Open to opportunities

Mohammad Faizi

@mohammadfaizi

Message

Customer service specialist focused on retention, team leadership, and improving customer loyalty.

Pakistan

Message

What I'm looking for

I am seeking a stable onsite role with long-term growth where I can lead teams, improve retention, and drive customer loyalty through excellent service.

I am a customer service and support specialist with over five years of experience in client relations, retention, and escalation management. I consistently prioritize clear communication, empathy, and timely resolution to drive customer satisfaction.

I have led and supervised teams of 20+ representatives, improving workflows and operational efficiency while maintaining high KPIs and satisfaction scores. My hands-on experience includes live chat support, multi-channel customer interactions, and handling escalations.

Throughout my roles I have delivered measurable results—reducing resolution times, increasing operational efficiency by 15%, and improving customer loyalty ratings. I also train and mentor new hires to ensure consistent service delivery and adherence to best practices.

I hold a Bachelor's in Computer Science and have pursued additional certifications in IT and data-related topics. I am seeking a stable onsite role with long-term growth potential where I can apply my retention expertise and leadership to help a company strengthen customer relationships.

Experience

Work history, roles, and key accomplishments

Current

Retention Specialist

Current

Literati Inc.

Jan 2022 - Present (4 years)

Provided live chat support to international clients, resolving inquiries promptly and improving customer satisfaction through efficient multitasking and problem-solving.

Live Chat Support Multitasking Customer Satisfaction CRM Communication Escalation Management Problem Solving Empathy

Customer Support Team Lead

Silica Inc.

Oct 2021 - Dec 2021 (2 months)

Supervised 20+ representatives, handled escalations, and improved workflows to increase operational efficiency by 15% while ensuring consistent KPI achievement.

Team Leadership Escalation Management KPI Tracking Coaching CRM Process Optimization Performance Management

Customer Service Representative

Iconic Global Systems

Aug 2021 - Oct 2021 (2 months)

Handled 50+ daily customer calls, resolved queries with a 100% reported satisfaction rate, and trained new hires on policies and best practices.

Training Customer Satisfaction CRM Mentoring Active Listening

Customer Service Representative

Global Com Synergy

May 2019 - Aug 2019 (3 months)

Resolved customer complaints efficiently, doubling customer loyalty ratings and reducing resolution time by adhering to service standards and policies.

Customer Retention Service standards CRM Communication Problem Solving Time Management

Customer Service Representative

Hello International Marketing & Solutions

Jan 2019 - Mar 2019 (2 months)

Handled customer inquiries professionally, achieving 5-star satisfaction ratings and managing multiple conversations with over 90% satisfaction.

Multichannel Support Customer Satisfaction Active Listening Empathy CRM Communication Relationship Building

Education

Degrees, certifications, and relevant coursework

Iqra University

Bachelor of Computer Science, Computer Science

2019 - 2023

Grade: 3.3 GPA

Activities and societies: Certificate in Information Technology (Computer Collegiate); Full Stack Data Analyst (Alex Freberg); Full Stack Data Scientist (Dr. Bright Makambe)

Completed a Bachelor of Computer Science with a 3.3 GPA, focusing on core computer science subjects and practical IT skills.