Zoya Khan
Customer Service & Operations
Hyderabad,Telengana
Summary
Experienced Senior Customer Success Executive and Key Account Manager with over 8 years of expertise in client relationship management and customer service. Proven track record in fintech, retail, e-commerce, and SaaS software solutions. Adept at delivering outstanding customer service experiences, managing stakeholder relationships, and providing strategic guidance to meet client needs. Skilled in multi-channel customer support, quality audits, escalation management, and customer retention. Committed to fostering strong professional relationships with editors and teams to ensure seamless project execution and client satisfaction.
Overview
10
10
years of professional experience
Work History
Customer Service Advisor & Key Account Manager
Kodo Technologies Pvt Ltd
Hyderabad
12.2022 - Current
- Spearheaded customer success and client relationship management, specializing in Key Account Management and SaaS CRM tools like Salesforce, Slack, Zoho, and Centra Hub
- Coordinated and managed communications across global in-house and freelance editor teams, ensuring timely and professional responses to queries
- Managed over 50+ calls, 30+ emails, and 15+ chats daily with an accuracy score of above 95% and first-time resolution score above 90%
- Conducted quality audits to identify root causes and streamline processes, enhancing overall client satisfaction
- Excelled in escalation management, customer retention, and KYC document verification to ensure compliance with regulatory requirements.
Virtual Customer Service Associate
Amazon India Pvt Ltd
Hyderabad
06.2020 - 11.2022
- Managed customer queries for US-based clients through calls and chats, providing timely and accurate resolutions
- Demonstrated strong communication and problem-solving skills in high-pressure situations, handling 120 calls and 40+ chats daily with a 95% accuracy score and over 85% first-time resolution rate
- Contributed to machine learning development as a Machine Learning Data Associate by transcribing data for Alexa devices.
Customer Service Associate / Process Trainer (L&D)
Myntra Design Pvt Ltd (Wal-Mart Group)
Bangalore
12.2014 - 12.2018
- Handled customer queries through calls and emails, ensuring timely and accurate resolution with 100% accuracy
- Managed over 100 calls daily and achieved a first-time resolution score above 90%
- Excelled in client relationship management and stakeholder engagement, fostering a positive working environment
- Conducted new hire and recurrent training sessions, managing the transition of teams in contact center operations
- Recognized for leading the most productive team among 20 teams within a span size of 350 associates.
Skills
Client Relationship Management
Stakeholder Management
Key Account Management
Customer Success & Support
Escalation Management
Quality Audits & Root Cause Analysis
Strategic Guidance
Process Improvement
Learning and Development
Multi-Tasking & Attention to Detail
Microsoft Office Suite
Languages
English
Hindi
Urdu
Bengali
Disclaimer
I hereby declare that the above-mentioned information is correct up to my knowledge and I bear the responsibility for the correctness of the above-mentioned particulars.
Zoya Khan
Date: 11/08/2024
Timeline
Customer Service Advisor & Key Account Manager
Kodo Technologies Pvt Ltd
12.2022 - Current
Virtual Customer Service Associate
Amazon India Pvt Ltd
06.2020 - 11.2022
Customer Service Associate / Process Trainer (L&D)
Myntra Design Pvt Ltd (Wal-Mart Group)
12.2014 - 12.2018
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