WELCOME.EXE — Running
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Customer Service · BPO · Tech Learner

Hafiz Muhammad
Tahir Hassan

Turning service into solutions — one interaction at a time.

▼ Scroll Down For More ▼
01 — About Me
ABOUT.TXT — Notepad
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Available for opportunities

A service professional building toward tech.

I'm a customer service professional with 1+ year in BPO operations — currently working as an L2 Merchant Support Agent for a UAE-based project. I handle escalated cases, troubleshoot complex issues, and make sure every merchant interaction ends with clarity and resolution.

Alongside my day job, I'm pursuing a BS in Information Technology at the University of Education, Lahore — with a growing interest in Flutter development and Android apps. I'm the kind of person who memorized the Quran over four years and led a cadet regiment; I bring that same discipline to everything I do.

// PROFILE STATS //
1+YEAR BPO EXP
4THSEMESTER BS-IT
L2CURRENT ROLE LVL
4LANGUAGES SPOKEN
02 — Skills

What I bring to the table

SKILLS.EXE
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Customer Service & Operations

Voice Support (L1 & L2) Email Support Complaint Resolution Workflow Coordination Training Delivery Team Onboarding Knowledge Transfer CRM Management
TOOLS.EXE
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Tools & Software

Oracle Service Cloud Microsoft Office Google Workspace Remote Desktop Database Management Professional Email
DEV.EXE
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Programming & Dev LEARNING

Flutter Dart Kotlin (Intro) Android Development UI Implementation
Flutter
Android Dev
Kotlin
LANG.EXE
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Languages

UrduNative
EnglishFluent
PunjabiConversational
PashtoConversational
03 — Experience

Where I've worked

★ CURRENT JOB ★
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L2 Merchant Support Agent

Abacus BPO Outsourcing — UAE Merchant Support Project

Feb 2026 — Present
  • Promoted to L2 support — handling escalated merchant cases for UAE-based clients requiring advanced product knowledge
  • Coordinate with internal teams and clients to resolve complex merchant issues beyond L1 scope
  • Apply root-cause analysis to recurring issues, contributing to ongoing process improvement
  • Maintain detailed documentation of interactions and outcomes in internal CRM systems
JOB-HISTORY.EXE
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L1 Voice Customer Service Agent

Abacus BPO Outsourcing — Careem-Hala Project

Jul 2025 — Jan 2026
  • Handled inbound customer calls for Careem ride-hailing service — ride inquiries, troubleshooting, app support
  • Managed high call volumes while maintaining professionalism and effective problem resolution
  • Guided users through app features to ensure smooth, positive experiences
Careem Systems · Microsoft Office · Email Platforms
JOB-HISTORY.EXE
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Customer Service Representative — Back-Office & Training

Mindbridge Pvt. Ltd. — ePay Worldwide Project

Mar 2023 — Mar 2024

Back-Office Agent (9 months)

  • Managed email workflows, customer data, and transaction processing within ePay Worldwide's payment system
  • Maintained database accuracy using Remote Desktop and Oracle Service Cloud

Trainer & Agent (3 months)

  • Onboarded and trained new hires on Oracle Service Cloud and operational procedures
  • Monitored trainee progress while continuing to handle back-office responsibilities
Oracle Service Cloud · Remote Desktop · Google Workspace · MS Office
JOB-HISTORY.EXE
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Junior Flutter Developer Internship

Devs Inn Technologies — Remote, Unpaid

Apr 2024 — Jun 2024
  • Built a complete app screen for a logo application using Flutter widgets and UI components
  • Contributed to a real mobile app project gaining practical Flutter development experience
JOB-HISTORY.EXE
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Airman Trainee Military Training

Pakistan Air Force Base, Kohat

Jun 2021 — Oct 2021
  • Completed 4 months of military training — physical conditioning, teamwork, and operational procedures
  • Developed discipline, resilience, and structured task management under rigorous conditions
JOB-HISTORY.EXE
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Private Tutor

Self-Employed — Lahore

Dec 2020 — Jun 2021
  • Tutored 10th-grade students in Mathematics, English, Physics, Chemistry, and Sciences
  • Developed customized lesson plans that helped students achieve strong academic results
04 — Education

Academic background

IN-PROGRESS.EXE
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In Progress

BS Information Technology

University of Education, Township Campus — Lahore

Oct 2021 – Expected 2028  ·  4th Semester  ·  CGPA ~3.0

EDU-RECORD.EXE
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1st Position

Hifz-ul-Quran

Jamia Madinah-tul-Ilm — Lahore

Feb 2014 – Jan 2018  ·  80/100  ·  Certified by Tanzeem-ul-Madaris at Jamia Naeemia

EDU-RECORD.EXE
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89% — Leadership Role

Intermediate (HSSC) — Pre-Medical

Cadet College Sohawa — Lahore Board

Oct 2018 – Oct 2020  ·  Regulating Cadet Captain (Two-Star)

EDU-RECORD.EXE
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92%

Matriculation (SSC) — Science

Al-Khalid School of Excellence — Lahore Board

Feb 2014 – Oct 2017

05 — Contact
CONTACT.EXE — Sign My Guestbook!
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Let's connect.

Whether you have an opportunity, a question, or just want to say hi — my inbox is open.

hmtahirhassan@gmail.com +92 328 8112 876

Lahore, Pakistan

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