Rowail Javaid

Experience

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  University of Management and Technology - UMT

  Aug 2016 - Aug 2017

  Teaching Assistant

  Assisted the professor to set up the exams and scheduling the classes based on the schedules of the professors and the pupils to ensure no overlaps and conflicts. Assisted in checking the exams, evaluating the presentations, and grading the assignments. Maintained and complied results on Excel and Google Sheets. Performed invigilation during exams and strategized the topics to ensure pupils had fun and learned with comprehensive lectures with interactive sessions. Arranged and coordinated events and seminars with distinguished guests on subjects related to computer science and international relations. Show less

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  Mindbridge Private Limited

  Dec 2017 - Feb 2020

  Corporate Trainer

  Served in multiple positions, including customer services representative, team coordinator, assistant team lead, and customer services trainer for Uber Eats project dealing with European, Middle Eastern, Sub-Saharan African Markets and American markets. Provided standard and technical training on customer services and on the internal systems to offer maximum effectiveness in customer service interactions and management. Provided training sessions to the team leads and managers for effective customer service and new operational frameworks. Coordinated the training sessions between the clients and the leads, representing our organization. Rolled out new product training and refresher sessions for new and existing employees. Utilized technology and deep-dive data analysis to predict and forecast the flux of support requests and customer interactions. Set up the availability of necessary agents to ensure SLA is maintained while filing JIRA for reporting outages and resolving issues with OPS. Show less

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  Fab Glass and Mirror

  Mar 2020 - now

  CSR - Level 3 - Department Lead (Custom Cut and Market Places) - AI Training

  Started off as a CSR then got promoted to supervisor and eventually manager. Leading 2 departments and providing customer, logistical, operational, and technical support for specialized orders made per the customer specifications. Managing stakeholders and vendor relations, ensuring maximum efficiency and closing the gaps. Enabling a smooth communication and progress on operations with our vendors from different regions of US by having WBRs. Handling escalated cases, dispute,s and legal threats, along with working with commercial and high-volume sales partners to go the extra mile to make possible what we haven't done before. Flagging problems with existing infrastructure and continuously evolving strategies to rectify the issues using data-driven approach with CEO and CO-CEOs. Overlooking the enforcement of ASTM and GANA standards. I'm also responsible for auditing and training the AI assistant with company data based on the AI interactions with the customer. Show less