Muhammad Shan

MUHAMMAD SHAN 12-D Architects Engineers Society, Lahore, Pakistan 54000 Technical Support Leader with 3+ years of experience providing advanced troubleshooting, escalation management, and cross-functional collaboration in fast-paced, global organizations. Proven expertise in diagnosing complex technical issues, mentoring support teams, and driving process improvements that enhance efficiency and customer satisfaction. Adept at bridging the gap between support and engineering teams to resolve product-level challenges and deliver seamless customer experiences. EDUCATION Bachelor of Science in Applied Microbiology | UVAS Lahore Degree obtained July 2023 EXPERIENCE Support Team Lead | Revolut | London, UK Nov 2022 – Oct 2024 • Led a team of support agents, providing case oversight, prioritization, and guidance during high volume escalation periods to ensure minimal customer disruption. • Mentored and coached agents to strengthen diagnostic and customer-handling skills, driving a 1 2% increase in team productivity. • Recognized as a subject matter expert for complex investigations, bridging the gap between customers, support, and engineering teams. Customer Support Specialist | Walmart | United States Nov 2024 – June 2025 • • • Achieved a 95% CSAT score by efficiently diagnosing and resolving complex customer issues. Escalated high-level cases to product and backend teams, ensuring accurate bug documentation and timely resolution. Created knowledge base entries and internal documentation, enabling Tier 1 agents to resolve recurring issues independently. Virtual Assistant | CS Outsource | New York, US July 2025 – December 2025 • Managed end-to-end technical and operational support for short-term rental systems, handling escalations, issue resolution, and guest communication. • Coordinated with property managers, guests, and platform support teams to troubleshoot booking, access, and payment-related issues. • Implemented structured workflows that improved issue resolution times and minimized operational disruptions. SKILLS • • Troubleshooting & Escalation Management (L3/L4) Root Cause Analysis & Bug Reporting Mentoring & Coaching Juniors • • • Customer-Centric Mindset • Knowledge Base Development Process Optimization & Continuous Improvement