Syed Raheel Abbas Rizvi

Resolved complex technical issues using Motive product architecture while owning critical customer escalations. Produced root cause analyses and technical consultation reports, and mentored team members to improve support processes.

Served as the primary escalation point for complex technical issues unresolved by Tier-1 and Tier-2 teams. Led advanced troubleshooting, developed SOPs to improve consistency, and mentored support staff to strengthen team performance.

Provided timely customer support via email, chat, and phone while escalating complex cases appropriately. Identified recurring issues and shared actionable feedback to support process improvement.

Delivered multi-channel technical support using Zendesk, Jira, and Salesforce, handling incidents and escalation cases with a customer-first approach. Collaborated with colleagues and followed communication and policy standards to ensure accurate resolutions.

Supervised 20 customer service agents, monitoring daily operations and implementing strategies to improve productivity and customer satisfaction. Conducted performance reviews and training, and analyzed reports to share QA and sales insights with clients and management for continuous improvement.

Fostered a high-performing team environment by setting clear goals, delegating tasks, and overseeing daily operations. Maintained SLA compliance and quality assurance through coaching, mentorship, and training needs identification.

Engaged customers to understand needs, recommend suitable products, and deliver service that built repeat business. Achieved weekly and monthly sales targets and improved performance through sales reporting, follow-ups, and feedback-driven training.

Grade: GPA: 3.3/4.0

Earned a Bachelor's in Computer Sciences at Preston University, Islamabad (2015–2020) with a GPA of 3.3/4.0.

Completed Intermediate in ICS at 502 Model College, Rawalpindi from 2012 to 2014.