Junaid Shah

• Supporting Instacart.com (US-based e-commerce platform).
• Efficiently handle 40-50 customer interactions daily through multiple channels (chat, email, phone).
• Resolve complex technical issues related to mobile app functionality, website navigation, and payment processing
• Maintain an impressive 95% customer satisfaction rate consistently .
• Achieved "Best Performer of the Month" for maintaining highest CSAT scores.
• Successfully handle high-priority escalations with 90% first-contact resolution rate.
• Contributed to reducing average handling time by 20% through process optimization.
• Consistently exceeded KPI targets by 15%.

• Assisted in troubleshooting network-related issues and provided timely resolutions.
• Collaborated with cross-functional teams to design and implement network solutions for optimal performance and scalability.
• Conducted network assessments and audits to identify areas for improvement and implemented necessary changes.
• Monitored and maintained network infrastructure, ensuring high availability and reliability of services.
• Conducted performance testing and optimization of network configurations to improve overall efficiency.
• Documented network designs, configurations, and procedures to ensure knowledge sharing and standardization.
• Stayed updated with the latest industry trends and best practices in networking to
  provide innovative solutions.
• Mentored new team members on company protocols and best practices for delivering exceptional technical support services.

• Handled escalated calls , chats , emails calmly, finding resolutions that satisfied both the company and the customer''s needs.
• Managed high call, chat , email volume while maintaining a courteous and professional demeanor.
• Assisted new employees with training, sharing best practices for handling difficult situations and achieving positive outcomes.
• Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.