Shakaib Waqar

Experience

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  British Council

  May 2013 - Jun 2013

  Exam Invigilator

  Supervise GCE exams to ensure a disciplined & calm environment.Manage students in case of misconduct & malpractice.

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  Ufone 4G

  Jun 2013 - Oct 2017

  Customer Facilitation Agent

  Hired as a 789 agent for a 6-month contract from July 4th, 2013 till December 3rd, 2013 and promoted to 333 helpline afterwards as recognition of promising performance by the management.Responsible for answering customers’ queries (over the phone) for the UFONE GSM program, or as directed by the management.Suggest ways and alternatives by using active problem-solving skills to resolve complex customer service situations.

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  Uber

  Feb 2018 - Feb 2020

  Expert, In-person Support

  Walk driver-partners through the onboarding process and all of the tools they need to be successful on the Uber platform.Help existing driver-partners troubleshoot any issues they experience (i.e. a delayed payment).Stay on top of new Uber policies, procedures, and programs that affect driver-partners.Work with the Driver Operations team to make our support processes even better.Assist with events and promotions as needed (occasionally off-site, during off-hours or weekends). Show less

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  BreakThru

  Jun 2020 - Dec 2020

  Internet Service Representative

  Handling incoming chats from businesses based in the USA, Canada, UK, New Zealand & Australia.Processing chats from industries such as automotive dealerships, law firms, cosmetology, HVAC, real estate, IT industry & more.

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  Airlift Technologies

  Apr 2021 - Jul 2022

  Live Operations Lead (Warehouse)

  Manage end-to-end operations flow -- ensure smooth operations in line with strategic targets,Report daily operating metrics -- track and report on daily metrics,Dispatching -- ensure orders are being dispatched from the retail sites in a consistent and timely manner,Rider performance management -- partnering with the Delivery Operations team to execute on rider onboarding and performance management.

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  Ibex

  Oct 2022 - Feb 2024

  Chat Support Executive

  Respond to customers professionally to provide information about products and services, take/cancel orders, or obtain details of complaints while keeping records of customer interactions and transactions.Refer unresolved customer grievances or special requests to the designated departments for further investigation.Ideally, aim for First Contact Resolution (FCR).

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  SBT JAPAN

  May 2024 - Dec 2024

  Key Account Sales Executive

  Develop strategic relationships with key accounts.Build, maintain and track a robust sales pipeline of high-qualityprospects.Oversee account management and support business leads.Identify and pursue new sales opportunities.Enhance account volume and profitability within budget.Stay up-to-date with new product features and market trends.Suggest innovative ideas to increase sales and improve customerexperience.