SAMI UR-REHMAN
@samiur-rehman
I improve trust, safety, quality, and customer support operations across high-volume global markets.
PakistanWhat I'm looking for
I've supported Pakistan and global markets at ByteDance Malaysia, managing quality audits, case reviews, appeals, escalations, content analysis, and operational reporting. I achieved 0% appeal expiry through prioritization, tracking, SLA/TAT management, and timely resolution.
Across Lenovo and Singtel, I've resolved customer technical issues involving broadband, networks, hardware, software, devices, and connectivity through phone, email, chat, and remote-support channels. I focus on clear customer guidance, First Call Resolution, accurate case records, and service quality in high-volume environments.
I've also driven consumer sales and renewals for Singtel, earning multiple Top Sales Performer and Top Performer awards. I bring experience in trend analysis, root-cause insights, calibration, KPI monitoring, and cross-functional collaboration.
Experience
Work history, roles, and key accomplishments
Managed quality assurance, case management, escalations, and content analysis for Pakistan and global markets. Achieved 0% appeal expiry through effective case prioritization and SLA/TAT management.
Provided technical support and troubleshooting for Lenovo devices across the Australia and New Zealand market. Diagnosed and resolved hardware, software, and network connectivity issues.
Managed high-volume inbound telesales for Singtel consumer services, including mobile plans, broadband, and TV. Generated revenue through new sales, renewals, and upselling.
Provided first-level technical support for Singtel residential services including broadband and TV. Diagnosed and resolved connectivity and configuration issues.
Education
Degrees, certifications, and relevant coursework
University of Central Punjab
Master of Science, Computer Science
2000 - 2003
Master of Science in Computer Science from the University of Central Punjab, Pakistan, from 2000 to 2003.
University of the Punjab
Bachelor of Science, Physics and Mathematics
1997 - 1999
Bachelor of Science with a double major in Physics and Mathematics from the University of the Punjab, Pakistan, from 1997 to 1999.
Tech stack
Software and tools used professionally
Availability
Location
PakistanAuthorized to work in
Salary expectations
Social media
Job categories
Skills
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