer Support professional with over 5 years of experience.
PakistanWhat I'm looking for
I am a results-driven Customer Support professional with over 5 years of progressive experience in customer success, incident management, and escalations. My journey has been marked by a proven track record in managing high-value client relationships and implementing process improvements that enhance customer experience. I have a strong commitment to innovation and customer satisfaction, which drives me to deliver measurable results.
Currently, I serve as an Escalation Manager at Motive, where I spearheaded the formation of a cross-functional virtual team that improved team efficiency by 15% and reduced escalation resolution time significantly. I take pride in mentoring junior team members, leading to promotions and increased productivity. My experience also includes leading a team of 30 agents, where I achieved outstanding customer satisfaction scores and developed automated workflows that saved substantial time in support operations.
With a solid foundation in customer support management and a keen understanding of incident and escalation management, I am eager to leverage my skills in a managerial role that allows me to continue driving success and fostering a culture of continuous improvement.
Experience
Work history, roles, and key accomplishments
Escalation Manager
Motive
Oct 2023 - Present (1 year 10 months)
Spearheaded the formation of a cross-functional virtual team to optimize communication and technical action plans, improving team efficiency by 15% and reducing escalation resolution time from an average of 48 hours to 36 hours. Resolved conflicts between support and engineering teams over resource prioritization, ensuring alignment on key customer issues, which improved issue resolution speed by
Associate Manager, Tier-1 Support
Motive
Oct 2022 - Present (2 years 10 months)
Led a team of 30 agents, delivering support to enterprise clients, achieving an average First Response Time (FRT) of 8 minutes, outperforming the industry standard of 10 minutes. Facilitated conflict resolution between support agents and difficult customers, improving customer satisfaction scores (CSAT) from 85% to 92%.
Team Coordinator, Tier-1 Support
Motive
Mar 2022 - Present (3 years 5 months)
Managed Key Performance Indicators (KPIs) for the enterprise support team, increasing efficiency by 15% through detailed performance analysis and targeted coaching. Addressed critical enterprise accounts, reducing average handling time by 12% while maintaining a 95% resolution success rate.
Technical Support Specialist
Motive
Oct 2020 - Present (4 years 10 months)
Delivered technical support for the Enterprise premier queue, achieving a 97% First Contact Resolution (FCR) rate. Improved turnaround times for RMA requests by 20% through close collaboration with engineering teams.
Education
Degrees, certifications, and relevant coursework
Punjab Group of Colleges
Intermediate in Commerce & Accounting, Commerce & Accounting
Completed studies in Commerce and Accounting, gaining foundational knowledge in business principles and financial practices.
UPUniversity of Central Punjab
Bachelors in Business Administration, Business Administration
Pursued a Bachelor's degree in Business Administration, focusing on comprehensive business management and administrative skills.
Tech stack
Software and tools used professionally
Availability
Location
PakistanAuthorized to work in
Job categories
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