Open to opportunities

Hamza Khalid

@hamzakhalid4

Message

Customer support professional with 7+ years helping U.S. B2B/B2C clients resolve issues, improve CSAT, and lead teams.

Pakistan

Message

What I'm looking for

I want to support U.S. customers in fast-paced, SLA-driven environments—resolving escalations, improving CSAT, and strengthening retention. I’m especially excited to use CRM/ticketing tools and operations systems while growing toward team leadership.

I’m a customer support professional with 7+ years of experience serving U.S.-based clients across B2B and B2C environments, handling inbound/outbound calls, live chat, and email support. I focus on customer retention, complaint resolution, and efficient escalation management in fast-paced, target-driven, SLA-based conditions.

In my current role as a Customer Service Representative (Screener) at AMG Technologies, I act as the first point of contact for customer inquiries by phone and email. I maintain detailed CRM records, flag issues before escalation through active listening and attention to detail, and route requests to drive strong customer satisfaction (CSAT).

Previously, I worked as a Senior Dispatcher and Dispatcher/Client Service Representative, coordinating real-time scheduling with GPS tracking and dispatch software while minimizing delays and resolving service issues. I also led B2B customer sales teams as a Team Lead—monitoring KPIs, coaching call quality, ensuring SLA compliance, and managing client accounts end-to-end through retention and escalation handling.

Experience

Work history, roles, and key accomplishments

Current

Customer Service Representative

Current

AMG Technologies

Jan 2024 - Present (2 years 6 months)

Serves as the first point of contact for customer inquiries via phone and email, screening and routing requests to resolve issues and maintain CSAT. Maintains detailed interaction records in CRM systems for quality assurance and compliance and flags issues before escalation.

Customer Support Inbound Calls Email Support CRM Systems Quality Assurance & Compliance Active Listening Escalation Management

Senior Dispatcher

Cross Town Cars

Jan 2023 - Jan 2024 (1 year)

Coordinated real-time driver assignments and trip scheduling using GPS tracking and dispatch software. Acted as the liaison between drivers and customers, resolving service issues, rerouting vehicles to minimize delays, and maintaining trip and payment logs in a 24/7 environment.

Dispatch Operations GPS Customer Liaison Call Center Operations Logging

Dispatcher / Client Service Rep

AH Airport Taxi

Jan 2021 - Jan 2023 (2 years)

Managed inbound bookings and dispatched vehicles to support on-time pickups and reliable service. Resolved client concerns in real time while balancing operational constraints to improve repeat-customer relationships.

Customer Service Inbound Dispatch Operations On Time Pickup Management Client Relationship Management Complaint Resolution

Team Lead, Customer Sales Rep

Aspirant Technologies

Jan 2019 - Jan 2021 (2 years)

Led a team of customer sales representatives supporting U.S.-based B2B clients, monitoring KPIs, call quality, and SLA compliance. Trained and mentored new hires, managed client accounts end-to-end through complaint resolution, escalation handling, and retention.

Team Leadership KPIs Call Quality Monitoring SLA Mentoring Customer Retention Escalation Management Complaint Resolution

Verifier, Customer Sales Rep

Mind Storm Communication

Jan 2018 - Jan 2019 (1 year)

Verified customer orders and account details for U.S. B2C clients to ensure accuracy and compliance with company policy. Communicated with customers to confirm details and resolve discrepancies prior to order processing.

Order Confirmation Customer Communications Data Entry & Compliance Customer Support B2C

Customer Sales Specialist

Global Hire Pakistan

Jan 2017 - Jan 2018 (1 year)

Handled inbound and outbound customer calls for U.S. clients, driving sales while maintaining service quality. Built foundational skills in customer communication, objection handling, and CRM data entry.

Inbound Calls Outbound Calling Sales Support Customer Communications Objection Handling CRM Data Entry Customer Service