Aaliya Khan

I’m a customer support professional with 4+ years of experience delivering exceptional service across e-commerce, outsourcing, recruitment, and digital operations. I manage high-volume customer interactions through phone, email, chat, and social media—staying focused on accurate, empathetic, customer-first outcomes that protect quality and SLA standards.

In my current role as a Customer Service Agent (Contract) at Excevo Ltd (Remote), I handle email-based customer inquiries and case resolutions with eGain, supporting leading UK retail brands like PrettyLittleThing (PLT), Boohoo, and Debenhams. I consistently exceed productivity targets (average 16+ emails per hour) while resolving order, delivery, returns, refunds, account, and product inquiries, including social media support via Sentiment/eGain Social.

Previously at Amazon India (Contract), I resolved 70+ daily customer queries across orders, payments, and account issues via phone, email, and chat, maintaining 95%+ customer satisfaction through first-contact resolutions. I also bring digital and recruiting experience—supporting Walmart brand verification, running SEO audits for 10+ client projects, and coordinating end-to-end technical recruitment with strong CRM tracking and candidate pipeline ownership—backed by an MBA in Digital Marketing & Mass Media and Google Analytics certification.