Ali Tahir

Team Lead

Upwork • Freelance

Dec 2020 - Present • 5 yrs 6 mos

Key Responsibilities Provided customer support via email, live chat, and ticketing systems for health and wellness products and subscription-based services. Assisted customers with account management, subscription inquiries, billing concerns, refunds, and product-related questions. Investigated and resolved customer complaints while ensuring a positive customer experience. Processed refund requests and subscription cancellations according to company policies. Maintained accurate records of customer interactions and case resolutions within CRM systems. Collaborated with internal teams, including billing, technical support, and product departments, to resolve complex customer issues. Educated customers on product features, services, and best practices to maximize user satisfaction. Managed high-volume support queues while meeting response time and quality standards.

customer service representative

Uber Eats • Tiempo completo

Dec 2018 - Dec 2020 • 2 yrs

Key Responsibilities: Provided professional customer support through email, live chat, and phone channels for international clients. Handled customer inquiries, complaints, account-related issues, and service requests while maintaining high customer satisfaction standards. Investigated and resolved customer concerns efficiently by following company policies and procedures. Managed support tickets through CRM and ticketing systems, ensuring timely responses and resolutions within SLA requirements. Assisted customers with troubleshooting, billing inquiries, account updates, and service-related questions. Escalated complex cases to relevant departments while maintaining clear communication with customers throughout the resolution process. Maintained accurate customer records, case notes, and interaction histories. Collaborated with internal teams to improve customer experience and resolve recurring issues. Participated in quality assurance reviews, team meetings, coaching sessions, and performance improvement initiatives. Consistently met key performance indicators (KPIs) including customer satisfaction, response time, quality scores, and productivity targets.