Faiz Khan
Customer Support Specialist
Surat
Summary
Customer Service Professional with over four years of experience in eCommerce and retail, skilled in providing support via chat, email, and phone. Proven ability to manage order issues, returns, and team performance using tools like Zendesk and Shopify. Experienced in leading support teams, optimizing processes, and maintaining high customer satisfaction in fast-paced environments.
Overview
4
4
years of professional experience
Work History
Customer Support Manager
Tower London Ltd (eCommerce)
07.2023 - Current
- Resolved complex customer inquiries via email, tickets, calls, and live chat, achieving over 95% satisfaction rating.
- Led a collaborative team of six to consistently meet sales and service targets.
- Implemented process improvements that enhanced team efficiency by 25%, reducing response times by 30%.
- Elevated Trustpilot score from 4.2 to 4.9, significantly enhancing customer trust and brand reputation.
- Partnered with pricing and logistics teams to develop competitive strategies, streamlining delivery processes.
- Surpassed sales targets through strategic planning and customer-focused initiatives.
- Managed multiple priorities effectively, maintaining zero missed deadlines for 12 months.
- Strengthened account performance and client relationships, increasing repeat business through proactive support.
Senior Customer Service Executive (eCommerce)
Fabcurate Private Ltd (Indian Online Fabric Store)
Surat
01.2023 - 07.2023
- Provided direct support to clients on the floor, ensuring a seamless, productive, and positive shopping experience, contributing to a 20% improvement in customer satisfaction scores.
- Acted as a key escalation point for complex issues requiring cross-team collaboration, safeguarding the company’s brand reputation, and reducing escalations by 25%.
- Monitored and maintained return ratios within industry standards by timely processing and analyzing returns, reducing the return rate by 12%.
- Successfully converted leads into sales through targeted communication and customer engagement, consistently achieving 100%+ of sales targets.
- Collaborated with internal teams to resolve escalations, improve overall customer satisfaction, and enhance operational efficiency.
Customer Service Representative (eCommerce)
Fabcurate Private Ltd (Indian Online Fabric Store)
Surat
08.2021 - 01.2023
- Handled domestic and international customer calls, effectively managing sales inquiries, and resolving issues to enhance customer satisfaction and boost sales by 15%.
- Resolved complex queries regarding international transactions through calls, emails, and live chat, ensuring smooth order processing, and improving customer retention.
- Developed strong presentation and negotiation skills to deliver exceptional customer experiences, increasing the repeat customer rate by 10%.
- Ensured timely delivery of cash-on-delivery (COD) parcels, maintaining industry-standard e-commerce ratios, and optimizing order fulfillment.
- Confirmed all placed orders for accuracy, while ensuring prompt communication with the customer.
Education
High School Diploma -
Piperdiwala Higher Secondary School
Surat07-2019
Skills
- Customer relationship management (CRM)
- Conflict resolution and complaint handling
- Team leadership and performance management
- Multichannel customer support
- Order and returns management
- Technical troubleshooting and problem-solving
- SLA and KPI adherence
- Customer retention and satisfaction (CSAT, NPS)
- Training and onboarding
- Cross-functional collaboration
- Customer satisfaction
- Time management
- Data analysis
- Shopify expertise
- Empathy and patience
Languages
- English
- Hindi
- Gujarati
Affiliations
- Employee of the Month (six times): acknowledged for outstanding sales achievements and exemplary customer service delivery
- Achieved a 20% increase in customer satisfaction ratings by leading a team that improved and Google reviews, and enhanced overall client trust through effective collaboration and problem-solving
Accomplishments
- Top Performer Award – Tower-London (2024) recognized for consistently exceeding monthly customer satisfaction targets (CSAT > 95%) and response time SLAs
- Process improvement initiative led the implementation of a new ticket routing system that reduced first-response time by 30% and improved team efficiency
- Employee of the Month – multiple times (2022–2024), awarded for exceptional service, ownership of complex customer issues, and consistently positive customer feedback
Timeline
Customer Support Manager
Tower London Ltd (eCommerce)
07.2023 - Current
Senior Customer Service Executive (eCommerce)
Fabcurate Private Ltd (Indian Online Fabric Store)
01.2023 - 07.2023
Customer Service Representative (eCommerce)
Fabcurate Private Ltd (Indian Online Fabric Store)
08.2021 - 01.2023
High School Diploma -
Piperdiwala Higher Secondary School
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