Open to opportunities

Usman Raza

@usmanraza

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Customer Support Specialist with expertise in iGaming and Tech.

Pakistan

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What I'm looking for

I am looking for a role that values customer satisfaction and offers growth opportunities.

I am a dedicated Customer Support Specialist with over four years of experience in the iGaming, e-commerce, and tech industries. My journey has been marked by a commitment to enhancing customer satisfaction and resolving issues effectively. I am fluent in English, Urdu, and Hindi, which allows me to connect with a diverse clientele.

In my recent role as a Customer Service Manager at Concentrix, I led a global remote team, significantly improving customer satisfaction scores by 20% through enhanced response times and quality control measures. My experience with tools like Zendesk has enabled me to track and analyze support tickets, driving efficiency in customer service workflows. I am passionate about delivering exceptional service and continuously seeking ways to improve customer experiences.

Experience

Work history, roles, and key accomplishments

Customer Service Manager

Concentrix

Sep 2022 - Jun 2024 (1 year 9 months)

Led a global remote team in managing customer inquiries and issues through email, chat, and phone. Increased customer satisfaction scores by 20% through improved response times and quality control measures. Utilized Zendesk for tracking and analyzing support tickets to enhance efficiency.

Customer Support Team Leadership Zendesk Quality Control Customer Satisfaction Conflict Resolution Communication Remote Team Management Email Support Chat Support

Customer Service Representative

MindBridge

Mar 2020 - Jun 2022 (2 years 3 months)

Provided customer service and technical support for clients in the retail and technology sectors. Resolved customer complaints and escalations, improving resolution rates by 15%. Handled over 100 support interactions daily, contributing to a 10% increase in customer retention.