KOMAIL ZIA KAZMI
Customer Service Expert
Kuala Lumpur
Summary
Skilled and results-oriented professional with extensive experience in content moderation, technical support, and team management support. Adept at ensuring smooth operations, meeting key performance indicators (KPIs), and maintaining high-quality standards. Proven ability to implement innovative solutions, and foster a collaborative work environment.
Overview
5
5
years of professional experience
20
20
years of post-secondary education
2
2
Languages
Work History
Shift Lead, Content Moderator
Teleperformance (formerly Majorel)
06.2023 - Current
- Managed queue operations, minimized backlog, and prepared productivity reports for supervisors
- Developed and implemented productivity tracking systems to streamline agent performance monitoring
- Assisted agents on the production floor, ensuring quality, accuracy, and SLA requirements were met
- Prepared and delivered productivity and backlog reports each day for supervisors’ real-time updates
- Introduced a leave application tracker enabling automated notifications for leave approvals
- Maintained great productivity, quality, and efficiency levels, consistently exceeding performance benchmarks while managing shift lead responsibilities
- Responded to user queries regarding account safety via live chat, ensuring empathy and high-quality support
- Documented and distributed minutes of meetings for operational and quality updates to ensure all agents are informed and aligned with requirements
Technical Support Specialist
Motive
04.2023 - 06.2023
- Provided voice support for onboarding, device troubleshooting, and account maintenance
- Collected customer support requests and translated findings into actionable bug reports
- Collaborated with engineering teams to resolve technical issues, ensuring user satisfaction
Platform Content Analyst
Accenture
01.2022 - 12.2022
- Investigated and resolved content issues to maintain platform safety and compliance
- Monitored and analyzed online content to ensure alignment with company guidelines
- Worked closely with shift leads to streamline operations and optimize turnaround times
Junior Web Developer (Internship)
National Trading Company
01.2020 - 04.2020
- Developed web templates using HTML, CSS, PHP, and JavaScript
- Connected websites to databases using MySQL, improving functionality and user experience
- Proficiency in Windows 10 and Microsoft Office
Education
Bachelor of Science - Cyber Security
Asia Pacific University of Technology And Innovation
Kuala Lumpur 05.2019 - 05.2021
Diploma - Information Communication Technology
Asia Pacific University of Technology And Innovation
Kuala Lumpur 05.2017 - 03.2019
IGCSE in Information Communication Technology - Information Communication Technology
Hala International School
Jeddah 04.2001 - 01.2017
Skills
Team Leadership
Time Management
Microsoft Office Proficiency
Technical Support & Troubleshooting
Customer Support & Communication
Database Management
Content Moderation
Operational Efficiency
Timeline
Shift Lead, Content Moderator
Teleperformance (formerly Majorel)
06.2023 - Current
Technical Support Specialist
Motive
04.2023 - 06.2023
Platform Content Analyst
Accenture
01.2022 - 12.2022
Junior Web Developer (Internship)
National Trading Company
01.2020 - 04.2020
Bachelor of Science - Cyber Security
Asia Pacific University of Technology And Innovation
05.2019 - 05.2021
Diploma - Information Communication Technology
Asia Pacific University of Technology And Innovation
05.2017 - 03.2019
IGCSE in Information Communication Technology - Information Communication Technology
Hala International School
04.2001 - 01.2017
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