Customer Experience Leader with 7+ Years in CS/CX

Mahim (Us Citizen)

Customer Support Specialist

*****.****@*****.*** 201-***-****

PROFILE

Customer Service and Client Success Professional with 7 years of progressive experience in global customer support, escalation handling, and client relationship management across top multinational companies. Skilled in managing high-volume support operations, implementing process improvements, and driving customer satisfaction (CSAT) and loyalty. Known for strong leadership, problem-solving, and communication skills, with a proven ability to manage teams and deliver seamless customer experiences. EMPLOYMENT HISTORY

Customer Experience Lead – Cisco

Jan 2022 – Present

Led customer success initiatives for enterprise networking and collaboration clients.

Managed escalations for Fortune 500 clients within SLA.

Introduced customer health score metrics, improving retention.

Partnered with engineering teams to resolve complex technical support cases.

Designed customer playbooks for proactive account management.

Mentored junior support engineers, boosting resolution efficiency.

Conducted executive business reviews (EBRs) with global accounts.

Implemented knowledge management strategies, cutting repeat issues.

Achieved recognition as Top Customer Success Leader.

Created training programs for empathy and communication skills.

Partnered with product teams to relay customer-driven enhancements.

Improved onboarding for enterprise clients, reducing time-to-value.

Drove self-service adoption, lowering support ticket volume.

Handled escalated cases involving network outages with minimal downtime.

Implemented predictive analytics tools to anticipate customer needs.

Coordinated with sales on cross-sell and upsell opportunities, driving revenue.

Introduced structured customer journey mapping, enhancing overall experience.

Supervised multi-regional teams across North America and LATAM.

Delivered quarterly insights reports to senior leadership.

Actively contributed to customer-first culture initiatives across Cisco. Customer Service Support – Ibex,

Aug 2018 – Dec 2021

Supervised a team of agents handling phone, chat, and email support.

Increased first-contact resolution rate through staff coaching.

Implemented driver support workflows, reducing complaints.

Partnered with operations to ensure timely deliveries and order accuracy.

Managed VIP escalations for restaurants and corporate accounts.

Improved CSAT scores over time.

Developed reward and recognition programs to motivate staff.

Piloted live chat support, now a core Food panda service channel.

Introduced feedback loops between drivers, restaurants, and customers.

Created quality monitoring frameworks for agent calls and chats.

Implemented AI chatbots, reducing human workload.

Ensured compliance with consumer protection and food safety standards.

Recognized as Best Supervisor – Customer Experience.

Reduced average response time with workflow improvements.

Led weekly calibration sessions with QA team.

Coordinated closely with logistics for delivery issue resolutions.

Spearheaded restaurant partner onboarding support.

Delivered performance reports to leadership regularly.

Trained new hires in customer empathy and problem-solving. Customer Support Representative – AT&T

Jun 2017 – Jul 2018

Managed high-volume inbound calls with strong customer satisfaction while providing billing, technical, and product support across AT&T services.

Consistently exceeded KPIs in areas such as handling time, first-contact resolution, and upselling.

Supported the rollout of a new CRM platform by training employees and was recognized multiple times for excellence.

Handled collections and payment disputes with professionalism and assisted in launching AT&T’s fiber internet support team.

Developed scripts and troubleshooting guides for new agents while maintaining compliance with HIPAA and FCC regulations.

Created weekly customer experience trend reports for leadership and improved self-service adoption, reducing call volume.

Partnered with technical teams to handle service outages, piloted a live chat program later expanded nationwide, and upsold service bundles contributing to additional revenue.

Provided bilingual support in English and Spanish, maintained quick resolution times for common queries, and supported escalated complaints with tact.

Coached peers on customer empathy and soft skills, resolved account migration issues during system upgrades, and was recognized as one of the top agents nationwide. Collaborated with cross-functional teams to streamline service delivery and enhance the overall customer experience.

Designed and delivered training sessions for new hires to improve product knowledge and service quality.

Monitored quality and compliance metrics to ensure adherence to company policies and regulatory requirements.

Supported the implementation of new digital tools and automation initiatives to enhance operational efficiency.

Prepared detailed performance and trend reports for management to guide decision-making.

Assisted marketing and sales teams with promotional campaigns by providing customer insights.

Acted as a liaison between customers and product teams to relay feature requests and service feedback.

Represented the support team in company-wide meetings, presenting key metrics and success stories.

EDUCATION

Bachelor of Business Administration (BBA)

SKILLS

Customer Service Leadership & Team Management

Complaint Resolution & Escalation Handling

CRM Tools (Salesforce, Zendesk, Freshdesk, HubSpot)

Call Center Operations & Workforce Management

Customer Retention & Loyalty Programs

Quality Assurance & Process Improvement

Multi-channel Support (Phone, Email, Chat)

Data Reporting & Trend Analysis

Strong Communication & Negotiation Skills

CERTIFICATIONS

Certified Customer Service Professional (CCSP)

Certified Client Service Specialist (CSS)

Customer Experience Management (CEM) Certification LANGUAGES

English

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