Ali Hamza

Experience

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  Attock Refinery Limited

  Apr 2013 - Nov 2015

  Process Engineer

  Optimized refining processes (e.g., distillation, hydrotreating, catalytic cracking) to enhance efficiency, yield, and safety across refinery operations.Performed process simulations and modeling using tools such as Aspen Plus and HYSYS, improving process design and ensuring compliance with safety and environmental standards.Conducted process troubleshooting and root cause analysis, resolving operational inefficiencies and equipment malfunctions to maintain smooth refinery operations.Led process improvement projects, collaborating with cross-functional teams to implement cutting-edge technologies, resulting in increased throughput and reduced costs.Ensured regulatory compliance with industry standards, including environmental, safety, and quality control regulations, maintaining a safe operational environment.Designed and executed lab-scale and pilot-scale experiments, testing new chemicals, catalysts, and process variables for larger-scale implementation.Collaborated with maintenance and operations teams to assess and optimize equipment performance, including pumps, heat exchangers, reactors, and distillation columns.Developed and reviewed technical documentation, including process flow diagrams (PFDs), standard operating procedures (SOPs), and process safety management (PSM) reports.Implemented energy efficiency initiatives, reducing operational costs and improving sustainability through energy conservation and waste reduction strategies.Provided technical support and training to junior engineers and operators, enhancing team performance and ensuring adherence to best practices in process safety and operations. Show less

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  Touchstone Communications

  Dec 2014 - Nov 2015

  Senior Sales Executive

  Drove revenue growth by identifying and capitalizing on new business opportunities, securing high-value contracts, and expanding the customer base in the telecommunications sector.Managed a robust sales pipeline, consistently meeting or exceeding sales quotas through effective prospecting, qualification, and closing strategies.Developed and executed sales strategies, focusing on both client acquisition and retention to achieve sustainable growth in voice, data, and cloud services.Cultivated and maintained strong relationships with key stakeholders, including C-level executives, ensuring customer satisfaction and fostering long-term partnerships.Conducted comprehensive needs assessments to understand client requirements, proposing tailored solutions that addressed pain points and delivered value.Collaborated with cross-functional teams, including marketing, product, and customer service, to deliver integrated solutions that met client specifications.Negotiated and closed contracts, ensuring alignment with client needs, company objectives, and profitability goals.Analyzed market trends and competitor activity to identify new opportunities for business growth and service enhancements.Utilized CRM software (Salesforce) to track and manage client interactions, sales activities, and performance metrics, ensuring accurate forecasting and pipeline management.Provided post-sale account management, conducting regular business reviews to enhance customer satisfaction, resolve issues, and drive client retention. Show less

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  Buadil Contracting

  May 2016 - Nov 2016

  Marketing Event Coordinator

  Provided exceptional customer service to yacht owners, potential clients, and partners, addressing inquiries related to yacht sales, rentals, maintenance services, and charter bookings.Coordinated yacht bookings and reservations, ensuring accurate scheduling, timely communication, and seamless service delivery for clients.Assisted clients with yacht maintenance requests, troubleshooting issues, coordinating repairs, and ensuring the timely resolution of service-related concerns.Managed client accounts, maintaining up-to-date records of service histories, preferences, and specific yacht-related needs to provide personalized support.Resolved customer complaints and inquiries promptly, handling sensitive situations with professionalism and ensuring customer satisfaction throughout the resolution process.Collaborated with internal teams, including yacht operations, sales, and marketing, to ensure a consistent and high-quality customer experience across all touchpoints.Provided product knowledge to clients, offering detailed information about yacht features, specifications, and available services, helping clients make informed decisions.Maintained strong relationships with clients, regularly following up to ensure satisfaction, gather feedback, and promote repeat business or additional services.Handled customer communications through various channels, including phone, email, and in-person meetings, ensuring a seamless experience and quick issue resolution.Supported yacht-related events and promotions, assisting with coordination and client communication to enhance brand visibility and customer engagement. Show less

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  Ibex

  Nov 2016 - May 2019

  Supervised a team of customer support agents, ensuring adherence to service level agreements (SLAs) and achieving key performance indicators (KPIs) such as response time, resolution time, and customer satisfaction (CSAT) scores.Optimized team performance through coaching, mentoring, and regular performance evaluations, fostering a high-performance culture and improving customer service quality.Developed and implemented operational strategies, improving workflows, streamlining processes, and enhancing team efficiency while maintaining a consistent customer service experience.Managed escalated customer issues, resolving complex concerns efficiently and ensuring timely, effective solutions that aligned with company policies and client expectations.Trained and onboarded new customer support agents, ensuring they were proficient in company products, customer service protocols, and operational best practices.Managed scheduling, staffing, and attendance, ensuring adequate coverage during peak periods and maintaining optimal team productivity.Collaborated with cross-functional teams, including quality assurance, training, and IT departments, to resolve operational challenges and enhance overall service delivery.Analyzed performance data to identify trends and areas for improvement, recommending process changes that resulted in increased efficiency and higher customer satisfaction.Ensured compliance with company policies, client requirements, and industry regulations, maintaining consistent service quality across all support channels.Led continuous improvement initiatives, implementing strategies to address service gaps and enhance operational performance, contributing to the achievement of organizational goals. Show less Processed and managed claims efficiently, ensuring timely resolution of customer issues related to billing, product returns, warranty claims, and service disputes.Reviewed and assessed claims in accordance with company policies and client-specific guidelines, identifying discrepancies and facilitating the appropriate resolutions.Communicated effectively with customers via phone, email, and chat, providing clear explanations and updates on claim status, ensuring a positive customer experience throughout the process.Collaborated with internal teams, including customer support, operations, and legal, to ensure compliance with company policies and regulatory requirements in the claims process.Investigated complex claims to identify root causes, gathering necessary information, documentation, and evidence to support accurate and fair claims decisions.Maintained accurate records of claim details, resolutions, and customer interactions in the CRM system, ensuring proper documentation for reporting and auditing purposes.Analyzed claims data to identify trends, potential issues, and opportunities for process improvements, collaborating with management to enhance claims handling procedures.Provided training and guidance to junior claims specialists and customer support agents on claims handling procedures, ensuring consistency and adherence to company standards.Ensured customer satisfaction by handling escalated claims and issues promptly, resolving disputes, and ensuring that customer expectations were met or exceeded.Achieved high performance metrics, including claim resolution time, customer satisfaction (CSAT) scores, and claim accuracy, contributing to overall team success. Show less

  • Operations Supervisor

    Jun 2017 - May 2019

  • Senior Claims Specialist

    Nov 2016 - Jun 2017
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  Motive

  Aug 2019 - Nov 2022

  Led and managed a team of 18 Chat Support Specialists, ensuring high-quality customer service across various channels, including web bots, emails, calls, and social media.Developed and implemented performance improvement plans to enhance individual and team efficiency, achieving a 92%+ customer satisfaction rate.Conducted regular audits and coaching sessions to ensure compliance with quality standards and project objectives.Designed and optimized end-to-end chat flows, operational guidelines, and system-level processes to streamline customer interactions and improve overall support efficiency.Collaborated with Project Managers, Ada & Salesforce engineers to suggest and implement system enhancements aimed at improving project performance and user experience.Built and optimized chat flows, keywords, and bot training modules in collaboration with Ada support to drive system accuracy and customer engagement.Achieved a 60% deflection rate from voice channels, reducing the volume of calls and increasing efficiency in the chat support process.Coordinated testing and diagnostics with sales, engineering support, and project management teams to troubleshoot and resolve system issues.Managed client interactions across multiple social media platforms including BBB, Captera, Twitter, Google Play, and Apple Store, ensuring timely and effective resolution of queries and feedback. Show less Led and managed a technical support team, ensuring the timely and effective resolution of client issues related to ELD compliance software, hardware, and integrations.Served as the primary escalation point for high-priority technical issues, ensuring prompt resolution and maintaining high client satisfaction.Oversaw client onboarding and implementation projects, ensuring seamless deployment of ELD software and compliance with FMCSA (Federal Motor Carrier Safety Administration) regulations.Analyzed support metrics and trends to identify improvement opportunities, optimizing workflows and enhancing team performance.Delivered training programs for internal teams and clients on ELD software usage, troubleshooting processes, and regulatory compliance requirements, increasing product adoption and reducing support ticket volume.Collaborated with product and engineering teams to resolve recurring client issues, influence the product roadmap, and implement enhancements aligned with client needs.Created and maintained comprehensive knowledge bases and user guides, empowering clients to troubleshoot issues and understand compliance requirements independently.Achieved and sustained high client satisfaction scores, proactively addressing concerns, delivering tailored solutions, and ensuring compliance goals were met. Show less Ensured regulatory compliance with FMCSA (Federal Motor Carrier Safety Administration) ELD mandates and other transportation industry regulations, maintaining 100% compliance across all operations.Developed and implemented compliance policies and procedures, aligning with federal and state requirements to support ELD software solutions for clients in the logistics and transportation industry.Monitored industry regulation updates and proactively communicated necessary changes to internal teams and clients to ensure continued adherence to compliance standards.Collaborated with product and engineering teams to ensure ELD software functionality met compliance requirements, including reporting, data retention, and system accuracy standards.Conducted audits and assessments of internal processes and client implementation practices, identifying risks and recommending corrective actions to maintain compliance integrity.Led training sessions for internal teams and clients on regulatory requirements, best practices for ELD usage, and new compliance features within the SaaS platform.Managed client inquiries and escalations related to ELD compliance, providing expert advice and resolving issues to maintain high client satisfaction.Prepared compliance reports and documentation for regulatory agencies and stakeholders, ensuring accurate and timely submissions. Show less Provided advanced technical support for ELD compliance SaaS solutions, troubleshooting issues related to hardware integrations, telematics systems, and data inconsistencies.Ensured adherence to FMCSA regulations, assisting clients with resolving Hours of Service (HOS) violations, log discrepancies, and data transfer challenges.Streamlined technical support operations by implementing ticketing workflows and escalation protocols, resulting in reduced resolution times and improved team efficiency.Built and maintained strong client relationships by engaging regularly with key accounts to assess satisfaction, gather feedback, and recommend tailored solutions.Collaborated with product and engineering teams to document client feedback, driving enhancements to system performance and compliance-related features.Facilitated quarterly business reviews (QBRs) for enterprise clients, offering detailed insights into platform usage, compliance status, and opportunities for process optimization.Led comprehensive training sessions for new clients and internal teams, covering ELD functionality, reporting tools, and best practices for compliance.Achieved a 95%+ client retention rate, demonstrating expertise in resolving complex technical issues and delivering exceptional, personalized support. Show less Delivered exceptional first-line support for customers, resolving inquiries related to ELD compliance software functionality, hardware setup, and system integrations.Ensured FMCSA compliance by assisting clients in addressing Hours of Service (HOS) violations, log corrections, and device connectivity issues.Diagnosed and troubleshot technical problems with ELD systems, telematics devices, and data synchronization, ensuring timely issue resolution and minimal downtime.Facilitated client onboarding and training, guiding customers through ELD implementation and educating them on software features and compliance requirements.Collaborated with cross-functional teams, including engineering, technical support, and account management, to resolve complex client issues and improve service delivery.Maintained detailed and accurate records of client interactions, issue resolutions, and system feedback in a CRM platform to track trends and enhance support workflows.Authored knowledge base articles, FAQs, and user guides, empowering customers to independently resolve common technical and compliance-related issues.Responded promptly to client inquiries across multiple channels (email, phone, and chat), ensuring adherence to service-level agreements (SLAs) and maintaining a high level of service quality.Identified recurring issues and collaborated with product teams to recommend and implement system enhancements that improved user experience and compliance functionality.Consistently achieved high customer satisfaction (CSAT) ratings, leveraging strong problem-solving skills and a client-centric approach to exceed expectations. 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  • Associate Manager Chat & Social Media

    May 2022 - Nov 2022

  • Associate Manager Technical Support & Client Relationship

    Aug 2021 - May 2022

  • Associate Manager Compliance

    Aug 2020 - Aug 2021

  • Compliance Support Specialist

    Dec 2019 - Aug 2020

  • Customer Support Specialist

    Aug 2019 - Dec 2019
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  Randstad Canada

  Aug 2023 - now

  Customer Service Representative

  Served as the primary point of contact for client inquiries related to HR services, benefits programs, including health insurance enrollment, claims management, and coverage updates.Provided expert assistance with 401(k) and pension plan enrollment, contribution adjustments, distribution requests, and ensured compliance with relevant retirement plan regulations.Resolved complex issues related to health benefits, retirement plans, and employee benefits, delivering accurate and timely solutions to enhance client satisfaction.Collaborated with cross-functional teams (compliance, payroll, and client support) to address client concerns and maintain adherence to internal SLAs.Educated clients on HR best practices, industry trends, and regulatory changes to support informed decision-making regarding employee benefits.Maintained and managed sensitive client data, ensuring accuracy, integrity, and confidentiality in full compliance with data privacy regulations (e.g., GDPR, HIPAA).Led training sessions on HR technology platforms, benefits enrollment, and retirement planning tools, increasing user adoption and operational efficiency.Identified and implemented process improvements to optimize service delivery, minimize errors, and enhance overall client satisfaction. Show less