Muhammed Mirzad Hamzappa

I’m a results-driven Customer Support Associate with 7+ years of experience delivering accurate, rapid support and effective escalation. I’m known for resolving client issues within agreed timelines while maintaining strong service standards and customer satisfaction.

At Ooredoo (Starlink), I handle customer complaints for products, services, and program benefits, manage ticket handling and follow-ups, and troubleshoot issues across multiple digital channels. I support customers through WhatsApp, Facebook, Twitter (X), Live Chat, and Email, using tools like D365 and Siebel CRM to diagnose problems and escalate cases when needed.

I consistently meet and exceed monthly KPIs and SLAs, improving operational efficiency through workflow optimization and faster resolution. I also built strong customer relationships that drive repeat business, and I’ve contributed to higher CSAT scores and been recognized under the Rewards & Recognition (R&R) program. Previously at Concentrix Daksh Services, I reviewed Google Play Store applications and monitored user-generated content to ensure compliance with policies, regulations, and quality standards.