Customer Service & Operations Specialist

SYED MUHAMMAD ALI, MBA

Brampton, ON 647-***-**** ***.*********@*****.*** linkedin.com/in/syed-muhammad-ali-14792b161

PROFESSIONAL SUMMARY

Customer service and operations professional with 7+ years of experience supporting B2B and B2C customers, managing customer inquiries, order and inventory information, issue resolution, documentation, and cross-functional coordination. Brings direct Canadian manufacturing experience with Toyota Motor Manufacturing Canada and Celtrade, combined with operations and CRM experience at Skylevel Clothing and customer support leadership for a global SaaS organization. Proven ability to manage multiple priorities, maintain accurate records, communicate proactively, investigate issues, and coordinate with internal teams to deliver timely customer outcomes. MBA and BSc in Electronics Engineering.

CORE SKILLS

Customer Service & Relationship Management B2B Client Support Phone & Email Customer Inquiries Order Flow & Order Information Management Customer Follow-Up & Issue Resolution Inventory & Product Availability Manufacturing & Production Environment Shipping / Delivery Status Coordination CRM & Customer Records Microsoft Office & Excel Documentation & Administrative Support Cross-Functional Coordination Quality Checks & Defect Identification SOP / Work Instruction Compliance Root-Cause Analysis & Problem Solving Prioritization & Time Management Proactive Communication Kaizen / 5S / TPS

PROFESSIONAL EXPERIENCE

Production Team Member Toyota Motor Manufacturing Canada – Ontario May 2025 – Jun 2026

Worked in a high-volume, quality-critical manufacturing environment, following standardized work instructions, production requirements, safety procedures, and defined quality checkpoints.

Performed vehicle assembly, inspection, visual and functional testing, and electrical/system verification; documented results and identified defects requiring resolution.

Maintained accurate quality and production records while communicating issues promptly to team members and supporting corrective actions.

Prioritized work across rotating stations to maintain production flow, operational continuity, and on-time completion in a fast-paced environment.

Maintained Toyota Production System (TPS), 5S, safety, and standardized-work requirements and participated in Kaizen activities focused on continuous improvement.

General Labour – Manufacturing & Warehouse Operations Celtrade – Mississauga, ON May 2024 – Apr 2025

Supported high-volume manufacturing and warehouse operations through product packaging, labeling, inspection, material staging, and inventory counts.

Handled material staging and inventory activities to keep production workflow organized and support timely operational requirements.

Followed SOPs, safety requirements, quality standards, and 5S practices while maintaining accurate and orderly work areas.

Identified product and quality issues during inspection and escalated exceptions appropriately to reduce operational disruption and protect output accuracy.

Operations Specialist Skylevel Clothing – Etobicoke, ON Nov 2022 – Apr 2024

Built and maintained relationships with large merchandising groups by responding to customer queries promptly and providing accurate stock and product availability information.

Managed CRM operations, inventory information, order flow, documentation, configuration management, and quality tracking to support reliable day-to-day operations.

Maintained accurate order and inventory records and coordinated information across operational activities to support timely customer and business decisions.

Investigated operational issues, supported resolution, and kept stakeholders informed of relevant updates while maintaining a customer-focused approach.

Used operational reporting and data to improve process visibility, prioritize issues, and support management decision-making.

IT Support Lead / Team Lead – Customer Success & Operations Pure2 – Global SaaS Provider Jan 2016 – Jun 2022

Led day-to-day customer support operations for a global B2B SaaS platform serving clients across 150 countries, coordinating Level 1 & 2 cases from intake through resolution.

Supported 25 B2B enterprise clients and a large global customer base, using active listening and clear communication to understand needs, manage expectations, and deliver timely resolutions.

Triaged and prioritized incoming customer issues, resolved cases within scope, escalated complex matters with clear documentation, and maintained 90%+ customer satisfaction.

Maintained detailed customer records, case documentation, issue histories, and escalation information to support accurate and consistent service delivery.

Partnered cross-functionally with product and engineering teams to investigate recurring issues, perform root-cause analysis, support UAT, and improve customer outcomes.

Improved operational metrics including CSAT, wait time, average handling time, and contact rate through process improvement and customer feedback loops.

Technical Support Engineer Elixir Flare Apr 2015 – Dec 2015

Provided remote operational support for network equipment serving hotel-industry clients across the USA, North America, and Canada.

Monitored systems for errors and alerts, documented issues, and communicated problems requiring investigation or corrective action.

EDUCATION

Master of Business Administration (MBA) SZABIST University, Pakistan 2021

Bachelor of Science – Electronics Engineering Iqra University, Pakistan 2015

TECHNOLOGY & TOOLS

Microsoft Office Suite, Excel, CRM, ServiceNow, JIRA, Confluence, Power BI, Genesys Cloud, ICM Maestro, SQL, documentation systems, and operational/customer support platforms.

ADDITIONAL INFORMATION

Legally authorized to work in Canada. Open to relocation to Calgary, AB. Available for onsite Monday–Friday schedule.

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