Osama Anwar
@osamaanwar
Customer Support Team Lead who improved CSAT by 30% and achieved 95% first-contact resolution.
PakistanWhat I'm looking for
At Ibex, I raised CSAT scores by 30% and resolved 95% of technical and billing issues on the first contact, including during high call volumes.
At Ms Communication, I led a support team, built training programs, and ran sales initiatives that helped grow revenue by 20% year-over-year. I’m looking for a Customer Support Team Lead, CRM Specialist, or Customer Success role.
Experience
Work history, roles, and key accomplishments
Customer Support Representative
Ibex
Jul 2024 - Jan 2025 (6 months)
Raised CSAT scores by 30% through consistent, friendly, and effective service. Resolved 95% of technical and billing issues on the first contact, even during high call volumes.
Supervisor
Ms Communication
Jul 2019 - May 2021 (1 year 10 months)
Led a support team, managing daily operations and quality standards. Built training programs that improved team skills, performance, and morale, and ran sales initiatives that helped grow revenue by 20% year-over-year.
Education
Degrees, certifications, and relevant coursework
Forman Christian College (A Chartered University)
BS (Hons), Mass Communication
Pursued a BS (Hons) in Mass Communication at Forman Christian College.
Lahore Grammar School
A-Levels, General Studies
2011 - 2013
Completed A-Levels at Lahore Grammar School from 2011 to 2013.
Tech stack
Software and tools used professionally
Availability
Location
PakistanAuthorized to work in
Salary expectations
Social media
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