MSMirza Sami
@mirzasami
Results-driven customer support professional with a focus on leadership.
PakistanWhat I'm looking for
I am a results-driven customer support professional with over 4 years of experience in delivering exceptional service in remote SaaS and LMS environments. I have a proven track record of maintaining a 4.5/5 client satisfaction score and resolving thousands of support tickets via Freshdesk, improving resolution times by 25%. My expertise includes supporting the Cornerstone On Demand (CSOD) LMS platform, where I handle backend troubleshooting and learner access issues, ensuring a seamless user experience.
In my current role as a Senior Customer Service Representative at BrainX Technologies, I have successfully managed over 5,000 tickets and chats, designed custom landing pages, and collaborated with development teams to enhance user experience. I am passionate about mentoring and have created onboarding documents to improve training consistency for new support agents. I am now seeking a remote-first role in customer support leadership or technical support with a customer success focus.
Experience
Work history, roles, and key accomplishments
Peer Trainer & Mentor
BrainX
Jan 2023 - Present (2 years 6 months)
Mentored junior CSRs in Freshdesk, customer interaction, and LMS processes. Created onboarding documents to improve training and support consistency.
Customer Support Process & Knowledge Base Development
BrainX
Jan 2021 - Present (4 years 6 months)
Created SOPs for Freshdesk, response templates, reporting flows, and internal documentation. Contributed to 25% improvement in average resolution time through process optimization.
Senior Customer Service Representative
BrainX Technologies
Nov 2020 - Present (4 years 8 months)
Delivered remote support to clients including AdvanceNetLabs, BGCA, and IYF, handling over 5,000+ tickets and chats via Freshdesk with a 4.5-star average satisfaction rating. Supported Cornerstone On Demand (CSOD) LMS platform: backend troubleshooting, learner access issues, and system configuration.
LMS Support – IYF & AdvanceNetLabs
BrainX
Jan 2021 - May 2025 (4 years 4 months)
Provided full LMS support across user journeys: ticket handling, live chat, backend bug resolution, and course access support. Helped reduce escalations by introducing preventive documentation and quick resolution SOPs.
Education
Degrees, certifications, and relevant coursework
Comsats Institute of Information and Technology
Bachelor of Science, Science
Completed a Bachelor of Science degree at Comsats Institute of Information and Technology. The curriculum provided a strong foundation in scientific principles and methodologies.
Punjab College
High School Diploma, ICS
Grade: 75.27%
Obtained an ICS High School Diploma from Punjab College. Focused on a curriculum that prepared for further studies.
Jadeed Dastagir Ideal High School
Matriculation, Science
Grade: 82.38%
Completed Matriculation with a focus on Science at Jadeed Dastagir Ideal High School. Achieved a strong academic performance in scientific subjects.
Tech stack
Software and tools used professionally
Availability
Location
PakistanAuthorized to work in
Job categories
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