Usama Tahir
Customer service, sales & operations professional
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Customer Support & CRM Management for Online Brand
Provided end to end customer support for an online brand for 3 months, managing 1571 customer queries, complaints and service requests through CRM.
What i Handled:
Customer support via email, chat and phone
Product / service, account, payment and general inquiries
CRM ticket management and E-Forms
Follow-ups and complex case escalations
Accurate customer records and First Contact Resolution (FCR)
Value Added:
Improved response efficiency and customer experience while reducing the owner's daily support workload, allowing more focus on business operations and growth.
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6
Customer CRM Support Manager, Email, Chat, Phone
Provided end to end customer support for an online business over 6 months managing 3146 tickets across email, live chat, and via phone. Handled account, payment, refund, order and product inquiries, CRM ticket management, follow-ups, escalations, and customer records.
Resolved 2713 tickets, maintained 4.7/5 CAST.
Value Added: Improved support efficiency and customer experience while reducing the owner's daily workload, allowing more focus on business growth.
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10
Customer Request Management & Service Coordination
Provided structured customer support and CRM management for an online business, handling 786 customer tickets across email, calls and service requests. Managed customer inquiries, account verification, product questions, refunds, E-forms, follow-ups and task tracking.
Successfully resolved 562 tickets, achieving a 71.5% resolution rate.
Value Added: Improved case orginization, follow-up accuracy, and response efficiency while helping ensure customer requests were handled on time.
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14
CRM-Based Customer Support & Case Management
Supported a busy customer service workflow by managing 684 CRM tickets and keeping customer case organized from initial contact through resolution. Handled account access, payments, refunds, invoices, email responsed, calls, follow-ups, and priority-based tasks.
Value Added: Strengthened ticket organization and follou-up consisency, reduced missed requests, and helped maintain a smoother, more responsive customer support operation.
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18