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Sundeed Shan

@sundeedshan

I resolve complex customer technical issues and improve support operations through structured troubleshooting and leadership.

Pakistan

Message

What I'm looking for

I'm looking for a technical support role where I can resolve complex customer issues, improve support processes, handle escalations, and help teams deliver strong customer satisfaction.

At Motive, I handle high-volume inbound technical support queries, resolve issues through structured troubleshooting, and maintain strong CSAT results. My consistent performance, accuracy, and ownership led to promotion to Senior L2 Technical Support Specialist.

I support faster escalations and smoother day-to-day operations as a trusted backup resource across multiple departments. I also contribute to quality improvement, reporting initiatives, and team performance.

Previously at Best Buy Mall, I resolved more than 100 customer inquiries each week by phone and email while exceeding performance targets. I designed a follow-up process that reduced customer churn by 6% and achieved a 97% average CSAT rating.

I’ve trained new hires in conflict resolution and customer service, improved call scripts to reduce handling time, and supported client relationships and marketing campaign troubleshooting at First Idea Web Development.

Experience

Work history, roles, and key accomplishments

Current

Senior Technical Support Specialist

Current

Motive

Sep 2023 - Present (3 years)

Handles high volume of inbound technical support queries, resolving issues through structured troubleshooting while maintaining strong CSAT results. Promoted to Senior L2 Technical Support Specialist based on consistent performance and ownership of customer issues.