Looking for a job

Tahira Sohail

@tahirasohail

Message

I lead customer support teams, improving SLA performance, escalations, and customer issue resolution.

Pakistan

Message

What I'm looking for

I'm seeking full-time, part-time, or contract customer support roles where I can lead teams, resolve escalations, improve workflows, and deliver a customer-first service experience.

At Truckoom Technologies, I lead Customer Support Agents for telematics and GPS tracking solutions, monitoring CSAT and resolution time while managing escalations and SLA standards.

I've also supported logistics and supply chain customers at Pentagon Food Group and The LOGX, resolving complaints, coordinating with operations and drivers, and improving service delivery.

Experience

Work history, roles, and key accomplishments

Current

Team Lead

Current

Truckoom Technologies

Apr 2026 - Present (6 months)

Lead a team of Customer Support Agents, ensuring timely resolution of customer inquiries while maintaining SLA standards. Monitor key performance metrics, coach agents, manage escalations, and prepare performance reports.

Customer Support SLA Management Team Leadership Performance Monitoring Escalation Management Coaching Reporting

Customer Services Representative

Pentagon Food Group

Nov 2025 - Mar 2026 (4 months)

Managed incoming customer complaints and inquiries, ensuring accurate logging and tracking through the CRM system. Investigated missing or damaged item cases and collaborated with operations and warehouse teams to determine resolutions.

Customer Complaint Resolution CRM Cross functional Coordination Case Management

Customer Support Officer

The LOGX

Jan 2022 - Feb 2025 (3 years 1 month)

Managed customer complaints and inquiries while ensuring timely order delivery. Coordinated compensation for missing or spoiled meals and followed up with drivers to monitor delivery ETAs and resolve delays.

Customer Support Complaint Resolution Logistics Coordination Driver Communication ETA Monitoring

Education

Degrees, certifications, and relevant coursework

Shah Abdul Latif University

Bachelor's Hons, Political Science

2018 - 2021

Bachelor's Hons in Political Science from Shah Abdul Latif University, Khairpur, Sindh, covering political theory, comparative politics, international relations, public administration, constitutional law, and research methods.