Open to opportunities

Amaan User

@amaanuser3

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Customer Support Associate with 4+ years improving issue resolution, response times, and customer retention.

Zimbabwe

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What I'm looking for

I’m seeking remote or growth-oriented roles in customer support, customer success, client operations, or service operations—where I can resolve escalations, improve response times and service quality, and use CRM tools to drive retention.

I’m a commerce graduate with more than 4 years of experience in customer support, client success, and operations-focused customer service roles. I manage customer inquiries across chat and email, resolve escalations, and improve service quality while supporting customer retention.

In my current role at Apertum Online, I manage customer tracking and case follow-up using CRM systems, handle ORM (Online Reputation Management), and collaborate with cross-functional teams to improve average response time. Previously at Firstsource as a Senior customer advisor, I maintained a 90% first-contact resolution rate, mentored junior advisors, and achieved a proven GSR of 11.22% while upselling products.

Experience

Work history, roles, and key accomplishments

Current

Customer Service Associate

Current

Apertum Online

Jan 2025 - Present (1 year 5 months)

Managed customer inquiries via chat and email, achieving an 85% issue resolution rate. Handled online reputation management, collaborated cross-functionally to resolve escalations, and used CRM tools to track cases and personalize follow-ups.

Chat Support Email Support Reputation Management Escalation Handling Cross Functional Collaboration inquiry handling

Senior Customer Advisor

Firstsource

Aug 2023 - Dec 2024 (1 year 4 months)

Resolved high-volume client queries via chat with a 90% first-contact resolution rate. Mentored junior advisors to improve team KPIs, improved service efficiency, and achieved a 11.22% GSR through upselling.

Chat Support First Contact Resolutions Mentoring KPIs Customer Service Operations Upselling

Customer Service (Contract)

Capita

Sep 2022 - Jun 2023 (9 months)

Provided end-to-end customer assistance via chat and email while maintaining a 92% customer satisfaction rating. Supported escalations with empathy to help retain high-value clients and improve resolution outcomes.

Chat Support Email Support Customer Satisfaction Escalation Handling Empathy Based Problem Solving

Customer Service Associate

Concentrix

Nov 2021 - Jun 2022 (7 months)

Handled 40+ customer interactions per day across video and chat platforms, maintaining strong KPI performance for response time and resolution accuracy. Earned recognition for consistent delivery of exceptional customer service.

Chat Support Response Time KPI Management Resolution Accuracy Service quality Customer Support Consistency