HAMZA JAVED

[email protected] • 03433417030 • Gulistan colony lane 5 Rawalpindi, Pakistan

PROFESSIONAL SUMMARY

Results-driven Support Operations Specialist with over 5 years of experience optimizing customer relationship management and claims processing to exceed sales targets and enhance operational efficiency. Proven track record of increasing customer satisfaction scores by 15% and reducing claims processing time by 20% through strategic process improvements and team leadership. Adept at leveraging CRM technologies and performance metrics to drive team success and deliver measurable business growth. Committed to applying analytical skills and collaborative leadership to support organizational goals and elevate customer experience.

WORK EXPERIENCE

Support Operations Specialist

02/2024 - Present

One Hour Device Repair , I/11-1 street 20 Islamabad

• Delivered friendly and clear support to over 100 customers weekly, quickly diagnosing device problems and explaining repair options in simple terms

• Managed repair claims and follow-ups, ensuring timely and smooth resolutions that enhanced overall customer satisfaction

• Coordinated daily workflow with technicians, improving repair turnaround time through better communication and record-keeping

• Maintained accurate service records, supporting efficient operations and helping the team consistently meet tight deadlines

Customer Experience Manager

01/2023 - 01/2024

IBEX GLOBAL

• Results-driven customer service professional with 4 years of experience at IBEX, excelling in claims management

• Consistently outperformed key performance metrics, maintaining top agent status for six months and earning multiple Top Employee awards

• Recognized for floating two performance badges, both achieving High QA of the Year honors

• Promoted to Customer Experience Manager due to exceptional performance, where I effectively mentored chat and voice agents, driving team success and ensuring superior claims resolution

Customer sales representative

01/2022 - 01/2023

HORIZON BPO

• Motivated sales professional with 1 year of experience at Horizon BPO, recognized for consistently achieving and surpassing sales targets

• Leveraged strong communication and negotiation skills to deliver exceptional results, driving revenue growth and fostering client satisfaction

• Demonstrated a results-oriented approach, excelling in a fast-paced sales environment while contributing to the success of team initiatives

Customer sales representative

01/2020 - 01/2022

Axon BPO

• Accomplished sales representative with 2 years of experience at AXON BPO, specializing in managing diverse campaigns such as Medicare and Final Expense

• Consistently exceeded sales targets through a combination of persuasive communication, in-depth product knowledge, and tailored solutions that met client needs

• Played a pivotal role in driving campaign success by adapting to varying objectives and market demands, building strong customer relationships, and ensuring seamless execution of sales strategies

• Recognized for delivering high-value results while contributing to a collaborative and goal-oriented team environment

EDUCATION

SSC- part 1&2

01/2014 - 01/2015

F.G PUBLIC SCHOOL , Tarbela Cantt, Pakistan

HSSC- part 1&2

01/2016 - 01/2017

Manjanbazam Cadet college , Tarbela Cantt, Pakistan

SKILLS

Technical Skills: Claims Management, Customer Relationship Management, Performance Metrics Optimization, Quality Assurance, Client Needs Assessment, Multicampaign Sales Management

Soft Skills: Leadership, Team Management, High-Impact Communication, Conflict Resolution, Training and Mentorship, Adaptability

Tools: CRM Software, Sales Analytics Platforms, Customer Support Tools, Reporting Tools

Other: Product Knowledge (Medicare, Final Expense), Sales Strategy Development, Customer Retention Strategies, Sales Target Achievement

ACHIEVEMENTS

• Employee of the month, December 2023 at Ibex Global, for achieving the highest number of CSATS.

• Winner of the quarterly Best Agent award at IBEX, March 2024.

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