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تم إلغاء حظر المستخدم بنجاح
Muhammad Faizan Saleem, Customer Support Ambassador – Phone Support

Muhammad Faizan Saleem

Customer Support Ambassador – Phone Support·Upwork Inc.

باكستان

بكالوريوس, Media Studies & Social Sciences

الخبرة العملية

مجموع سنوات الخبرة: 12 سنوات, 0 أشهر

Customer Support Ambassador – Phone Support

يوليو 2021 - حتى الآن

Upwork Inc.

كاليفورنيا، الولايات المتحدة عن بُعد

يوليو 2021 - حتى الآن

• Delivered expert phone-based IT and platform support to enterprise clients and freelancers, resolving technical and account
issues with a solution-driven approach.
• Achieved First Call Resolution (FCR) above 80% by triaging, troubleshooting, and escalating complex issues to Tier 2/3 teams.
• Consistently exceeded CSAT targets with 90%+ monthly ratings; maintained CXI/QA scores of 99% adhering to ITIL best
practices and SLA requirements.
• Sustained Average Handle Time (AHT) under 10 minutes with 85%+ utilization rate across high-volume support queues.
• Documented customer interactions, resolutions, and escalations in CRM/ticketing systems to maintain knowledge base accuracy.

مجال الشركة:
خدمات تكنولوجيا المعلومات

Customer Ambassador, Phone Support

يناير 2021 - حتى الآن

Upwork Inc,

كاليفورنيا، الولايات المتحدة عن بُعد

يناير 2021 - حتى الآن

Deliver expert phone-based customer support, consulting with voice customers to provide accurate, individualized solutions and ensure
maximum customer satisfaction. Adhere to compliance standards and company policies, ensuring all interactions meet regulatory
requirements and internal guidelines. Document customer interactions and solutions in the CRM/ticketing system to support continuous
service improvement and knowledge base accuracy.
• Resolved customer inquiries and technical issues, achieving First Call Resolution (FCR) above 80% by effectively troubleshooting
and escalating complex matters to specialized teams when required.
• Consistently exceeded Customer Satisfaction (CSAT) goals with 90%+ monthly ratings, demonstrating strong communication and
problem-solving skills.
• Maintained CXI (Quality Assurance) scores of 99%, following detailed procedures and delivering high-quality, professional
interactions.
• Met and exceeded productivity metrics, maintaining Average Handle Time (AHT) under 10 minutes while completing tasks with
an 85%+ utilization rate.

مجال الشركة:
خدمات تكنولوجيا المعلومات

Partner Renewals Team Lead – Asia & EMEA

يناير 2020 - يوليو 2021

Idera Inc.

هيوستن، الولايات المتحدة عن بُعد

يناير 2020 - يوليو 2021

• Led a team of 6 Renewals Executives managing a $1.3M quarterly revenue territory across Asia and EMEA (UAE, Netherlands,
Germany, UK, Norway, Sweden, Denmark, Finland, Italy).
• Consistently drove the team to achieve 100%+ quarterly renewal targets through proactive pipeline management and partner
engagement.
• Collaborated with Technical Support, Engineering, and Product teams to monitor issue resolutions and communicate updates to
partners.
• Utilized Salesforce CRM for advanced reporting and forecasting; leveraged Trello/Jira for project tracking and team
collaboration.

مجال الشركة:
خدمات تكنولوجيا المعلومات

Partner Renewals Team Lead, Asia & EMEA

يناير 2020 - يناير 2021

Idera Inc,

تكساس، الولايات المتحدة عن بُعد

يناير 2020 - يناير 2021

Enhanced partner relationships, resulting in increased renewal rates and improved customer satisfaction across the region. Collaborated
with Technical Support, Engineering, and Product Development teams to monitor issue resolutions and communicate updates to partners
and end customers.
• Led a team of 6 Licensing & Renewals Executives, managing a $1.3M quarterly revenue territory across Asia and EMEA (UAE,
Netherlands, Germany, UK, Norway, Sweden, Denmark, Finland, Italy).
• Consistently drove the team to achieve 100%+ quarterly renewal targets, securing revenue through past, current, and future
quarter opportunities.
• Conducted weekly pipeline reviews and reporting sessions to track revenue progress and align team strategies with business
objectives.
• Hosted monthly partner/reseller meetings with team members to ensure alignment on renewals, opportunities, and customer
retention plans.
• Utilized Salesforce CRMfor advanced reporting, forecasting, and opportunity management, and leveraged Trello/Jira for project
tracking and team collaboration.

مجال الشركة:
خدمات تكنولوجيا المعلومات

Licensing and Renewals Executive (Developer Tools)

أكتوبر 2017 - ديسمبر 2019

Idera Inc,

تكساس، الولايات المتحدة عن بُعد

أكتوبر 2017 - ديسمبر 2019

Built strong relationships with partners and resellers, improving renewal rates and overall customer satisfaction. Created quotations,
updated opportunities, and maintained account data using Salesforce CRM, ensuring accurate forecasting and reporting.
• Managed license renewals and upgrades for partners and resellers across Norway, Sweden, Denmark, Israel, Germany, the UK,
and additional European regions.
• Consistently achieved 95-100%+ quarterly renewal targets, driving $250, 000+ in revenue per quarter and exceeding goals
through multi-year renewals and early closures.
• Collaborated with partners/resellers to secure renewals from past, current, and future quarters, ensuring predictable revenue
streams and customer retention.

مجال الشركة:
خدمات تكنولوجيا المعلومات

Licensing and Renewals Executive – Developer Tools

أكتوبر 2017 - ديسمبر 2019

Idera Inc.

هيوستن، الولايات المتحدة عن بُعد

أكتوبر 2017 - ديسمبر 2019

• Managed license renewals and upgrades for partners across Norway, Sweden, Denmark, Israel, Germany, UK, and additional
European regions.
• Consistently achieved 95-100%+ quarterly renewal targets, driving $250, 000+ in revenue per quarter through multi-year
renewals.
• Maintained accurate account data, quotations, and opportunity pipelines in Salesforce CRM for forecasting and reporting.

مجال الشركة:
خدمات تكنولوجيا المعلومات

Team Lead & Senior Closer

يناير 2016 - يناير 2017

Allainet Pvt Ltd.

روالبندي، باكستان

يناير 2016 - يناير 2017

• Managed a team of 6-7 sales representatives, coaching them to meet and exceed monthly sales targets.
• Closed and verified high-value sales, contributing to overall revenue growth and team performance.

مجال الشركة:
خدمات تكنولوجيا المعلومات

International Sales Executive

نوفمبر 2015 - يناير 2016

Allainet Pvt Ltd.

روالبندي، باكستان

نوفمبر 2015 - يناير 2016

• Generated qualified leads for real estate buyers and sellers through cold calling and online prospecting.
• Built a robust sales pipeline by engaging potential clients via phone, classified ads, and follow-ups.

مجال الشركة:
خدمات تكنولوجيا المعلومات

International Sales Executive

يناير 2014 - يناير 2015

J-Telemarketing

روالبندي، باكستان

يناير 2014 - يناير 2015

• Made outbound calls to U.S.-based customers to generate sales and leads for home security system companies.
• Consistently achieved daily and monthly sales quotas while maintaining strong customer relationships.

مجال الشركة:
التسويق عبر الهاتف

Senior Closer / Verifier

يناير 2013 - يناير 2014

Transonic Technologies

روالبندي، باكستان

يناير 2013 - يناير 2014

• Verified end-customer information and closed sales opportunities to maximize conversion rates.
• Ensured compliance with client requirements while maintaining high-quality standards in data accuracy.

مجال الشركة:
الاستعانة بالمصادر الخارجية لخدمة العملاء

Customer Sales Representative

يناير 2013 - يناير 2013

Transonic Technologies

روالبندي، باكستان

يناير 2013 - يناير 2013

• Conducted high-volume cold calling to generate qualified sales leads for clients in the solar energy sector.
• Met and exceeded weekly lead generation targets through effective communication and objection handling.

مجال الشركة:
الاستعانة بالمصادر الخارجية لخدمة العملاء

التعليم

National University of Modern Languages

يناير 2023

يناير 2023

بكالوريوس، Media Studies & Social Sciences

باكستان

Rabaat College

يناير 2017

يناير 2017

الثانوية العامة أو ما يعادلها، Computer Science

باكستان

Siddeeq Public School

يناير 2014

يناير 2014

الثانوية العامة أو ما يعادلها، General science

باكستان

Skills

COLLABORATION
Intermediate
COLLABORATION
Intermediate
COMPOSURE
Intermediate
COMPOSURE
Intermediate
COMPLEX PROBLEM SOLVING
Intermediate
COMPLEX PROBLEM SOLVING
Intermediate
COMPUTER REPAIR
Intermediate
COMPUTER REPAIR
Intermediate
CUSTOMER SERVICE
Intermediate
CUSTOMER SERVICE
Intermediate
DETAIL ORIENTED
Intermediate
DETAIL ORIENTED
Intermediate
INCIDENT MANAGEMENT
Intermediate
INCIDENT MANAGEMENT
Intermediate
INFORMATION TECHNOLOGY
Intermediate
INFORMATION TECHNOLOGY
Intermediate
INFORMATION TECHNOLOGY INFRASTRUCTURE LIBRARY
Intermediate
INFORMATION TECHNOLOGY INFRASTRUCTURE LIBRARY
Intermediate
PHONE SUPPORT
Intermediate
PHONE SUPPORT
Intermediate
COMPTIA A+
Intermediate
COMPTIA A+
Intermediate
COMPUTER SECURITY AWARENESS TRAINING
Intermediate
COMPUTER SECURITY AWARENESS TRAINING
Intermediate
HELP DESK SUPPORT
Intermediate
HELP DESK SUPPORT
Intermediate
REMOTE TECHNICAL SUPPORT
Intermediate
REMOTE TECHNICAL SUPPORT
Intermediate
SERVICE LEVEL MANAGEMENT
Intermediate
SERVICE LEVEL MANAGEMENT
Intermediate
SERVICE MANAGEMENT
Intermediate
SERVICE MANAGEMENT
Intermediate
SYSTEM ADMINISTRATION
Intermediate
SYSTEM ADMINISTRATION
Intermediate
TECHNICAL SUPPORT
Intermediate
TECHNICAL SUPPORT
Intermediate

حسابات مواقع التواصل الاجتماعي

غيت هاب
غيت هاب

اللغات

الانجليزية

متمرّس

الأوردو

اللغة الأم

التدريب و الشهادات

الشهادات
Google Cloud Fundamentals & Google IT Support
CompTIA A+
Google AI Essentials
AI for Everyone
Google
IELTS Academic
Google IT Support Professional Certificate
CompTIA A+