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Hello! I'm Muhammad Usama Rahman, a Customer Success Specialist with extensive experience supporting international clients including Foodpanda, Walmart, and Mercari through IBEX Global. I thrive in chat, email, and phone-based support, resolving issues quickly and ensuring service recovery with a focus on customer satisfaction. I am proficient with Salesforce and Zendesk, strong CRM skills, data-driven problem solving, and I manage multiple tasks while maintaining quality. I look forward to leveraging my background in design education and client-facing roles to help teams deliver outstanding service.…Hello! I'm Muhammad Usama Rahman, a Customer Success Specialist with extensive experience supporting international clients including Foodpanda, Walmart, and Mercari through IBEX Global. I thrive in chat, email, and phone-based support, resolving issues quickly and ensuring service recovery with a focus on customer satisfaction. I am proficient with Salesforce and Zendesk, strong CRM skills, data-driven problem solving, and I manage multiple tasks while maintaining quality. I look forward to leveraging my background in design education and client-facing roles to help teams deliver outstanding service.

Muhammad Usama Rahman

Designer, Brand Designer, Graphic Designer, +4

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Hello! I'm Muhammad Usama Rahman, a Customer Success Specialist with extensive experience supporting international clients including Foodpanda, Walmart, and Mercari through IBEX Global. I thrive in chat, email, and phone-based support, resolving issues quickly and ensuring service recovery with a focus on customer satisfaction. I am proficient with Salesforce and Zendesk, strong CRM skills, data-driven problem solving, and I manage multiple tasks while maintaining quality. I look forward to leveraging my background in design education and client-facing roles to help teams deliver outstanding service.…Hello! I'm Muhammad Usama Rahman, a Customer Success Specialist with extensive experience supporting international clients including Foodpanda, Walmart, and Mercari through IBEX Global. I thrive in chat, email, and phone-based support, resolving issues quickly and ensuring service recovery with a focus on customer satisfaction. I am proficient with Salesforce and Zendesk, strong CRM skills, data-driven problem solving, and I manage multiple tasks while maintaining quality. I look forward to leveraging my background in design education and client-facing roles to help teams deliver outstanding service.

Available to hire

Hello! I’m Muhammad Usama Rahman, a Customer Success Specialist with extensive experience supporting international clients including Foodpanda, Walmart, and Mercari through IBEX Global. I thrive in chat, email, and phone-based support, resolving issues quickly and ensuring service recovery with a focus on customer satisfaction.

I am proficient with Salesforce and Zendesk, strong CRM skills, data-driven problem solving, and I manage multiple tasks while maintaining quality. I look forward to leveraging my background in design education and client-facing roles to help teams deliver outstanding service.

Skills

Experience Level

Expert

Expert

Expert

Intermediate

Intermediate

Language

English

Fluent

Urdu

Fluent

Sindhi

Fluent

Work Experience

Customer Support – Mercari at IBEX Global, Karachi, Pakistan

July 1, 2023 - Present

Resolved customer issues via email while tracking and documenting cases. Managed escalations in collaboration with the service recovery team. Improved satisfaction scores through prompt and empathetic support.

Team Lead – Mercari at IBEX Global, Karachi, Pakistan

July 1, 2023 - December 1, 2025

Led and supported teams of customer support representatives handling email-based inquiries. Monitored performance metrics, quality scores, and adherence to Mercari support standards. Coached team members to improve communication, efficiency, and customer satisfaction.

Customer Support – Walmart at IBEX Global, Karachi, Pakistan

August 1, 2022 - July 1, 2023

Delivered chat and email support to resolve customer queries and complaints. Supported escalated cases to ensure SLA and KPI compliance. Achieved consistent positive customer feedback and high performance.

Customer Support – Foodpanda PK at IBEX Global, Karachi, Pakistan

March 1, 2022 - August 1, 2022

Provided chat and call support across APAC region ensuring timely resolutions. Assisted service recovery team to address complaints and service gaps. Maintained productivity and quality in a fast-paced environment.

Customer Support – Foodpanda APAC at IBEX Global, Karachi, Pakistan

March 1, 2022 - August 1, 2022