Open to opportunities

Rizwan Abbas

@rizwanabbas

Senior Customer Experience & Operations Manager specializing in CRM-driven automation and multi-channel support optimization.

Pakistan

Message

What I'm looking for

I’m looking for remote, onsite, or hybrid roles where I can lead multi-channel customer support, improve CSAT/SLA outcomes, and apply CRM-driven automation and analytics to build scalable service operations—open to international opportunities and global time zones.

I’m a Customer Experience & Operations leader with 14+ years of experience across BPO, manufacturing, fintech, and retail. I specialize in managing multi-channel support operations, leading distributed teams, and aligning service delivery to global standards.

In my current role, I drive measurable customer outcomes—achieving 98% CSAT, reducing customer resolution time by 30%, and improving customer retention by 15% through automation, data analytics, and performance management. I also improved First Contact Resolution (FCR), reduced complaint volume by 20%, and increased team productivity by reducing AHT by 10% with targeted training and quality assurance.

I combine CRM and systems expertise (Salesforce, Zendesk, GoHighLevel) with analytics (Power BI, Microsoft Excel) and process optimization to manage the end-to-end ticket lifecycle and reduce backlog. I’ve also designed AI-driven automation (chatbots and ChatGPT workflows) to improve response efficiency, and I’m comfortable supporting remote, onsite, or hybrid operations.

Experience

Work history, roles, and key accomplishments

Current

Customer Services Manager & Automation

Current

Master Group of Industries

Jan 2014 - Present (12 years 6 months)

Led multi-channel customer support operations (calls, chat, email, social) and oversaw distributed teams to maintain high SLA compliance and achieve 98% CSAT. Reduced customer resolution time by 30% and complaint volume by 20% through automation, escalation frameworks, and CRM/workflow optimization, including AI-driven chatbot and ChatGPT workflow implementations.

Excel Customer Support Management Escalation Handling SLA Management Ticket Lifecycle Management Workflow Automation Salesforce Zendesk Chatbot Workflows Power BI Data Analysis Reporting Performance Monitoring Quality Assurance Workforce Management Training & Coaching Workforce Optimization

Sales Executive

Raja Jee Associates

Jan 2013 - Jan 2014 (1 year)

Researched real estate market trends and used property listing data to optimize inventory and increase property inquiries. Negotiated and closed 10+ high-value deals and promoted listings via online platforms and print to drive inquiry and revenue growth.

Inventory Management Negotiation Deal Closing Zameen.Com OLX Revenue Growth Sales Performance

Property Consultant

Chohan Estate

Jan 2012 - Present (14 years 6 months)

Analyzed client requirements and delivered property recommendations using market analysis and valuation tools to improve inquiry-to-deal conversion. Managed property marketing across Zameen.com, OLX, social media, and print, and supported 100+ monthly walk-in clients through viewings and follow-ups.

Requirements Analysis Market Analysis Valuation Property Marketing Zameen.Com OLX Social Media Marketing Lead Qualification Customer Experience Support

Tele Sales Representative

Margo Securities

Jan 2012 - Present (14 years 6 months)

Sold investment security options (equities and mutual funds) to 20+ clients monthly using targeted cold-calling and consultative sales. Managed international client relationships across time zones and ran the full sales cycle using Salesforce CRM while ensuring documentation compliance.

Cold Calling Consultative Sales Mutual Funds Sales International Clients Salesforce CRM Lead Qualification Sales Cycle Management