Customer Support Leader · Frontline Specialist · GoHighLevel Expert
Support leader with 2.5 years and five promotions at HL Pro Tools. Took an email team from 100+ hour replies to 13 minutes, led 13 agents to a 4.997 CSAT across 15,000 calls, and helped launch paid support lines. Remote from Multan, Pakistan.
I started on the front line at HL Pro Tools in March 2024, answering 30 chats a day for US agency owners on GoHighLevel. Within a year I was helping build a premium video support department from scratch. Within two I was running the email and guest support teams.
What carried me up was simple: I fix the pattern, not just the ticket. When a client waited in an empty Zoom room, I built an alert. When feedback went missing, I built AI sentiment scoring. When nobody could measure the email team, I built the dashboards first.
I still take chats and calls when the queue spikes. A 4.99 CSAT on my own calls and a 100% five-star rating across 355 premium sessions are why I trust myself to coach other people on theirs.
Every role, newest first.
Leadership, hands-on support and platform depth. Self-assessed, out of 100.
Turning around an email support team in the middle of a platform migration.
In Nov 2025 the email team had 13 agents, a full leadership layer and no way to measure any of it. Replies took more than four days. Salesforce was expiring in two months and the new in-house platform was missing core features.
One shared scale. The resolution "before" bar is the 1,400-minute target.
| KPI | Nov 2025 | Today | Change |
|---|---|---|---|
| Average reply time | 100+ hrs | ~13 min | −99.8% |
| First response | 48+ hrs | <30 min | −99% |
| Resolution vs target | Not measured | ~300 / 1,400 min | 4.7× faster |
| Agent-level tracking | None | Daily dashboard | New |
Each started as a problem on the front line. Click any card for the full story.
Built in under a week inside GoHighLevel, then scaled to 13 agents and ~2,000 high-ticket clients.
Open case →Enterprise Premium Calendar and Premium Video Support, launched as paid add-ons.
Open case →Every Zoom transcript scored positive, neutral or negative, so silent clients still give feedback.
Open case →A Slack alert the moment a client waits and the host hasn't joined.
Open case →Replaced a copy-paste hand-off across three tools with pick, tag and reply in one queue.
Open case →Trained 15+ agents from zero and ran 150+ interviews. Several trainees now lead teams.
Open case →Personal results by channel, from client reviews.
| Channel | Volume | Reviews | Rating |
|---|---|---|---|
| Premium 1:1 video | 500 calls · 172 clients | 355 | 100% five-star |
| Live video support | ~1,000 calls | 500+ five-stars | 4.99 CSAT |
| Live chat | ~4,700 chats | ~3,000 (~70%) | 4.88 CSAT |
| Email tickets | ~1,000 tickets | — | 100% resolved |
| Team (as lead) | ~15,000 calls · 13 agents | ~13,000 | 4.997 CSAT |
I see you at Tuesday Town Hall always shouting out your team and giving them public recognition. I appreciate you encouraging them and leading them. Keep up the great work.
One Sunday night shift, nobody else was online. For 5+ hours I answered live chat for the whole platform, ran up to 10 chats at once against a limit of 3, and took two video calls mid-queue. Nobody waited.
From post-call reviews on my premium 1:1 sessions. Names withheld.
More techs should be like him. I appreciate the patience and expertise he displays, and the ability to resolve and confirm we have resolved the issue.
I need Frasat to be my dedicated hub support. He's that good.
Super patient, attentive to details, proactively thinking about things I was missing. I can't remember the last time I received such a service from another company!
Got me out of the muck of a workflow disaster. Restored my faith in the tech guys.
He clearly and concisely leads me forward in solutions. He is a great partner and guide.
Extremely professional. Very, very patient. He comes from a great place of understanding the client first, and did not give up till he found the solution.
reviews on my premium sessions, every one rated five stars for service
Open to remote leadership and hands-on support roles. Email is the fastest way to reach me.