Mateen Ahmad
@mateenahmad
Customer Support Team Lead specializing in chat, voice, and email operations, delivering high CSAT/NPS in fast-paced teams.
PakistanWhat I'm looking for
I’m a CS Operations Team Lead / CS Team Lead with 5+ years delivering chat, voice, and email support across fintech, food delivery, and sales. I consistently exceeded CSAT and NPS targets by managing complex escalations, coordinating solutions within SLA, and improving customer retention through empathy and active listening.
I lead and grow support teams through onboarding, coaching, 1:1s, QA sessions, and real-time monitoring, using data like NPS analysis and QA feedback to identify recurring issues and process gaps. I’m experienced with Zendesk, Salesforce, and other CRMs to run high-volume operations while maintaining clear documentation and high-quality multi-channel support.
Experience
Work history, roles, and key accomplishments
Led and coached a customer support team, managing complex escalations across chat, email, and voice while meeting CSAT and NPS targets through 1:1s, QA sessions, and real-time monitoring.
Telesales Representative
Direct Energy
Aug 2020 - May 2022 (1 year 9 months)
Handled outbound and inbound B2C sales calls to promote energy and solar solutions, generating and qualifying leads to meet sales targets while maintaining accurate CRM records and call logs.
Customer Care Executive
Talabat.com
Provided premium multi-channel support (chat and email), resolving order, payment, and account issues while coordinating with riders and restaurant partners to maintain CSAT and SLA targets.
Education
Degrees, certifications, and relevant coursework
University of Management and Technology
Bachelor of Science in Computer Science, Computer Science
2022 - 2025
Pursued a BS in Computer Science at the University of Management and Technology in Lahore from 2022 to 2025.
Tech stack
Software and tools used professionally
Availability
Location
PakistanAuthorized to work in
Job categories
Skills
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