Customer Experience Specialist with 4+ Years' Deployment
Resume:
Waseem Khan
Customer Experience
Specialist
*******@*****.***
Brooklyn, NY
CRM & Support Platforms: Shopify,
Salesforce, HubSpot, Loop Returns,
Aircall, Zoho, Zendesk, RingCentral,
Recharge
Customer Success & Support:
Onboarding, Escalation Management,
Customer Lifecycle Management
Collaboration: Slack, Zoom, Microsoft
Teams, RingCentral
Analytics & Reporting: CSAT, NPS, FCR
Optimization, Data-Driven Insights,
Performance Dashboards
Productivity & Office Tools: Google
Workspace, MS Office Suite
Customer Experience Specialist with 4+
years driving customer satisfaction and
retention across Shopify brands, SaaS
platforms, and digital-first businesses.
Expert in Gorgias workflows,
refunds/exchanges, chargeback
prevention, and subscription support, with
a proven record of balancing empathy and
policy alignment to safeguard revenue
while boosting CSAT, FCR, and retention
metrics.
Bachelor of Arts in Sociology
UMT
Ministry of Professional & Technical Training
• Time & Stress Management
National Training Bureau
Health, Safety, and Environment Training
Customer Experience Specialist
The Wild Manuka
05/2024 – Present
Assisted customers with product inquiries, order
placements, returns, and refunds via phone, email, and chat, maintaining a 92% CSAT.
Processed and tracked online orders, helping
ensure 98% on-time and error-free delivery.
Resolved customer complaints with personalized
solutions, strengthening customer trust and
encouraging repeat purchases.
Coordinated with warehouse and logistics teams to
address shipping issues and resolve order
discrepancies.
Maintained organized records in CRM systems,
supporting smoother case management and better
customer experience.
Customer Service Representative
Give Me Delivery
05/2021 – 04/2024
Customer Onboarding & Adoption
Escalation Management & Complaint
Resolution
Account Retention & Expansion
CSAT, NPS & FCR Optimization
Customer Lifecycle Management
Knowledge Base Development & Process
Improvement
Handled high-volume calls, chats, and emails daily, assisting customers with food and grocery delivery orders.
Monitored and updated order statuses in real time, coordinating with drivers and restaurants to resolve delays.
Resolved payment issues, missing items, and
delivery discrepancies, ensuring quick, customer-
friendly resolutions.
Partnered with dispatch and logistics teams to
improve delivery routes and reduce order errors.
Maintained strong customer satisfaction scores
(90%+) while supporting peak evening and weekend
demand.
SKILLS
PROFILE
SPECIALIZED SKILLS
TRAINING
EDUCATION
PROFESSIONAL EXPERIENCE
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