SFSyed Huzayfah Faisal
@syedhuzayfahfaisal
Customer Support Specialist with a passion for operational excellence.
PakistanWhat I'm looking for
I am a Customer Support Specialist with over three years of experience in delivering exceptional service across global markets. My ability to manage high-volume customer inquiries, resolving over 100 daily while maintaining a 98% satisfaction rate, showcases my commitment to operational excellence. I have successfully reduced resolution times by 60% and boosted client retention by up to 30%, demonstrating my data-driven approach to problem-solving.
In my current role at SDS IT, I have implemented strategies that not only enhance customer experience but also optimize team performance. By mentoring new hires and creating knowledge base articles, I have contributed to a significant reduction in repeat queries and improved onboarding processes. My experience in SaaS, fintech, and tech support environments has equipped me with the skills necessary to thrive in dynamic settings, and I am eager to bring my proactive support and leadership to a world-class remote team.
Experience
Work history, roles, and key accomplishments
Customer Service Representative
SDS IT
Feb 2022 - Present (3 years 4 months)
Resolved over 100 customer queries daily, maintaining a 98% CSAT rating and 100% SLA adherence. Reduced average query resolution time from 24 to 8 hours by identifying bottlenecks and implementing knowledge base articles that cut repeat queries by 20%. Managed and optimized customer feedback loops, and mentored new hires to improve their onboarding and performance.
Customer Service Representative
SDS IT
Feb 2022 - Present (3 years 4 months)
Resolved over 100 customer queries daily, achieving a 98% CSAT rating and 100% SLA adherence. Reduced average query resolution time by 60% and implemented knowledge base articles that decreased repeat queries by 20%. Managed customer feedback loops and mentored new hires, improving their performance by 15%.
Intern – Financial Reporting & Project Analysis
CDNS
Jun 2021 - Present (4 years)
Supported public sector project teams by assisting with financial reporting, compliance checks, and document preparation. Conducted essential data extraction and analysis to contribute to operational reporting.
Intern – Financial Reporting & Project Analysis
CDNS
Jun 2021 - Present (4 years)
Supported public sector project teams by assisting with financial reporting, compliance checks, and document preparation. Conducted essential data extraction and analysis to facilitate operational reporting.
Education
Degrees, certifications, and relevant coursework
AUAir University
Bachelor of Business Administration, Business Administration
Activities and societies: Vice President – Air Media Club, Head Organizer – Air University Cultural Events
Pursued a Bachelor of Business Administration at Air University, Islamabad. Engaged in various leadership roles and organized cultural events.
AIAir University, Islamabad
Bachelor of Business Administration, Business Administration
Activities and societies: Vice President – Air Media Club; Head Organizer – Air University Cultural Events
Pursued a Bachelor of Business Administration degree. Engaged in various leadership roles and organized cultural events.
Tech stack
Software and tools used professionally
Availability
Location
PakistanAuthorized to work in
Job categories
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