Muhammad Nazir

At Pronto Digital, I support SaaS customers across billing, access, workflow, and product-usage issues, handling 40–60 tickets a day alongside live chat. I've sustained 98% SLA adherence and 96% CSAT through proactive, clear communication.

I reduced average resolution time by about 12% by building reusable macros, strengthening internal notes, and standardizing troubleshooting checklists. I also cut repeat contacts by about 14% by improving help-center articles with quick diagnosis sections.

I deliver engineering-ready escalations with clear reproduction steps, expected versus actual results, and environment details, reducing “needs more info” back-and-forth by about 20%. I support customers through high-stakes billing, feature-expectation, and outage cases with accurate timelines and proactive follow-up.

Previously at GiveMeDelivery, I handled 45–60 SaaS support tickets daily across email, chat, and phone. I improved first-contact resolution to about 78%, maintained 95% CSAT, and created internal guides for recurring SSO, login, invoicing, permissions, and bug issues.