# Syed Waqas Ali

Syed Waqas Ali is a remote worker on Himalayas, Client Support Assistant at Australian WebHaus, based in Pakistan.

Source: https://himalayas.app/@syedwaqasali

```text
Client Support Assistant at Australian WebHaus, closing sales on calls while supporting Australian clients remotely.
```

| Detail | Value |
| --- | --- |
| Availability | Looking for a job |
| Location | Pakistan |
| Authorized to work in | Pakistan |
| Salary expectations | 30k+ USD |
| Job categories | Operations Manager, Customer Support Manager, Call Center Supervisor, Sales Manager |
| Skills | Operations Management, Customer Service Operations, KPI Management, SLA Management, Escalation Handling, Performance Management, Coaching, Quality Assurance, Compliance, Workforce Coordination, Client Communication, Sales, Technical Support Coordination, CRM, Salesforce |

## About

```text
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.
```

## Experience

### Client Support Assistant (current)

Australian WebHaus. Jun 2025 - Present

```text
Provide client support to Australian clients via email, phone, and CRM systems. Manage inbound/outbound communication, resolve client issues, and coordinate with internal teams for issue resolution.
```

Skills: CRM, Salesforce, Client-Communication, Email-Support, Phone-Support, Issue-Resolution, Follow-ups, Team-Coordination

### Lead Supervisor (current)

IBEX. Sep 2023 - Present

```text
Manage multiple supervisors and operational teams consisting of 150+ agents. Monitor daily operations, productivity, schedules, and service performance, ensuring achievement of KPIs, SLAs, QA, and customer satisfaction metrics.
```

Skills: Operations-Management, Team-Leadership, KPI-Management, SLA-Management, Quality-Assurance, Coaching, Performance-Management, Escalation-Handling, Workforce-Coordination

### Supervisor Tier 2

IBEX. Jan 2022 - Aug 2023

```text
Supervised 40+ customer service tier 2 agents in a high-volume support environment, ensuring cost-saving measures. Managed KPI delivery including AHT, CSAT, QA, and compliance, and conducted onboarding, call evaluations, and process training.
```

Skills: Supervision, Customer-Service, KPI-Management, AHT, CSAT, QA, Compliance, Training, Audit, Cost-Savings

### Customer Service Representative Tier 2

IBEX. Apr 2021 - Dec 2021

```text
Managed escalated customer cases and advanced troubleshooting support. Convinced clients to troubleshoot their TVs instead of refund/replacement, achieving troubleshooting targets to ensure saved costs to the company.
```

Skills: Customer-Service, Escalation-Handling, Troubleshooting, Cost-Savings, Communication-Skills

### Group Leader

TPL Life Insurance. Oct 2019 - Jun 2020

```text
Led sales teams and monitored target achievement. Managed a team of around 10 sales consultants, providing training and coaching.
```

Skills: Sales-Leadership, Team-Management, Training, Coaching, Target-Tracking

### Development Manager

Pak Qatar Family Takaful. Apr 2019 - Oct 2019

```text
Developed and supervised sales representatives and pipelines. Managed around 15 business development officers.
```

Skills: Sales-Management, Business-Development, Team-Supervision, Pipeline-Management

## Education

### Virtual University

Bachelor of Science, Business Administration

```text
Pursuing a Bachelor of Science in Business Administration with ongoing coursework.
```

### Wahaj Hussain College

A' Levels, General Studies

```text
Completed A' Levels, equivalent to high school secondary education.
```

### Beacon Light Academy

O' Levels, General Studies

```text
Completed O' Levels, equivalent to secondary school education.
```

## Tech stack

- Salesforce
- Microsoft Excel

To contact Syed, message them from this profile with a Himalayas employer account: [Hire on Himalayas](https://himalayas.app/hire).

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