Jawad Nisar
CUSTOMER SUPPORT REPRESENTATIVE
• Customer support leader with 10+ years in technical support and customer service, resolving inquiries
through structured ticketing workflows.
• Directed cross-functional collaboration with product and engineering teams to troubleshoot issues and
improve system usage processes.
• Managed escalated client situations with empathy and sound judgment, maintaining consistent high
satisfaction levels.
• Streamlined support operations, reducing average resolution time by about 20% and enhancing
documentation accuracy.
WORK EXPERIENCE
Jacuzzi USA, (Remote / USA)
Technical Support Agent
Sep 2025 - Dec 2025
my.mySutro.com (Remote / California, USA)
Team Lead Customer Care
May 2022 - Aug 2025
• Delivered exceptional technical support and customer service to users.
• Email and phone support.
• Point of contact for the IoT product issues reagarding set-up, troubleshooting.
• Point of contact for the dealers and users regarding any questions and technical issues about the device.
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Delivered exceptional technical support and customer service to users.
Directed daily operations, ensuring seamless execution and consistently meeting production targets.
Supervised operations staff and kept employees compliant with company policies and procedures.
Increased profit by streamlining operations, improving operational efficiency by about 15%.
Managed support tickets through Zendesk, and Salesforce, ensuring accurate documentation of all client
interactions.
Pakland Marble
Operations Manager
Rashakai, Mardan, Khyber Pakhtunkhwa
Apr 2016 - Mar 2022
• Oversaw daily store functions in compliance with company policies.
• Trained and developed staff while consistently achieving KPI goals.
• Monitored staff performance and implemented structured training schedules, improving productivity by
about 10%.
• Provided on-ground support to underperforming staff, boosting morale and productivity by around 12%.
Naqqash
Community Volunteer
Sakhakot, Pakistan
Jul 2019 - Present
• Leading initiatives for women empowerment and community welfare.
Sakhakot Cricket Club
Founder and Manager
• Founded and managed youth cricket club to promote sports engagement.
EDUCATION
University of London| United Kingdom
BBA, Business Administration
Sakhakot, Pakistan
Jul 2011 - Present
SKILLS
Ticketing & Issue Management: Jira Service Desk, Ticketing Systems, Troubleshooting, Technical Support,
Software Helpdesk
SaaS & Systems: SaaS, System Usage, Data Handling, Communication Systems, Emergency Management
Customer Service & Retention: Customer Service, Escalation Management, Training & Onboarding, Crossfunctional Collaboration
ACCOMPLISHMENTS
• Successfully built long-term client relationships and drove consistent team growth
• Maintained high-performance levels across diverse roles and responsibilities
INTERESTS
• Sports and fitness
• Community development and youth engagement
PERSONAL QUALITIES
• Highly positive, motivated, and proactive attitude
• Empathetic and strong communicator
• Adaptive and effective under pressure
