Shoaib User
@shoaibuser5
I lead customer support teams and build AI-powered operations systems.
IndiaWhat I'm looking for
At ItsaCheckmate, I lead a 10-member phone support and retention team for restaurant technology clients including Popeyes, Wendy's, and White Castle. I sustain 97%+ CSAT while improving phone-to-email transfers, call handling time, wait times, utilization, and quality performance.
I've directed seven Claude-built reporting, tooling, and automation systems used by management and CEO-level stakeholders, recovering about 1.5 hours daily and 12+ hours each monthly reporting cycle. My MTD reporting format is now the standard across all three Customer Support teams, and three of my AI concepts were selected for the company-wide Demo Day.
Across ItsaCheckmate, TCS, Teleperformance, Tech Mahindra, Concentrix, and Serco, I've supported SaaS, airline, telecom, financial-services, and pension customers in UK- and US-aligned operations. I enjoy coaching teams, improving support processes, and turning operational data into practical tools and decisions.
Experience
Work history, roles, and key accomplishments
Led a 10-member team, owning daily MTD reporting, agent performance tracking, and roster management. Ran structured call audits and targeted coaching, and delivered onboarding training for new hires.
Lead a 10-member phone support and retention team, sustaining 97%+ CSAT. Designed and launched a phased phone-to-email upskilling program that reduced agent transfers, and directed the build of executive reporting systems using Claude.
Covered full Team Lead responsibilities including performance reviews, call audits, and daily operational delivery. Supported new hire onboarding and ran the Popeyes VoiceAI project.
Managed escalation, DSAT/NPS, and billing callbacks across phone and chat channels. Conducted client-facing Menu Management Portal walkthroughs to improve client adoption and satisfaction.
Resolved complex SMB email queries through deep-dive root cause analysis. Built strong product knowledge across Checkmate's full suite of POS and delivery platform API integrations.
Provided phone and multi-chat support for a UK-based pension provider, resolving complex queries and escalating critical matters. Conducted OJT training batches with daily coaching and feedback.
Handled calls, live chats, emails, and backend operations for EasyJet Airlines. Played a key role in designing and launching EasyJet's email support process from scratch after COVID-19.
Retained customers through tailored solutions, consistently meeting upsell and retention targets.
Provided customer support and technical troubleshooting for EE, a UK broadband and landline provider. Selected as Subject Matter Expert (SME), supporting team performance and query resolution.
Supported Barclaycard credit card services, upselling CPP, IPP, Direct Debit, and online myBarclaycard.
Education
Degrees, certifications, and relevant coursework
Yashwantrao Chavan Maharashtra Open University
Bachelor of Commerce, Commerce
Completed a Bachelor of Commerce degree from Yashwantrao Chavan Maharashtra Open University in 2022.
Cosmopolitan College
Higher Secondary Certificate, Science
Completed Higher Secondary Certificate (Science Stream) from Cosmopolitan College in 2008.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Job categories
Skills
Interested in hiring Shoaib?
You can contact Shoaib and 90k+ other talented remote workers on Himalayas.
Message ShoaibGet matched with your dream remote job
Sign up now and join over 250,000+ remote workers who receive personalized job alerts, curated job matches, and more for free!
