Looking for a job

Saad Alam

@saadalam1

Customer service Team Leader at Ibex Pakistan handling escalations and coaching 20 agents while maintaining accurate customer records and orders.

Pakistan

Message

What I'm looking for

I’m looking for a full-time remote customer service and order processing role.

At Ibex Pakistan, I lead about 20 agents on live customer support, coach call quality, and handle escalated cases through to closure. I use Salesforce and Slack to keep customer records and orders accurate.

Before becoming Team Leader, I took inbound calls for a warranty client, SquareTrade, verified customer and product details before claims, and maintained 90–100% CSAT with 91–92% QA scores. At Snoonu, I handled close to 200 escalated tickets per day while managing a team of 18. I’m looking for a full-time remote customer service and order processing role.

Experience

Work history, roles, and key accomplishments

Current

Team Leader

Current

Ibex Pakistan

Jan 2026 - Present (10 months)

Lead about 20 agents on live customer support, handling escalations and reviewing QA scorecards to improve call quality. Work in Salesforce and Slack to keep customer records and orders accurate.

Salesforce Slack Coaching Performance Monitoring Escalation Handling QA Customer Support

Technical Service Representative

Ibex Pakistan

Jan 2025 - Jan 2026 (1 year)

Took inbound calls for a warranty client (SquareTrade), verified customer and product details before claims, and maintained high CSAT and QA scores. Focused on first-call resolution.

Inbound Calls Customer Verification Claims Processing Product Knowledge CSAT QA First Call Resolution

Escalation Manager

Snoonu

Apr 2024 - Oct 2024 (6 months)

Handled close to 200 escalated tickets per day while managing a team of 18. Worked through complaints and order problems with customers and internal teams, maintaining professional and fast responses.

Escalation Management Team Management Customer Complaint Management Order Processing Communication Skills