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Hamza Bin Abid

@hamzabinabid

I improve customer experience operations through training, CRM systems, process redesign, and high-sensitivity customer support.

Pakistan

Message

What I'm looking for

I'm looking to improve customer experience through training, CRM and process development, data-driven reporting, and customer-focused operational improvements.

At ACE Money Transfer, I progressed from Customer Service Representative to CX Specialist, leading agent training, CRM enhancements, SOP redesigns, and AI chatbot development. My work raised first-contact resolution by 18%, reduced average resolution time by 22%, and brought response times below 60 seconds.

I combine hands-on support across voice, chat, and digital channels with practical systems improvement. Earlier roles in IT support, CRM-integrated lead generation, and e-commerce account management strengthened my ability to translate operational needs into better tools, processes, and customer outcomes.

Experience

Work history, roles, and key accomplishments

Current

CX Specialist (Development and Training)

Current

ACE Money Transfer

Mar 2025 - Present (1 year 6 months)

Promoted from Customer Service Representative to lead agent training and development, designing onboarding programs for 20+ agents and improving team FCR by 18%. Directed CRM enhancements and SOP redesigns that cut resolution time by 22% and reduced agent query flux by 30%.

Onboarding TNA FCR AI Chatbot Development Escalation Handling BRD Authoring UAT Root Cause Analysis