Kazim Naqvi
@kazimnaqvi
Customer service supervisor with expertise in conflict resolution.
PakistanWhat I'm looking for
I am currently an On-Floor Supervisor at IBEX, where I lead a team of customer service agents in handling complex and escalated concerns. My role involves addressing high-pressure situations and ensuring swift resolutions for our customers. I take pride in collaborating with cross-functional teams to implement process improvements that enhance the overall customer experience.
Previously, I served as a Chat Specialist, providing real-time support and consistently meeting key performance indicators. My experience includes processing warranty claims and maintaining clear communication with customers to ensure their satisfaction. I am dedicated to delivering top-tier service and fostering a positive team environment.
Experience
Work history, roles, and key accomplishments
On-Floor Supervisor
IBEX
Aug 2024 - Present (11 months)
Currently working as a Rapid Action Deployment (RAD), handling complex and escalated concerns from chat agents. Address high-pressure situations, dealing directly with escalated customers to ensure swift and satisfactory resolutions.
Chat Specialist
IBEX
Aug 2023 - Jul 2024 (11 months)
Provided real-time customer support through chat, resolving a high volume of inquiries related to product warranties, claims, and troubleshooting. Maintained a high level of accuracy and attention to detail while handling multiple chat interactions concurrently.
Universal Claim Specialist
IBEX
Jun 2023 - Aug 2023 (2 months)
Processed warranty claims for various products, ensuring thorough documentation and timely resolution. Collaborated with internal departments to investigate and resolve complex claims.
Education
Degrees, certifications, and relevant coursework
THE MILLENNIUM UNIVERSAL COLLEGE
Higher National Diploma, Business
Currently pursuing a Higher National Diploma in Business. This program focuses on developing essential business skills and knowledge.
THE MILLENNIUM UNIVERSAL COLLEGE
A-level, General Studies
Completed A-level studies, gaining advanced knowledge in various subjects. This period focused on preparing for higher education.
THE MILLENNIUM UNIVERSAL COLLEGE
O-level, General Studies
Completed O-level studies, establishing foundational knowledge across a range of subjects. This period focused on core academic development.
Tech stack
Software and tools used professionally
Availability
Location
PakistanAuthorized to work in
Job categories
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