Muhammad Hamza Afzal

Handles customer support and complex cases, manages high-priority escalations, and maintains 95%+ performance across key KPIs including AHT, FCR, CSAT, and TPH. Supports team performance through knowledge sharing and process improvements.

Provides dropshipping services on Amazon.

Managed high-priority and time-sensitive customer cases, handled complex escalations involving trip disputes and safety concerns, and coordinated with internal teams for timely resolutions.

Provided customer support to Walmart customers through voice channels, assisting with orders, deliveries, returns, and account issues while maintaining high service quality.

Offered design services across branding, social media, print, and digital media, managing projects end-to-end from concept to delivery using Adobe Photoshop and Illustrator.

Coordinated daily workforce deployment and scheduling across multiple sites, managed rosters and shift changes, and prepared operational reports to support efficiency and compliance.

Provided customer support for Uber riders, handling trip issues, fare adjustments, lost items, payments, and account concerns with empathy and a solution-focused approach.

Internship at Pakistan Television Corporation Limited.

Internship at WAPDA.

Learned about E-commerce and how business is done through Retail Arbitrage.

Completed a Virtual Assistant program focused on Amazon.

Pursued a Bachelor of Engineering in Electrical and Electronics Engineering.

Completed the Foundations of Project Management certification.

Completed the Online Arbitrage certification.

Registered as an Electrical Engineer.

Completed the Amazon VA/FFL certification.