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Waseem Jamal

@waseemjamal

Customer-focused supervisor with strong experience in service, tutoring, and operations.

United States
Message

What I'm looking for

I am looking for a supervisory or operations role where I can lead teams, manage escalations, improve processes, and deliver exceptional customer service.

I am a customer-focused operations and escalation supervisor with extensive hands-on experience across customer service, non-emergency medical transportation (NEMT), food service, rideshare driving, and tutoring. I have led escalation teams, served over 2,000 NEMT members, achieved Top Agent recognition in customer care, and maintained a 4.9/5 customer rating while serving more than 7,000 customers in frontline roles.

I bring practical technical familiarity with Microsoft Office, Microsoft Project, and basic Adobe Photoshop, plus strong teamwork and individual contributor skills in tutoring, cashier/ordering operations, and back-of-house restaurant support. I seek roles where I can apply my supervision experience, operational knowledge, and commitment to high-quality service to improve processes and customer outcomes.

Experience

Work history, roles, and key accomplishments

MTM Inc. logoMI

Customer Care Escalation Supervisor

Jan 2023 - Dec 2024 (1 year 11 months)

Supervised escalation contact center operations for non-emergency medical transportation, managed teams, served 2,000+ members, and achieved top agent performance during 2023–2024.

AI

Call Center Customer Service

AGR Group Inc.

Jan 2022 - Dec 2023 (1 year 11 months)

Handled inbound customer service calls and supported operational inquiries for AGR Group from 2022 to 2023, resolving member issues and processing requests.

Lyft logoLY

Driver

Jan 2015 - Dec 2021 (6 years 11 months)

Provided transportation services to passengers, completing rides and in-app transactions while maintaining a 4.9/5 rating across 2015–2021.

Evergreen Valley College logoEC

Tutoring Center Assistant

Evergreen Valley College

Jan 2015 - Dec 2017 (2 years 11 months)

Tutored individual students and assisted in-class and at the tutor desk, supporting coursework and improving student outcomes from 2015 to 2017.

Education

Degrees, certifications, and relevant coursework

California State University, Fullerton logoCF

California State University, Fullerton

Bachelor of Arts, International Microeconomics

Grade: 3.8 GPA

Completed an international bachelor's program in International Microeconomics with a 3.8 GPA at California State Fullerton in 2020.

Cypress College logoCC

Cypress College

Associate in Science, Business Administration

Grade: 3.3 GPA

Earned an Associate in Science in Business Administration with a 3.3 GPA from Cypress College in 2018.

Damascus University logoDU

Damascus University

Bachelor of Science, Statistics Agriculture Engineering

Completed an international bachelor's program in Statistics Agriculture Engineering at Damascus University in 2012.

Damascus University logoDU

Damascus University

Bachelor of Science, Data Systems Medical Engineering

Completed an international bachelor's program in Data Systems Medical Engineering at Damascus University in 2011.

HI

High School (International)

High School Diploma, General Secondary Education

Completed an international high school diploma in Syria in 2010.

Tech stack

Software and tools used professionally

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Waseem Jamal - Customer Care Escalation Supervisor - MTM Inc. | Himalayas