Open to opportunities

aamir mirza

@aamirmirza3

Message

Customer support specialist driving SLA, CSAT, and team performance.

India

Message

What I'm looking for

I seek a role where I can lead high-volume support operations, improve SLAs and CSAT, mentor teams, and drive process improvements in a collaborative, customer-focused environment.

I am a customer support specialist with 5+ years of experience across B2C and B2B environments, skilled at managing high-volume support operations and handling escalations effectively.

I have hands-on experience using CRM platforms including Salesforce and Zendesk, and I consistently improve SLA, AHT, FCR, and CSAT through clear communication, problem-solving, and personalized case management.

I mentor and train teammates, act as a liaison between operations and partners, and take ownership of complex cases to ensure seamless customer and partner experiences and sustained performance gains.

Experience

Work history, roles, and key accomplishments

Subject Matter Expert

Taskus

Jun 2022 - Dec 2024 (2 years 6 months)

Managed 30–35 daily escalations across calls, emails, and chat for the DoorDash process, owning complex cases to meet SLA, AHT, and FCR targets while training teammates and liaising with partners to streamline operations.

Escalation Management CRM (Salesforce)Zendesk SLA Management AHT FCR Process Improvement

Email Support Specialist

Io Digital

Jul 2019 - Apr 2022 (2 years 9 months)

Managed 56–60 daily customer inquiries handling product complaints, technical issues, and warranty claims across online and retail channels, improving response times and customer satisfaction through personalized case management.