Faisal Rehman Khan

• Led a dynamic team of over 20 agents, providing real-time support to elevate customer experience and efficiently resolve complex inquiries.
• Enhanced team performance through targeted coaching, closely monitoring live interactions to significantly improve average handling time (AHT).
• Acted as the subject matter expert for technical escalations, minimizing the need for supervisor intervention and streamlining processes.
• Consistently achieved high customer satisfaction scores (CSAT) by fostering proactive engagement and ensuring a positive customer journey.
• Developed and implemented best practices that contributed to a more efficient and effective customer care environment.

• Achieved an impressive 92% First Call Resolution rate, significantly boosting customer satisfaction and loyalty.



• Recognized as Performer of the Month twice for providing outstanding service with no escalations.



• Showcased exceptional productivity by efficiently managing customer inquiries and resolving issues swiftly.



• Leveraged strong communication skills to build positive relationships with customers, enriching their overall experience.



• Dedicated to continuous improvement and professional development in customer care practices.



• Actively contributed to team success by sharing best practices and insights to enhance service delivery.