Hafiz Muhammad Tahir Hassan

01 — About

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.

1+Year BPO Experience

4thSemester BS IT

L2Current Role Level

4Languages Spoken

02 — Skills

What I bring to the table

Customer Service & Operations

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

Tools & Software

Oracle Service Cloud Microsoft Office Google Workspace Remote Desktop Database Management Professional Email

Programming & Dev Learning

Flutter Dart Kotlin (Intro) Android Development UI Implementation

Flutter

Android Dev

Kotlin

Languages

UrduNative

EnglishFluent

PunjabiConversational

PashtoConversational

03 — Experience

Where I've worked

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

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

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

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

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

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

BS Information Technology

University of Education, Township Campus — Lahore

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

1st Position

Hifz-ul-Quran

Jamia Madinah-tul-Ilm — Lahore

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

89% — Leadership Role

Intermediate (HSSC) — Pre-Medical

Cadet College Sohawa — Lahore Board

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

92%

Matriculation (SSC) — Science

Al-Khalid School of Excellence — Lahore Board

Feb 2014 – Oct 2017