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Hamza Abid
@hamzabinabid284
CX OPS Specialist
Pakistan
Anglais, Ourdou, Hindi, Punjabi
À propos de moi
I am a Customer Experience/OPS Specialist with 3+ years of hands on experience improving how businesses handle, retain, and satisfy their customers. I have sustained a CSAT above 90%, cut resolution time by 22%, lifted first contact resolution by 18%, and trained 20+ agents to live readiness. I work with Salesforce, Zendesk, and Odoo, and I build ticketing systems, SOPs, and AI assisted support that reduce repeat queries.
Want to know why your customers are leaving or not being retained? Drop me a message
Compétences
Hamza Abid
hors ligne •
Voir mes services
Assistance client
I will provide chat and call customer support
Assistance client
I will provide professional customer support and virtual assistance
Expérience professionnelle
CX/OPS Specialist
ACE Money Transfer • Temps plein
Nov 2023 - Present • 2 yrs 11 mos
Handle complex, escalated, and high sensitivity customer queries across voice, chat, and digital channels while keeping personal CSAT above 90%. Two time Call of Fame winner (2024 and 2025) for best customer handling. Designed and delivered onboarding programs that brought 20+ agents to live interaction readiness. Run daily Training Needs Analysis sessions that raised team FCR by 18% and reduced team AHT to 5 minutes 20 seconds. Built the case for and oversaw an AI powered assistant that reduced inbound volume. Restructured the internal ticketing system with departmental SLAs, cutting agent query flux by 30%. Led CRM enhancements and SOP redesigns that reduced resolution time by 22% and brought first response time under 60 seconds. Authored Business Requirements Documents, led UAT for product rollouts, performed Root Cause Analysis on recurring issues, and delivered trend reporting to support staffing and process decisions.
VA Account Manager
eMarspro • Temps plein
Jan 2017 - Sep 2018 • 1 yr 8 mos
Managed key client portfolios on e commerce platforms, overseeing product listings, pricing strategies, and promotions. Handled ongoing client relationship management to keep accounts active and satisfied. I kept to the CX and client facing roles from your CV. If you want the IT roles added too, tell me and I will write them in the same format.
