Open to opportunities

Usman Shabbir

@usmanshabbir

Message

Seasoned Customer Care professional with a can-do approach.

Pakistan

Message

What I'm looking for

I seek a role that values teamwork and offers opportunities for growth.

I am a Mechatronics Engineer with a strong background in customer care and quality assurance. My journey began at Air University, where I earned my degree in Mechatronics Engineering. Since then, I have honed my skills in various roles, particularly in customer support and quality assurance, where I have consistently demonstrated my ability to meet and exceed company goals.

Currently, I serve as a Quality Assurance Specialist at PayActiv, where I conduct regular audits of customer support interactions, providing valuable feedback to enhance service quality. My previous experience as a Customer Support Representative allowed me to resolve numerous technical inquiries and achieve recognition as the top performer in my department. I thrive in high-pressure environments and am dedicated to ensuring customer satisfaction through effective communication and problem-solving.

Experience

Work history, roles, and key accomplishments

Current

Quality Assurance Specialist

Current

PayActiv

Jun 2024 - Present (11 months)

Conducted quality audits of customer support interactions, provided feedback to agents, and assisted in training programs to enhance customer support quality. Maintained records of quality assessments and reported trends to management.

Auditing Customer Support Training Development

Current

Photographer

Current

Self Employed

Jan 2018 - Present (7 years 5 months)

Conducted casual and formal photo shoots for various events including weddings and corporate gatherings. Portfolio available online.

Photography Portfolio Management Creative Direction

Customer Support Representative

PayActiv

Apr 2023 - Jun 2024 (1 year 2 months)

Interacted with customers via chats and emails, followed up for satisfaction, coordinated with technical support, and resolved 180-200 inquiries daily. Recognized as the top performer in 2023.

Technical Support Data Analysis Performance Tracking

Project Coordinator / Social Media Manager

World Automobiles

Oct 2022 - Apr 2023 (6 months)

Managed social media campaigns, posted ads, coordinated with customers, and handled queries through various channels while maintaining lead records.

Social Media Management Campaign Development Lead Management Communication

Quality Assurance Executive

Python Leads

Oct 2022 - Apr 2023 (6 months)

Checked the quality of outgoing calls and maintained records of lead quality using Google Sheets.

Quality Assurance Google Sheets Data Analysis

Assistant Production Manager

Glass Empire

Oct 2020 - Nov 2021 (1 year 1 month)

Managed daily work orders, coordinated with customers, generated production reports, and utilized simulation software for production efficiency.

Production Management Simulation Workflow Management

Education

Degrees, certifications, and relevant coursework

Air University

Bachelor of Engineering, Mechatronics Engineering

2016 - 2020

Studied Mechatronics Engineering, focusing on the integration of mechanical engineering, electronics, computer science, and control engineering to design and create intelligent systems and products.