Muhammad Umar
Team Lead, Customer Service
About
Muhammad Umar is an operations and customer-service team lead with extensive experience managing large-scale, 24/7 live-chat operations. He brings 4 years of experience in the BPO industry, specializing in workforce coordination and performance management. He has successfully overseen operations serving clients across the United States, Canada, United Kingdom, and Australia, demonstrating a strong ability to drive efficiency and client satisfaction. He is seeking roles where he can leverage his leadership and operational expertise to enhance customer service delivery.
Experience
Team Lead, Customer Service
Oct 2024 – Present · 2 yrs 1 moBreakThru | Blazeo · Karachi, Pakistan
- Managed real-time intraday operations for 120+ agent, 24/7 live chat.
- Allocated resources based on live chat volume and team capacity.
- Governed SLA compliance through real-time occupancy control.
Chat Support Representative / Helpdesk Support Agent / Retainer Specialist
Dec 2021 – Oct 2024 · 2 yrs 10 mosBreakThru | Blazeo · Karachi, Pakistan
- Delivered sales leads and customer support via live chat, SMS, and web platforms.
- Created direct sales by converting prospects into paying customers.
- Handled customer queries, qualified leads, and scheduled appointments.
Customer Service Representative
Jan 2021 – Oct 2021 · 9 mosPakistan International Airlines (PIA) · Karachi, Pakistan
- Performed customer service functions at PIA Contact Center.
- Responded to high volume inquiries via phone, email, and chat.
- Provided personalized travel solutions, increasing customer satisfaction.
Brand Ambassador
Jan 2021 – Oct 2021 · 9 mosXFOIL Pvt Ltd · Karachi, Pakistan
- Collaborated on marketing campaigns and brand messaging.
- Represented brand at events, exceeding performance goals.
- Managed promotional materials and conducted competitor analysis.
Internship
2021 – 2021Civil Aviation Authority (CAA) · Karachi, Pakistan
- Completed an 8-week internship as part of undergraduate degree requirements.
Skills
Design Tools
Web & AI Technologies
Automation & Integration
Customer Service & Operations
Languages
Education & Certifications
Bachelor in Electronic Engineering
Dawood University of Engineering & Technology · 2020
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