Summary
Overview
Work History
Education
Skills
Interests
Timeline
Generic

Junaid Saleem Khan

Customer Care Manager
Bangalore,KA

Summary

Accomplished Customer Care Manager with 11+ years of experience leading global support teams and delivering exceptional client service across multiple regions. Proven expertise in customer retention strategies, process optimisation, and conflict resolution , with a strong focus on enhancing customer experiences and building lasting relationships. Skilled in people management , coaching, and developing high-performing teams. Adept at collaborating cross-functionally, streamlining workflows, and driving data-driven improvements to achieve business objectives.

Overview

11
11
years of professional experience
3
3
Languages

Work History

Customer Care Manager

Velocity Global
04.2024 - Current
  • Developed and executed customer support strategies that improved retention and strengthened long-term relationships.
  • Led and coached a 10-member global support team , managing clients and supported employees queries/complaints across multiple regions with 16/5 operational coverage .
  • Maintained near 100% SLA compliance while handling 500+ tickets weekly , consistently reducing median resolution times.
  • Owned and resolved all escalations from customers and supported employees, ensuring positive outcomes and preserving key relationships.
  • Proactively analysed weekly performance metrics to track KPIs, uncover operational gaps, and drive targeted process improvement.
  • Created SOPs for all new processes transitioned from other teams, ensuring smooth adoption, consistency, and efficiency.
  • Conducted weekly team training sessions to upskill members on new projects, tools, and best practices.
  • Held bi-weekly one-on-one feedback sessions with each team member to review performance, address challenges, and drive improvement.
  • Led daily huddles for two shifts to review tickets, set priorities, and ensure alignment.
  • Introduced structured Office Hours (mandatory once a week, optional on other days) for real-time ticket support and collaboration.
  • Implemented ‘First Assignment Time' initiative to promote immediate ticket ownership, improving speed and accountability.
  • Achieved a peak CSAT of 100% and maintained an average score of 9.7 through quality-first service delivery.
  • Leveraged Zendesk and DevRev for ticket management, automation, reporting, and performance tracking.
  • Collaborated cross-functionally with HR, Payroll, Legal, Expenses, Service Excellence, Internal IT Support, and Invoicing teams to resolve complex, multi-department cases.

Customer Care & Grievance Manager

Transtel.com
05.2022 - 04.2024
  • Applied best practices in customer service, sales and employee management to exceed organizational goals.
  • Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
  • Performed duties and provided service in accordance with established operating procedures and company policies.
  • Developed new employees and on-going performance assessment of current employees.
  • Collaborated with finance department on invoicing accuracy for applicable products, services, software and logistics.
  • Created customer support strategies to increase customer retention.
  • Conducted training and mentored team members to promote productivity and commitment to friendly service.
  • Receiving and investigating customer complaints and grievances.
  • Providing appropriate solutions or alternatives to the customer's issue.
  • Collaborating with other departments within the company to resolve complex issues.
  • Developing and implementing policies and procedures to prevent similar grievances from occurring in the future.
  • Monitoring customer satisfaction levels and identifying areas for improvement.
  • Providing feedback to other departments within the company based on customer complaints and feedback.
  • Ensuring all social media complaints are handled in timely manner and addressed.

Customer Success Manager

Edureka.co
07.2021 - 04.2022
  • Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
  • Managed 22 employees and monitored performance to achieve optimal productivity.
  • Managed department call volume of 5 calls per day and coordinated department schedules to maximize coverage during peak hours.
  • Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
  • Created customer support strategy to increase customer retention.
  • Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
  • Identified sales opportunities by assessing environment and devising and implementing winning strategies.
  • Recommended changes, improvements, or enhancements in products to product development team based on customer feedback.

Customer Services Team Leader

UrbanPro.com
07.2017 - 07.2021
  • Implemented and developed customer service training processes.
  • Sustained continuous improvement by implementing customer interface management systems through telephone communication, email marketing, live chat services and social media.
  • Developed highly empathetic client relationships and earned a reputation for exceeding service standard goals.
  • Trained staff on operating procedures and company services.
  • Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
  • Provided accurate, specific, and timely performance feedback for CSRs.
  • Solved unresolved customer issues.
  • Maintained accurate records of past due to customer account activity.
  • Assumed ownership over team productivity and managed workflow to meet or exceed quality service goals.
  • Met all customer call guidelines including service levels, handle time, and productivity.
  • Collected customer feedback and delivered reports to leadership to promote correction.
  • Trained new personnel regarding company operations, policies, and services.
  • Upselling and Cross-Selling of our In-house products individually and also achieving team target month on month.
  • Delivered excellent customer service, resulting in consistent 90% customer satisfaction rating.

Customer Support Executive

Myntra.com
12.2013 - 04.2017
  • Employed call handling technology to manage up to 30 queries and complaints calls.
  • Skillfully adapted communication style to suit customers' needs, enhance understanding, and build positive rapport.
  • Embedded empathy into customer interactions by employing probing techniques to ascertain customers' points of view.
  • Participated in regular training to maintain up-to-date knowledge on company products and policies.
  • Processed inbound customer calls, providing information on service or product upgrades, took new orders and escalated cancellations.
  • Expertly managed quality communication, customer support, and product representation for numerous clients.
  • Maintained customer happiness with forward-thinking strategies focused on addressing needs and resolving concerns.
  • Answered customer telephone calls promptly, improving on-hold wait times and enhancing customer satisfaction scores.
  • Handled customer complaints, providing appropriate solutions to guarantee positive outcomes.
  • Expertly handled phone, email and social media enquiries, providing consistent customer service across multiple channels.

Education

Bachelor of Business Management (BBM) -

Dayananda Sagar Institutions
Bengaluru, India
04.2001 -

Pre-University Course (PUC), 2nd Year - Commerce

Bangalore Pre University
Bengaluru, India
04.2001 -

Secondary School Leaving Certificate (SSLC) -

The Community Centre High School
Bengaluru, India
04.2001 -

Skills

Team leadership

Interests

Passionate about cultural exploration, with a lifelong goal of experiencing all GCC countries Passionate about cultural exploration, with a lifelong goal of experiencing all GCC countries Passionate about cultural exploration, with a lifelong goal of experiencing all GCC countries

Timeline

Customer Care Manager

Velocity Global
04.2024 - Current

Customer Care & Grievance Manager

Transtel.com
05.2022 - 04.2024

Customer Success Manager

Edureka.co
07.2021 - 04.2022

Customer Services Team Leader

UrbanPro.com
07.2017 - 07.2021

Customer Support Executive

Myntra.com
12.2013 - 04.2017

Bachelor of Business Management (BBM) -

Dayananda Sagar Institutions
04.2001 -

Pre-University Course (PUC), 2nd Year - Commerce

Bangalore Pre University
04.2001 -

Secondary School Leaving Certificate (SSLC) -

The Community Centre High School
04.2001 -

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Junaid Saleem KhanCustomer Care Manager