OMAR WAHEED

Customer Support Representative

• Job Details:Handled a high volume of customer inquiries via phone and email, ensuring quick and accurate responses to maintain high customer satisfaction levels. Resolved 95% of customer issues on the first contact, which not only improved customer retention but also reduced the need for escalations. Implemented a new ticketing system that streamlined inquiries, resulting in a 30% decrease in response times and allowing the team to manage workloads more effectively. Trained and onboarded new team members, which helped to boost team efficiency and contributed to achieving a customer satisfaction score of 4.8 out of 5. Collaborated with cross-functional teams to identify and address recurring issues, leading to a 20% reduction in customer complaints over six months.