Experience

OSHA Outreach Courses

• United States
• E-Learning Providers
• 1 - 100 Employee

• Customer Support and Sales Representative

  • Sep 2022 - Present

  Working in a US-based leading eLearning platform for OSHA compliance training and certifications. Respond to customers’ inquiries via email, chat, web queries, and calls relating to information, product functionality and work towards achieving first contact resolution by finding and offering solutions. Spearheaded the prospecting of new customers through referrals from existing clients, sales chats, emails, and phone calls. Assisted customers in selecting the right course by asking open-ended questions to determine each customer's needs. Brought in new clients and strengthened relationships with existing clients. Mentoring new Customer Representatives and Sales Agents. Make cold calls for new business. Show less



YouTube

• United States
• Technology, Information and Internet
• 700 & Above Employee

• Youtuber

  • May 2021 - Present

  Owned a YouTube Channel named as "Bottleneck Streamers." Connect with us and enjoy amazing gameplay videos, Tech Unboxing, Tech News, PC Builds, Overclocking and much more. Subscribe to my YouTube Channel now. And don't forget to hit the bell icon. https://www.youtube.com/channel/UCiM4ZQzu-zRBcOt3Ao8UzMg/featured Owned a YouTube Channel named as "Bottleneck Streamers." Connect with us and enjoy amazing gameplay videos, Tech Unboxing, Tech News, PC Builds, Overclocking and much more. Subscribe to my YouTube Channel now. And don't forget to hit the bell icon. https://www.youtube.com/channel/UCiM4ZQzu-zRBcOt3Ao8UzMg/featured



Careem

• United Arab Emirates
• Software Development
• 700 & Above Employee

• Customer Care Team Lead

  • Jul 2021 - Feb 2022

  Managing 16 agents’ team with targeted performance. Supervising Careem Live chat, Consumer Non Voice, Captain Non Voice, Delivery Desk and Community Management service for Pakistan market. Managing Agents KPI which is interlinked to Project targets like CSAT, AHT and Quality.Managing all productivity and adherence reports on daily basis.Coaching agents on new processes and on their errors.Giving Process Improvement initiatives in order to improve Customer Experience.Managing WFM scheduling with the WFM Team for our agents. Also working as a L2 Support Specialist - MOP for Pakistan Market.Tracking the health of the business like CSAT, DSAT and Contact rate.Managing Service Level by controlling unwanted shrinkage. Presenting Weekly Business Meeting to the Management.Coordinate with different stakeholders such as Workforce, IT, HR, Supply, Marketing and PR team in order to operate things smoothly. Show less

• Customer Support Executive

  • Jan 2020 - Jul 2021

  Respond to customers’ enquiries on email and chat relating to information, product functionality and work towards achieving first contact resolution by finding and offering solutions.Handle complaints, provide appropriate solutions within the time limitsWork with confidential customer informationExercise effective customer retention efforts when necessaryMaintain and update knowledge of product releases, upgrades and changes on a consistent basis



Buraq Airways

• Karāchi, Sindh, Pakistan

• Assistant Manager Simulator

  • Oct 2020 - Jun 2021

  Worked as an Assistant Manager in an upcoming Airline to establish the EASA standard Full Flight Simulator Training Center. Performed technical assessment of the Simulators as per the list provided by the third-party contractor. Global Analysis of the Simulators as per technical aspects, reliability, spare parts availability, and good after sales Service. Set Draft Simulator Recommendation Report as per the global analysis and technical assessment. Calculated the required area for Simulator Facility as per the facility requirement report. Calculated the power requirement to power up the entire facility including Simulator, Facility lighting, Air conditioning, UPS systems and other necessary office equipment. To assist in the plan of building a state-of-the-art training facility that houses three A320 advanced Level D flight simulator Brief analysis of the Sales and Purchase Agreement. Direct coordination with Simulator Manufacturers. Direct reporting to the Chairman and CEO. Show less



ibex. Pakistan

• Pakistan
• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• Customer Support Executive

  • Feb 2019 - Dec 2019

  Respond to customers’ and captain’s enquiries on inbound calls, emails and chat relating to information, product functionality and work towards achieving first contact resolution by finding and offering solutions. Handle complaints, provide appropriate solutions within the time limits Work with confidential customer information Exercise effective customer retention efforts when necessary Maintain and update knowledge of product releases, upgrades and changes on a consistent basis Respond to customers’ and captain’s enquiries on inbound calls, emails and chat relating to information, product functionality and work towards achieving first contact resolution by finding and offering solutions. Handle complaints, provide appropriate solutions within the time limits Work with confidential customer information Exercise effective customer retention efforts when necessary Maintain and update knowledge of product releases, upgrades and changes on a consistent basis



Shaheen Air International - official

• Pakistan
• Airlines and Aviation
• 300 - 400 Employee

• Aircraft Technician

  • Oct 2017 - Nov 2018

  Worked on Airbus A319-100, A320-200 & A330-200 Commercial Aircrafts.Performs A-Check Task Cards and Additional Task CardsReplacement of LRU'sPerforms Unscheduled and Scheduled Maintenance, including Troubleshooting.Removal Installation of Engines and APUWeekly Inspection and Daily InspectionsDocument maintenance performed on a daily basis utilizing established procedures and submits a daily report to the immediate in charge.Assist the AME as and when required for specific tasks.Performing trouble shooting tasks and modification tasks as per SB & AD requirements Show less

• Flight Simulator Technician

  • Mar 2011 - Oct 2017

  Worked on THALES Boeing 737-400 and Redifon B737-200, Full Flight Simulator. (Level D)Provide 24/7 Flight Simulator Training Device (FSTD) Technical coverage and support to resolve complex FSTD discrepancies through Troubleshooting, and Fault Finding Techniques.Support FSTD allowing Shaheen Air to meet its current and future training objectives.Performs Motion, Visual & Sound Regulatory Compliance Tests (QTGs) for Simulator PCAA Approval.Provide Training and Technical Assistance to other Technical Personnel.Assist Engineers with FSTD modification to meet current training needs, enhancing FSTD compatibility and reliability.Established Simulator process improvements that reduce training interruptions, discrepancies and down time.Tuning and Adjustment of Projectors.Performs Auto and Manual Flight on Simulator.Performs Preventive and Corrective Maintenance Procedures.Performs Pre-Flight and other Testing of the FSTD.Performs Daily Readiness Checks.Coordination with supplier, vendor, technical store & make sure maximum availability of spare parts for machines.Makes sure the availability of spare parts before preventive & corrective maintenance.To look after department in the absence of Simulator Manager and Engineer.Managing Electronic Workshop.Key Contributions:Dismantling of Redifon Boeing 737-200 Simulator.Installation and Commissioning of THALES Boeing 737-400 Full Flight Simulator with Cardiff Aviation ltd team.In august 2017, conducted a pre-purchase Technical Assessment of THALES Airbus A320-200 Full Flight Simulator (Level-D) with Shaheen Air's Simulator Technical Assessment Team at Pier Seven Aviation, Sharjah (UAE). Show less