Looking for a job

Hamza Bin Abid

@hamzabinabid1

Customer Experience Executive at ACE Money Transfer, where I improved team resolution time by 22% through CRM enhancements and SOP redesigns.

Pakistan

Message

At ACE Money Transfer, I handle complex and escalated customer queries across voice, chat, and digital channels, sustaining personal CSAT above 90%. I received the Call of Fame award for best customer handling in 2024 and 2025.

I designed onboarding programs that prepared 20+ agents for live interactions and delivered daily training needs analysis sessions and targeted refreshers. This coaching helped improve team FCR by 18% and reduce AHT to 5 minutes 20 seconds.

I oversaw implementation of an AI-powered assistant for customer queries and restructured the internal ticket management system, reducing agent query flux by 30% on first deployment. CRM enhancements and SOP redesigns reduced average team resolution time by 22%, while FRT optimizations brought response time under 60 seconds.

Earlier, I trained students and faculty in IT and digital tools at The City School, built CRM-integrated lead generation systems at Hani Real Estate, and managed e-commerce client portfolios at eMARS Pro.

Experience

Work history, roles, and key accomplishments

Current

Customer Experience Executive

Current

ACE Money Transfer

Jan 2023 - Present (3 years 9 months)

Managed complex and escalated customer queries across voice and chat, maintaining CSAT above 90%. Coached 20+ agents, improved team FCR by 18%, and reduced resolution time by 22% through CRM and SOP improvements.

Customer Query Resolution Live Chat and Voice Support CRM Salesforce Odoo Zendesk Agent Coaching Training Needs Analysis SLA Design Stakeholder Management AI Tooling Product Testing BRD Authoring UAT Root Cause Analysis Process Improvement Data Driven Reporting

IT Lab Assistant

The City School

Jan 2021 - Jan 2023 (2 years)

Trained 300+ students and 50+ faculty in IT and digital tools, improving system uptime by 25% and reducing IT incidents by 30% through proactive maintenance.

IT Training Digital Tools System Maintenance proactive maintenance

IT Developer

Hani Real Estate

Jan 2018 - Jan 2021 (3 years)

Built CRM-integrated lead generation systems delivering 7 to 9 additional qualified leads per month and grew web traffic by 13% through targeted digital marketing.

CRM Integration Lead Generation Digital Marketing Web Traffic Growth

VA Account Manager

eMARS Pro

Jan 2017 - Jan 2018 (1 year)

Managed key client portfolios on e-commerce platforms, overseeing product listings, pricing strategies, promotions, and client relationship management.

Client Portfolio Management ECommerce Platforms Product Listing Pricing Strategies Promotion Customer Relationship Management