Junaid Khan

Led and coached a 10-member global support team, managing clients and supported employees queries/complaints across multiple regions with 16/5 operational coverage, including public holidays. Maintained near 100% SLA compliance while handling 500+ tickets weekly, consistently reducing median resolution times. Owned and resolved all customers and supported employees escalations, ensuring positive outcomes and preserving key relationships. Achieved a peak CSAT of 100% and maintained an average score of 9.7 through quality-first service delivery. Implemented AI-driven ticket routing and prioritization in Zendesk and DevRev, reducing misrouting, eliminating delays, escalating high-impact cases faster, and significantly improving SLA compliance and response times. Served as Super Admin for DevRev platform, working directly with DevRev engineering to influence product improvements and leveraging advanced features to optimize team performance and reporting. Successfully transitioned projects from the Global Delivery Center (GDC) and HRx teams including Expensify (employee expense management), Employee Recruitment & Verification, and Visa Letter support serving as the SPOC to ensure a seamless handover with zero disruption to client experience. Provided weekly business reports to the ELT, highlighting BAU operations, critical issues, and progress on new projects. Proactively analyzed weekly performance metrics to track KPIs, uncover operational gaps, and drive targeted process improvements. Created SOPs and built a knowledge base for all new processes, 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 team members to review performance, address challenges, and drive improvement. Led daily Scrum across two shifts to review tickets, set priorities, and ensure alignment. Introduced structured Office Hours for real-time ticket support and collaboration. Implemented First Assignment Time initiative to promote immediate ticket ownership, improving speed and accountability. Collaborated cross-functionally with HR, Payroll, Legal, Expenses, Service Excellence, Internal IT Support, and Invoicing teams to resolve complex, multi-department cases.

Led and managed a 15-member team, including a Team Leader, overseeing customer care, grievance resolution, and inside sales operations in a competitive B2B + D2C office furniture industry. Directed customer care, grievance resolution, and inside sales, improving efficiency by 20% and elevating client experience. Designed and executed customer support and retention strategies, boosting repeat business and client loyalty. Supervised daily operations, driving revenue growth, client satisfaction, and employee productivity. Resolved complex grievances across phone, email, and social media, quickly restoring trust and maintaining long-term relationships. Conducted process audits to streamline workflows, reducing order errors by 20% and improving operational efficiency. Trained and mentored staff to enhance service quality, cross-selling skills, and overall performance. Acted as technical liaison between customers and design/production teams, resolving ERP, CRM, and order management issues while supporting escalations with product configuration, CAD clarifications, and delivery tracking. Coordinated with finance, logistics, and production teams to ensure accurate invoicing, timely deliveries, and seamless operations. Conducted weekly factory floor visits to track production progress, mitigate delays, and align commitments with client expectations. Negotiated with clients to secure balance payments on delayed orders while maintaining strong relationships. Handled chargeback disputes with Razorpay & PayU, working with finance to validate transactions, recover revenue, and preserve client trust. Partnered with vendors during financial constraints, ensuring payment commitments were honored and sustaining long-term vendor trust.

Directed and coached a 10-member global support team, ensuring SLA compliance, service excellence, and consistent delivery across four global regions (APAC, EMEA, NALA, and LATAM). Strengthened global service delivery by aligning processes with SLA requirements and structured escalation protocols. Boosted customer retention and satisfaction by designing proactive support strategies, streamlining resolution, and closing escalations effectively. Led technical troubleshooting for learners, resolving LMS, virtual labs, and live classroom (Zoom, WebEx) issues. Partnered with instructors and engineering teams to resolve lab failures, sandbox access, and API-related errors. Built a self-help knowledge base and FAQs, reducing ticket inflow by 18% and improving self-service adoption. Standardized workflows and conducted process audits, improving efficiency and reducing resolution times. Supported payment operations, managing chargeback disputes with Razorpay and PayPal to safeguard revenue and minimize financial risks. Trained and mentored team members, enhancing accuracy, productivity, and service commitment. Optimized scheduling and resource allocation for peak demand coverage across multiple time zones. Collaborated cross-functionally with product, engineering, and instructor teams to resolve issues, sustain trust, and strengthen loyalty. Shared customer insights with product teams, driving enhancements to the learning platform and tools. Identified sales opportunities during support interactions, contributing to conversion growth. Collaborated with enterprise clients on B2B upskilling programs and recurring revenue streams. Partnered with global institutions to deliver large-scale programs in Cloud, AI/ML, Cybersecurity, Big Data, and Digital Marketing.

Directed a growing support team, overseeing daily operations, monitoring KPIs, and ensuring SLA adherence, response times, and service quality benchmarks. Handled escalations with ownership, delivering timely recovery and reinforcing client satisfaction. Consistently delivered CSAT scores of 90%+, driving a strong customer-first culture. Designed and delivered training programs, raising service quality and agent productivity. Guided onboarding for new hires, familiarizing them with tools, workflows, and customer policies. Championed process enhancements, embedding multi-channel support (phone, chat, email, social platforms) and streamlining workflows. Supported online learning platform operations, troubleshooting issues with payment gateways, video uploads, and messaging tools. Guided tutors and students through platform navigation, technical setup, and content delivery. Collaborated with developers to fix UI/UX issues and backend bugs, ensuring a seamless user experience. Managed chargeback disputes raised by individual and enterprise clients, coordinating with Razorpay, CCAvenue, and PayPal to resolve escalations swiftly and protect revenue. Cultivated client trust by practicing empathy-led engagement and proactive resolution. Maintained accurate case documentation and account tracking, enabling leadership visibility and operational insights. Gathered customer insights and submitted data-driven recommendations to leadership for product and service enhancements. Supported revenue initiatives by successfully promoting relevant in-house services to clients.

Acted as the frontline representative, resolving customer issues with empathy, accuracy, and professionalism across multiple support channels. Handled 30+ customer requests daily, including orders, cancellations, product queries, and general account assistance. Delivered responsive support across phone and email, consistently meeting service quality benchmarks. Adjusted communication style to connect effectively with diverse customer segments and build positive interactions. Applied active listening and empathy to achieve favorable outcomes in challenging or escalated cases. Maintained deep knowledge of product lines, promotions, and evolving company policies to provide accurate, real-time guidance. Coordinated with logistics and internal teams to ensure smooth order fulfillment and issue resolution. Reduced customer wait times by optimizing call handling and query resolution processes. Recognized for creative problem-solving that improved customer retention and loyalty.