Open to opportunities

Shahzaib khan

@shahzaibkhan2

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Dynamic software engineer with expertise in customer support and AI solutions.

Pakistan

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What I'm looking for

I am looking for a role that allows me to leverage my technical expertise in a collaborative environment, focusing on customer support and AI-driven solutions.

I am a dynamic and detail-oriented Software Engineering professional with over 7 years of experience in customer support, quality assurance, and AI-augmented technical support. My proficiency in resolving complex technical issues and enhancing AI-driven solutions has allowed me to optimize software testing processes effectively. I have a proven track record of improving efficiency and customer satisfaction, which I am eager to leverage in my next role.

Currently, I serve as a Customer Technical Support Engineer at Crossover, where I manage support for over 100 enterprise software products. My role involves analyzing escalated support tickets and contributing to the continuous improvement of AI-generated solutions. Previously, I worked as a Customer Support Specialist and Sales Lead at Motive, where I delivered top-tier customer support and improved communication strategies that reduced issue resolution time by 20%.

Experience

Work history, roles, and key accomplishments

Current

Customer Technical Support Engineer

Current

Crossover (Trilogy)

Sep 2023 - Present (2 years)

Managed support for over 100 enterprise software products, leveraging AI tools to enhance customer support efficiency and resolve complex technical issues. Analyzed and resolved escalated support tickets, contributing to continuous improvement of AI-generated solutions through detailed feedback and model fine-tuning.

AI Tools Customer Support Technical Support SaaS Troubleshooting Model Fine Tuning Enterprise Software

Customer Support Specialist / Sales Lead

Motive

Sep 2020 - Present (5 years)

Delivered top-tier customer support via phone, email, and chat, resolving issues at first contact and achieving high satisfaction scores. Improved communication strategies, reducing issue resolution time by 20% and enhancing customer loyalty.

Customer Support Sales Lead Communication Strategy Training Knowledge Management Test Automation CI CD Pipelines

Software Testing Specialist

NETSOL Technologies Inc.

May 2018 - Present (7 years 4 months)

Developed and maintained automated test scripts, enhancing software quality for financial applications. Collaborated on test planning and strategy, executing scripts and managing test environments within CI/CD pipelines.

Automated Testing Software Quality Assurance Test Planning Test Strategy CI CD Pipelines Defect identification Scalability Performance Testing

Medical Billing Specialist

Medmax Technologies (Pvt.) Ltd.

Feb 2016 - Present (9 years 7 months)

Managed claims processing by resolving an average of 40 claims denials daily, consistently meeting the KPI of 5 claims per hour, ensuring timely reimbursements and maintaining a high level of accuracy. Posted patient and insurance payments with precision, ensuring financial data integrity and compliance with organizational standards.