Hashim Awan
@hashimawan
Customer Service Representative driving first-contact resolution and process improvements.
What I'm looking for
I am a customer-focused Customer Service Representative with over 1.5 years of hands-on experience supporting customers across e-commerce and telecom environments. I specialize in high-volume inquiry handling and using CRM tools to improve outcomes.
I consistently achieved a 90% first-contact resolution rate and drove a 15% increase in customer satisfaction by resolving 150+ inquiries daily and optimizing processes. I implemented remote support workflows, authored CRM technical guides, and developed training materials that reduced onboarding time and average handling time.
I bring strong communication, empathy, and adaptability to fast-paced teams, and I am committed to continuous improvement and collaborative service excellence. I am eager to contribute process-improvement and training expertise to a growth-oriented BPO or customer-support organization.
Experience
Work history, roles, and key accomplishments
Customer Service Representative
Teleperformance
Aug 2024 - Oct 2024 (2 months)
Resolved 150+ customer inquiries daily via CRM, raising customer satisfaction by 15% and achieving a 90% first-contact resolution; implemented remote support processes that improved responsiveness by 25% and developed training materials that shortened onboarding by 30%.
Customer Service Executive
Digitech Call System Pvt Ltd
Jan 2024 - Aug 2024 (7 months)
Handled ~50 customer queries daily and advised 300+ clients weekly, reducing repeat queries by 20%; implemented a feedback loop analyzing 500+ interactions monthly that increased service efficiency by 15% and cut onboarding time by 25%.
Customer Care Specialist
Access Infrastructure & Telemedia Pvt Ltd
Feb 2022 - Nov 2022 (9 months)
Resolved 500+ monthly inquiries for Airtel Postpaid, improving customer satisfaction ratings by 25% and increasing first-call resolution by 20% through de-escalation and interpersonal techniques; trained peers, lifting client satisfaction by 30%.
Education
Degrees, certifications, and relevant coursework
Govt Boys Hr.Secondary School
High School, Secondary Education
2018 - 2019
Completed secondary education at Govt Boys Hr.Secondary School in Uri, Baramulla from 2018 to 2019.
Govt Degree College
Bachelor of Science, Science
Bachelor of Science studies at Govt Degree College; dates not specified.
Tech stack
Software and tools used professionally
Availability
Location
Authorized to work in
Job categories
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