Customer/ Technical Support
Qumber Ali
US-Mobile Aug 2015 – Present
Senior Supervisor, Technical Support
• Provided high-quality customer support using calls, chats, and emails to help customers troubleshoot technical issues.
• Developed a strong understanding of customer needs and concerns, and effectively communicated complex technical information in a clear and concise manner.
• Played a key role in bringing up the company's reviews on Trustpilot to above 95%, through exceptional customer support and technical troubleshooting
• Designed a system for ongoing review and optimization of KPIs, ensuring that the team was always performing at its best.
• Designed and implemented a comprehensive training program for new team members, which helped to ensure that they were productive and effective in their roles from day one.
• Created a comprehensive knowledge base for the company, ensuring that team members had access to the latest information on products and services.
• Worked closely with HR to identify areas for training and development, and to recruit new talent to the team.
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Posted Feb 18, 2023
Experienced in customer support via multiple channels, I enhanced company ratings, developed KPI optimization, implemented training and knowledge systems.
