Muhammad Waseem Ijaz
@muhammadwaseemijaz1
Customer service team lead driving CSAT, AHT and process improvements.
PakistanWhat I'm looking for
I am a customer-support leader with 4+ years of hands-on experience improving CSAT, AHT and SLA performance across high-volume support operations.
I have managed and coached teams, handled escalations, and run daily client meetings to align priorities and ensure ticket quality using tools like Zendesk, JIRA, Apollo and Slack.
My background includes frontline CSR work, escalation desk responsibilities, and recognition for supervisory performance, alongside project coordination experience supporting ADB-related programs.
I bring strong analytical skills, a coaching mindset, and practical experience with WordPress, Microsoft Office, Google Docs, and CRM/ticketing workflows to deliver measurable customer satisfaction and operational excellence.
Experience
Work history, roles, and key accomplishments
Team Lead
Abacus Outsourcing
Jun 2025 - Present (3 months)
Manage a team of Customer Service Representatives to ensure timely ticket resolution, maintain queue health, and enforce ticket quality to meet SLAs and client requirements.
Team Coach
IBEX Global Solutions (Private) Limited
Aug 2024 - Jun 2025 (10 months)
Provided coaching and guidance to improve agent performance, monitored KPIs such as CSAT, AHT and shrinkage, and reviewed interactions to drive continuous improvement.
Acting Team Lead
IBEX Global Solutions (Private) Limited
May 2023 - Aug 2024 (1 year 3 months)
Managed a customer support team, maintained CSAT and AHT targets, and received the IBEX One Supervisor's Award twice for excellent quarterly performance.
Escalation Desk Representative
IBEX Global Solutions (Private) Limited
Aug 2022 - May 2023 (9 months)
Handled escalated customer concerns via chat, resolved complex issues to improve customer satisfaction, and developed strong problem-solving and conflict-resolution skills.
Customer Service Representative
IBEX Global Solutions (Private) Limited
Nov 2021 - Aug 2022 (9 months)
Provided high-quality customer support, consistently ranked among top performers, earned consecutive R&R bonuses and maintained overall CSAT above 88%.
Project Coordinator
Tractebel Engie GmbH
Jan 2021 - Oct 2021 (9 months)
Coordinated activities for the Punjab Intermediate Cities Improvement Investment Programme (PICIIP) under ADB supervision, organizing meetings, taking minutes, and collecting required departmental data.
Telesales Representative
Inbound Agency
Feb 2020 - Sep 2020 (7 months)
Targeted US business owners to pitch website optimization and SEO services, maintained lead data in CRM, and ensured timely follow-ups to drive sales.
Telesales Representative
Wixdek IT
Nov 2017 - Sep 2019 (1 year 10 months)
Cold-called UK business owners to sell Google Ads and SEO services, maintained and tracked leads using Excel to improve conversion pipeline.
Education
Degrees, certifications, and relevant coursework
BMBahauddin Zakariya University, Multan
Master of Science, Economics
2019 - 2021
Completed a Master of Science in Economics with coursework and research conducted at the School of Economics from October 2019 to July 2021.
ULUniversity of the Punjab, Lahore
Bachelor of Commerce, Information Technology
2017 - 2019
Completed a Bachelor of Commerce in Information Technology from October 2017 to August 2019.
PAF College Sargodha
F.Sc., Pre-Engineering
2015 - 2017
Completed F.Sc. (Pre-Engineering) program from July 2015 to July 2017 with focus on foundational engineering and science subjects.
Availability
Location
PakistanAuthorized to work in
Job categories
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