Muhammad Kayani

Muhammad Kayani is a seasoned Customer Service Manager with extensive experience in leading teams across various industries. Currently serving as the Senior Customer Service Manager at ServiceMarket since February 2024, Muhammad has successfully implemented processes that drastically improved response times, customer satisfaction, and service level agreements (SLAs). Achievements include reducing chat response times from 44 minutes to 1 minute, increasing customer satisfaction scores significantly within three months, and establishing a comprehensive ticketing process on Zendesk. Prior to this role, Muhammad built the customer service framework from the ground up at The Giving Movement, managed customer service teams at Namshi.com, and held supervisory roles at Touchstone Communications. With a Bachelor of Commerce degree from the University of the Punjab, Muhammad's career reflects a strong foundation in business and customer service excellence.