ROSHAAN CH
@roshaanch
Customer support operations manager delivering 95%+ CSAT for U.S. telecom customers remotely.
PakistanWhat I'm looking for
I’m a Remote Customer Support & Operations Manager with 9+ years supporting a U.S.-based telecommunications provider from Pakistan, Value Wireless. I’ve built a track record of sustaining CSAT above 95% and improving first-call resolution by 25% through coaching, process redesign, and performance monitoring.
Now I lead a remote team of 12 customer support agents, owning workforce scheduling, KPI reporting, escalations management, and SOP/training development across U.S. business hours. I partner cross-functionally with billing, technical, and product teams to resolve complex issues, maintain quality and compliance, and deliver seamless end-to-end customer experiences.
Experience
Work history, roles, and key accomplishments
Remote Customer Support & Ops Manager
Value Wireless
Jan 2017 - Present (9 years 6 months)
Remote Customer Support & Operations Manager supporting a U.S. telecommunications provider, delivering end-to-end customer support across phone, email, and live chat. Lead and coach a remote team of 12 agents, manage workforce scheduling and KPIs, sustain CSAT above 95%, and improved first-call resolution by 25%.
Education
Degrees, certifications, and relevant coursework
University of Central Punjab
Bachelor of Business Administration, Business Administration
Earned a Bachelor of Business Administration (BBA) from the University of Central Punjab in Lahore, Pakistan, graduating in 2016.
Tech stack
Software and tools used professionally
Availability
Location
PakistanAuthorized to work in
Job categories
Skills
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