Open to opportunities

Sheeraz Ali

@sheerazali

Operations & monitoring professional specializing in customer support escalations, SLA compliance, and incident resolution.

India

Message

What I'm looking for

I’m looking for a fast-paced operations and customer support role where I can own SLA-compliant workflow monitoring, manage complex escalations, respond to incidents, and continuously improve processes using tools like Jira and Salesforce.

I’m a detail-oriented Operations and Customer Support professional with over 2 years of experience monitoring workflows, handling complex escalations, and resolving operational bottlenecks in fast-paced support environments. I’ve built a proven track record in queue management, strict SLA adherence, incident response, and supporting high-volume customer and seller operations, including a 99.8% SLA compliance rate.

I use Jira, Salesforce CRM, Slack, and Microsoft 365 to keep real-time workflow management and ticket documentation accurate while tracking cross-functional cases. I also focus on process improvement—collaborating with Product, Operations, and Engineering to identify blockers and implementing workflow optimizations that improved support efficiency by 15%.

Experience

Work history, roles, and key accomplishments

Operations Associate

Acuity Tech LLP

Oct 2024 - May 2026 (1 year 7 months)

Monitored high-volume seller support workflows and resolved critical operational issues with 99.8% SLA compliance. Managed ticket queues, escalated incidents to Product/Operations/Engineering, and improved support efficiency by 15% through workflow optimizations.