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Qadeer Khan

@qadeerkhan

Senior Team Lead at Breakthru automating inbound chat operations with Google Sheets and Apps Script.

At Breakthru, I lead inbound sales and service representative teams across shifts, balancing live chat volume with staffing to maintain service levels and floor coverage.

I design and maintain Google Sheets and Apps Script automations for leave tracking, attendance syncing, working-hours calculations, and chat review assignments. I also build daily shift reports and agent strength dashboards for management.

Before becoming Senior Team Lead, I progressed from Inbound Sales/Service Representative to Team Lead at Breakthru. At Cenit.Inc, I handled customer interactions and escalated complaints, and at Mgs Travel & Tours, I supported customers with travel reservations.

Experience

Work history, roles, and key accomplishments

Current

Senior Team Lead

Current

Breakthru

Jan 2026 - Present (9 months)

Leads inbound chat teams for the US market, managing floor operations, staffing, and KPI reporting. Designed Google Sheets and Apps Script automations for attendance, leave tracking, and shift reporting.

Google Sheets Google Apps Script Power BI Tableau SQL Workforce Management KPI Reporting Team Leadership

Team Lead

Breakthru

Jan 2023 - Jan 2026 (3 years)

Monitored live chat volume and agent capacity, managed attendance and scheduling, and maintained operational logs and KPIs. Ran day-to-day floor management and supported team readiness.

Chat Monitoring Workforce Management KPI Reporting Floor Management Team Leadership

Inbound Sales/Service Representative

Breakthru

Jan 2021 - Jan 2023 (2 years)

Handled customer chats about products and services for the US market while meeting productivity and quality standards. Improved customer retention through strong communication and proactive solutions.

Customer Service Communication Skills Problem Solving Retention

Customer Service Representative

Cenit.Inc

Jan 2019 - Jan 2022 (3 years)

Handled high-volume customer interactions with professionalism and efficiency. Resolved escalated complaints with empathy, maintaining high customer satisfaction.

Customer Service Issue Resolution Escalation Handling Empathy

Customer Service Officer

Mgs Travel & Tours

Jan 2017 - Jan 2019 (2 years)

Supported customers by phone, email, and in person, ensuring high satisfaction. Managed flight, hotel, and car rental reservations and advised customers on travel options.

Customer Service Reservations Travel Consulting Time Management