Muhammad Shan

I am a Technical Support & Operations Professional with 3+ years of hands-on experience working with global companies in customer support, technical troubleshooting, and remote operations.

Support Team Lead – Revolut (UK) | 2 years (Nov 2022 – Oct 2024)

At Revolut, I led and supported a customer support team handling complex technical and account-related issues. My work included escalation management (Tier 3/4), mentoring junior agents, coordinating with engineering and product teams, and resolving high-impact customer incidents. I also contributed to process improvements and internal documentation to reduce repeat issues and improve resolution time.

Customer Support Specialist – Walmart (USA) | 8 months (Nov 2024 – June 2025)

At Walmart, I worked as a customer support specialist handling high-volume customer queries. I diagnosed and resolved complex issues, escalated technical cases to backend teams, maintained detailed case notes, and consistently achieved high customer satisfaction scores. I also helped improve internal knowledge resources for frontline agents.

Virtual Assistant (Short-Term Rentals) – CS Outsource (USA) | 6 months (July 2025 – Dec 2025)

As a virtual assistant, I managed end-to-end operational and technical support for short-term rental properties. My responsibilities included guest communication, booking and payment issue resolution, platform troubleshooting (Airbnb/booking systems), and coordination with property managers and support teams. I introduced structured workflows that reduced operational delays.

Services I offer:

• Technical & Customer Support (Tier 1–Tier 4)
• Escalation and issue resolution
• Remote operations & virtual assistance
• Knowledge base creation & process improvement
• Customer communication and case management

I am comfortable working remotely with international teams, following SOPs, and handling time-sensitive tasks independently.