# Muhammad Umer

Muhammad Umer is a remote worker on Himalayas, Operations Team Lead at BreakThru|Blazeo, based in Pakistan.

Source: https://himalayas.app/@muhammadumer34

```text
I lead SLA-driven customer support operations and build workflow automations.
```

| Detail | Value |
| --- | --- |
| Availability | Looking for a job |
| Location | Pakistan |
| Authorized to work in | Pakistan |
| Salary expectations | 40k+ USD |
| Job categories | Operations Team Lead, Customer Support Manager, Customer Service, Chat Support Representative, Automation Specialist |
| Skills | Customer Service, Live Chat, Client Communication, Customer inquiry handling, Service Request Processing, Issue Resolution, Escalation Management, Customer Follow up, Customer Documentation, Written Communication, Response Time Management, SLA Monitoring, KPI Monitoring, Customer Satisfaction, Quality monitoring, CRM Systems, Remote Customer Support, Cross functional Coordination, Google Apps Script, Google Sheets, Excel, Zapier, Make.Com, N8n, Gmail, Google Calendar, AI Agents, Operational Reporting, Process Automation, Team Leadership, Coaching |

## What I'm looking for

```text
I'm looking for a role where I can lead SLA-driven customer support operations, improve service quality and customer outcomes, collaborate across teams, and build automations that reduce manual work and strengthen operational reporting.
```

## About

```text
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

### Operations Team Lead (current)

BreakThru|Blazeo. Oct 2025 - Present

```text
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.
```

Skills: Operations-Management, Escalation-Management, Quality-monitoring, KPI-Monitoring, Team-Leadership, Cross-functional-Coordination

### Chat Support Representative / Retainer Specialist

BreakThru|Blazeo. Dec 2021 - Oct 2025

```text
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.
```

Skills: Live-Chat, Customer-Service, Issue-Resolution, Escalation-Management, CRM-Systems, Multitasking, Written-Communication, KPI-Monitoring

### Customer Service Representative

Pakistan International Airlines. Jan 2021 - Oct 2021

```text
Handled high-volume customer inquiries via phone, email, and live chat at PIA Contact Center, maintaining professional service standards and accurate record keeping.
```

Skills: Customer-Service, Phone-Support, Email-Support, Live-Chat, Record-keeping

## Education

### Dawood University of Engineering & Technology

Bachelor of Electronic Engineering, Electronic Engineering. Grade: 3.51 / 4.0

```text
Pursued a Bachelor of Electronic Engineering, achieving a GPA of 3.51 out of 4.0.
```

## Tech stack

- Gmail
- Google Sheets
- Microsoft Excel
- Zapier
- N8N

To contact Muhammad, message them from this profile with a Himalayas employer account: [Hire on Himalayas](https://himalayas.app/hire).

## People also viewed

- [syed arqam](https://himalayas.app/@syedarqam): Operations Manager, Lite Solutions
- [Muhammad Moazam](https://himalayas.app/@sheikhansari): Project Manager, Virtual Global Networks
- [Mohammad Faizi](https://himalayas.app/@mohammadfaizi): Retention Specialist, Literati Inc.
- [Ab Rauf](https://himalayas.app/@abrauf): Project & Ops Coordinator, Wyzan
- [Mateen Ahmad](https://himalayas.app/@mateenahmad): Customer Support Team Lead, Revolut Bank
- [Ali Raza](https://himalayas.app/@aliraza50): Customer Support Associate, Mindbridge
- [Raza Shafique](https://himalayas.app/@razashafique): Assistant Operations Manager, All Service Financial (TurboDebt)
- [Ahsan Khan](https://himalayas.app/@ahsankhan8): Internet Service Representative, Blazeo
- [Amir Hussain](https://himalayas.app/@amirhussain3): LiveChat Team Manager, TurboDebt
- [Qadeer Khan](https://himalayas.app/@qadeerkhan): Senior Team Lead, Breakthru