Waleed Iqbal Iqbal

Tasks
Lead Call Support: Lead a team of 15 agents in call support, ensuring exceptional customer support, timely escalations and issue resolution Operational Eficiency: Streamlined internal operational processes, reducing reporting turnaround Utilized data- driven approaches to optimize reporting templates, resulting in clearer and more impactful communication of key metrics to clients Cross-functional Collaboration: Collaborated closely with supply, commercial, finance teams for accurate and timely client reporting and invoicing . Worked collaboratively with IT and data teams to enhance reporting tools and platforms, improving data accuracy and reliability. Process Optimization: Identified ineficiencies in existing reporting, tracking and operational processes and implemented process improvements, reducing errors by 90% and increasing overall accuracy.

Tasks
Customer Support: Provided exceptional customer support to clients through various channels, including phone, email, and live chat, consistently exceeding service level expectations. Issue Resolution: Effectively resolved client inquiries, concerns, and issues in a timely and professional manner, achieving a 20% reduction in average resolution time.