M

Mouaiz

About

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Rawalpindi, Punjab, Pakistan

Timeline

work
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school
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Résumé

Jobs verified_user 0% verified
  • T
    Technical Support Engineer
    TrackDrive
    Jul 2024 - Current (2 years 4 months)
    TrackDrive is a call tracking and lead management platform that helps businesses optimize their marketing campaigns and maximize revenue.
    • Diagnose and resolve complex technical issues related to call tracking, APIs, Webhooks, and data reporting, ensuring the platform's smooth operation.
    • Investigate and debug platform issues, analyzing call logs and system data to identify root causes.
  • T
    Technical Support
    TrackDrive
    Jul 2024 - Current (2 years 4 months)
    Technical Support Engineer
  • Poplin
    Team Lead Customer Support/Success
    Poplin
    Jan 2024 - Jul 2025 (1 year 7 months)
    Poplin is an on-demand laundry service platform that was formerly known as SudShare.
    • Monitor agent performance metrics (quality, productivity, attendance) and ensure quality assurance scores remain above 90%.
    • Regularly coach agents based on QA feedback, metrics, surveys, and observations.
    • Trained and onboarded new hires, equipping them with the necessary skills and knowledge to excel in their roles.
    • Utilized Data analysis, Google Workspace, Process improvement, Recruitment, Scheduling, Screening, and Slack to support team operations over 7 years of experience.
  • Motive
    Customer Success Manager Coordinator
    Motive
    Jan 2023 - Jan 2024 (1 year 1 month)
    Motive, formerly KeepTruckin, is a technology company that provides a fleet management platform to help businesses in the physical economy.
    • Served as the primary technical point of contact, coordinating seamlessly across internal departments to expedite solutions and maintain a consistent workflow.
    • Streamlined post-sales support to increase customer retention rate among enterprise clients by 27%
  • Poplin
    Operations Specialist
    Poplin
    Jan 2021 - Current (5 years 10 months)
    Managed financial and operational tasks including Payroll processing, Inventory tracking, Route optimization, and Bookkeeping with 7 years of experience.
  • Motive
    Technical Support
    Motive
    May 2019 - Jan 2023 (3 years 9 months)
    Tier 2
    • Implemented process optimization initiatives to improve operational efficiency since 2019.
  • Motive
    Tier 2 Support
    Motive
    Jan 2019 - Jun 2019 (6 months)
    The platform combines hardware and software to automate operations like vehicle tracking, driver safety, and maintenance.
    • Led resolution of escalated technical issues in Tier 3, identifying the root causes and implementing effective solutions, maintaining a high-resolution rate.
    • Contributed to the knowledge base by documenting Motive software resources and processes, empowering colleagues with improved troubleshooting resources.
    • De-escalated challenging situations and resolved issues for upset customers, maintaining professionalism and exceeding expectations.
    • Consistently ranked in the department's top 3 for completed tasks
  • Touchstone Communications
    CSR
    Touchstone Communications
    Apr 2014 - Jul 2018 (4 years 4 months)
    Cold calling
    • Leveraged 7 years of experience in Outbound sales and Inbound sales to drive customer engagement and revenue growth.
Education verified_user 0% verified
  • Google
    Google Project Management
    Google
    Feb 2025 - Feb 2026 (1 year 1 month)