At Australian WebHaus, I support Australian clients remotely, handle inbound and outbound communication, and resolve client issues. I also help the company reach its sales target by closing clients on calls.
At IBEX, I manage supervisors and operational teams of 150+ agents as a Lead Supervisor. I monitor daily operations and service performance, track KPIs and SLAs, and handle escalations.
Previously at IBEX, I supervised 40+ Tier 2 customer service agents, managed KPI delivery, and conducted onboarding, call evaluations, and process training. As a Customer Service Representative Tier 2, I handled escalated cases and advanced troubleshooting, including helping customers troubleshoot TVs instead of seeking refunds or replacements.
At TPL Life Insurance, I led and coached a team of around 10 sales consultants. At Pak Qatar Family Takaful, I developed and supervised sales representatives and pipelines, managing around 15 business development officers.
