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Saad Alam
Looking for a jobTeam Leader
Customer service Team Leader at Ibex Pakistan handling escalations and coaching 20 agents while maintaining accurate customer records and orders.
PakistanTeam Leader at Ibex Pakistan
About
At Ibex Pakistan, I lead about 20 agents on live customer support, coach call quality, and handle escalated cases through to closure. I use Salesforce and Slack to keep customer records and orders accurate.
Before becoming Team Leader, I took inbound calls for a warranty client, SquareTrade, verified customer and product details before claims, and maintained 90–100% CSAT with 91–92% QA scores. At Snoonu, I handled close to 200 escalated tickets per day while managing a team of 18. I’m looking for a full-time remote customer service and order processing role.
Experience
Team Leader
Lead about 20 agents on live customer support, handling escalations and reviewing QA scorecards to improve call quality. Work in Salesforce and Slack to keep customer records and orders accurate.
SalesforceSlackCoachingPerformance MonitoringEscalation HandlingQACustomer Support
Technical Service Representative
Took inbound calls for a warranty client (SquareTrade), verified customer and product details before claims, and maintained high CSAT and QA scores. Focused on first-call resolution.
Inbound CallsCustomer VerificationClaims ProcessingProduct KnowledgeCSATQA
Education
IELTS
Achieved an overall IELTS Band score of 7.
Iqra University
Pursued a Bachelor of Science in Computer Science over a four-year program.
Google
Completed the Google Customer Service Certificate.