Muhmmad Kamran Sial

Audited and evaluated customer interactions across various channels, including calls, chats, and emails. Coached technical support engineers to enhance their performance and identified quality gaps, recommending corrective actions.

Assisted franchises with a wide range of IT-related issues, including Windows, Office 365, printers, and scanners. Maintained detailed records of customer interactions and issues, coordinating with other departments to ensure timely resolution.

Established and implemented comprehensive Quality Assurance processes for the customer service department. Designed robust QA frameworks to significantly improve service quality and overall team performance.

Monitored support team communications across calls, chats, and emails to ensure adherence to quality standards. Advised and coached team leads and support representatives to maintain high QA standards and supported floor operations in the absence of managers.

Provided direct technical support to customers through various channels including calls, chats, and emails. Maintained detailed issue tracking logs and coordinated cross-departmental resolutions, while also training new support representatives.

Completed a Bachelor of Arts degree, gaining foundational knowledge in various subjects. This program provided a broad educational background.

Obtained the Higher Secondary School Certificate from the Federal Board. This certification prepared for higher education.

Achieved the Secondary School Certificate from the Federal Board. This foundational certificate marked the completion of secondary education.