Mushlam Gill

Mushlam Gill Customer Support Specialist-| https://www.Linkedin.com/in/mushlam-sm-gill | (- | Mianwali, Punjab, Pakistan PROFILE Customer Support Specialist with over 1 year of experience providing real-time assistance through live chat, phone, and email across APAC regions (Malaysia, Philippines, Singapore). Proven success in order tracking, payment resolution, and account management using CRM tools and ticketing systems. Recognized for exceeding KPIs, handling high-volume support channels, and delivering exceptional customer experiences while meeting strict SLA targets. WORK EXPERIENCE Customer Support Specialist 05/2024 — Present Lahore | Pakistan Mindbrige Private Limited Resolved an average of 120+ customer inquiries daily via phone, email, and live chat, contributing to a 20% increase in customer satisfaction scores. Maintained a 95% First Contact Resolution (FCR) rate by employing active listening and advanced troubleshooting methodologies. Balanced multiple chats while maintaining a focus on excellent communication skills and attention to detail. Achieved and maintained a 95% Customer Satisfaction (CSAT) score over 4 consecutive quarters, placing in the top 5% of the support team. Reduced Average Handle Time (AHT) by 15% (from 8 minutes to 6.8 minutes) by developing a streamlined issue-resolution workflow. De-escalated 10-15 complex customer complaints per week, successfully retaining at-risk accounts and improving customer loyalty. Closed an average of 98% of assigned tickets within the specified Service Level Agreement (SLA) timeframes. Proficient in using communication tools such as Intercom for live chat, Slack for internal collaboration. PROJECT Foodpanda Customer Service —APAC REGION Delivered real-time live chat support to customers in Malaysia, Philippines, and Singapore. Handled inquiries related to order tracking, delivery issues (live/post-delivery), payments, and account problems. Utilized CRM/ticketing systems to manage multiple concurrent chats with a high satisfaction rate. Collaborated cross-functionally to escalate and resolve complex issues per standard operating procedures. Demonstrated cultural sensitivity and empathy in resolving concerns across diverse regions. Maintained consistent SLA compliance for response and resolution times. SKILLS Core Competencies: Live Chat Support, Customer Experience, CRM Systems, Order Tracking, Escalation Management, Account Management, SLA Adherence, Ticketing Systems, Available to work in flexible shifts and across time zones. Soft Skills: Communication, Empathy, Patience, Problem Solving, Multitasking, Active Listening, Conflict Resolution, Attention to Detail, Persuasion, Adaptability, Positive Language, Fostering Relationships Technical Skills: Customer Support Tools, Online Chat Platforms, Microsoft Office, CRM Software (e.g., Zendesk) EDUCATION Bachelor of Commerce 12/2021 — 04/2024 University of Sargodha Sargodha | Pakistan Intermediate in Medical Science 08/2019 — 10/2021 Forman Christian College Lahore | Pakistan High School Diploma Comprehensive Model High School English Urdu Punjabi 03/2017 — 07/2019 LANGUAGE Sargodha | Pakistan