Fahad Sami

FAHAD SAMI 📍 Islamabad, Pakistan​ 📞-​ ✉️- 🔗 [LinkedIn – https://www.linkedin.com/in/fahad-qazi-a9ba2916b/] PROFESSIONAL SUMMARY Customer Support Specialist with 5+ years of experience in SaaS, e-commerce, and tech-driven support environments. Proven track record in managing helpdesk operations, customer support QA, and tools like Zendesk, Jira, and Shopify. Adept at improving ticket workflows, enhancing response quality, and aligning system configurations with client requirements. Seeking to leverage operational insight and technical expertise to improve customer satisfaction and support efficiency. CORE SKILLS ●​ Zendesk Configuration & Administration​ ●​ Customer Support QA​ ●​ Ticketing & CRM Systems (Gorgias, Agile CRM)​ ●​ Jira, Basecamp, Slack​ ●​ Shopify Platform Support​ ●​ Live Chat & Email Support​ ●​ E-commerce & SaaS Product Support​ ●​ Support Operations Management​ ●​ Conflict Resolution & Client Retention​ ●​ Microsoft Office & Google Workspace​ PROFESSIONAL EXPERIENCE Helpdesk Assistant – Support Operations​ Crescendo.ai | Islamabad | Feb 2024 – Present ●​ Managing daily support operations and ticket resolution workflows​ ●​ Conducting QA for customer interactions and identifying optimization areas​ ●​ Aligning Zendesk workflows, triggers, and macros based on client requirements​ ●​ Supporting internal teams with live chat operations and bot configuration updates​ Customer Sales Representative​ Lanera | Remote | Sep 2023 – Feb 2024 ●​ Handled customer inquiries and refunds on an e-commerce platform​ ●​ Provided chat and email support with high customer satisfaction ratings​ ●​ Managed customer complaints and improved retention through personalized support​ Customer Success Manager​ DUPR | Remote | Jun 2022 – Jul 2023 ●​ Played a key role in setting up the customer support structure from scratch​ ●​ Built and maintained an admin dashboard to facilitate user experience​ ●​ Supported integration of Shopify, Gorgias, and internal CRM tools​ ●​ Collaborated on system designs and streamlined client onboarding processes​ Customer Support Representative / SME (Refunds)​ iHerb | Islamabad | Oct 2019 – Jun 2022 ●​ Delivered prompt live chat and email support to global customers​ ●​ Promoted to Subject Matter Expert for leading refund resolution workflows ●​ Assisted in training new hires and handled high-priority complaint escalations​ ●​ Recognized as one of the top 3 agents in CSAT and performance metrics EDUCATION BBA (Hons), Human Resources​ Bahria University Islamabad | 2015 – 2019 FSc – Pre-Engineering​ Fauji Foundation College, New Lalazar | 2012 – 2014 REFERENCES Available upon request.