Muhammad Umer
@muhammadumer34
I lead SLA-driven customer support operations and build workflow automations.
PakistanWhat I'm looking for
At BreakThru|Blazeo, I progressed from Chat Support Representative and Retainer Specialist to Operations Team Lead, supporting high-volume customer service operations for international clients.
I handle escalated customer and operational cases, monitor quality, response performance, attendance, schedule adherence, and KPIs, and coordinate with HR, QA, Training, IT, and Workforce Management. I also coach support representatives and provide policy guidance.
Alongside customer support, I build automations for leave management, attendance and compliance tracking, operational reporting, and AI-powered WhatsApp appointment scheduling using Google Apps Script, Google Sheets, n8n, and Google Calendar.
Experience
Work history, roles, and key accomplishments
Operations Team Lead
BreakThru|Blazeo
Oct 2025 - Present (11 months)
Support daily customer service operations in a high-volume, SLA-driven environment. Handle escalated cases, monitor service quality and KPIs, and coordinate with internal teams.
Chat Support Representative / Retainer Specialist
BreakThru|Blazeo
Dec 2021 - Oct 2025 (3 years 10 months)
Provided high-volume customer support through live chat, SMS, and web channels for international clients. Handled customer inquiries, resolved issues, and maintained accurate records while meeting KPIs.
Customer Service Representative
Pakistan International Airlines
Jan 2021 - Oct 2021 (9 months)
Handled high-volume customer inquiries via phone, email, and live chat at PIA Contact Center, maintaining professional service standards and accurate record keeping.
Education
Degrees, certifications, and relevant coursework
Dawood University of Engineering & Technology
Bachelor of Electronic Engineering, Electronic Engineering
Grade: 3.51 / 4.0
Pursued a Bachelor of Electronic Engineering, achieving a GPA of 3.51 out of 4.0.
Tech stack
Software and tools used professionally
Availability
Location
PakistanAuthorized to work in
Salary expectations
Job categories
Skills
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