Shahid Nawaz

Call Centre Supervisor responsible for leading and managing a team of 10 customer service representatives, driving high performance and ensuring adherence to company policies and service standards.

• Supervised daily operations of the call centre team to ensure high performance and service standards.
• Monitored customer interactions to maintain quality assurance and efficiently resolve escalated issues.
• Conducted training and coaching sessions to enhance team skills, productivity, and customer satisfaction.
• Provided regular feedback, performance reviews, and support to team members.
• Implemented improvement strategies to drive continuous development.

Customer Service Representative with experience providing phone-based support, addressing customer inquiries, and resolving issues efficiently and professionally.

• Delivered customer support via phone, addressing inquiries and resolving issues efficiently.
• Maintained high customer satisfaction by providing prompt, accurate, and effective solutions.
• Assisted in onboarding and training new hires, offering guidance and performance support.
• Managed customer accounts, processed service requests, and updated records in internal systems.

Highly adaptable professional with a proven ability to manage multiple responsibilities efficiently in fast-paced, high-pressure environments.

• Designed and delivered engaging lesson plans tailored to students at basic levels.
• Fostered a positive and inclusive classroom environment to encourage participation and growth.
• Assessed student progress and provided constructive feedback to support development.
• Developed strong communication, mentoring, and interpersonal skills transferable to customer service roles.