Open to opportunities

Amair Khan

@amairkhan

Message

I lead fintech and technical support teams to improve customer experience and KPI performance.

India

Message

What I'm looking for

I'm looking to lead operations, fintech, customer experience, or technical support teams where I can improve service metrics, coach people, solve performance issues through data, and build a stable, high-performing floor.

At Foundever, I lead a 25-person international fintech customer support team, using Power BI, Salesforce, Sprinklr, and SAP SuccessFactors to improve SLA, CSAT, NPS, FCR, adherence, and quality performance. I achieved 100% KPI targets for six consecutive months, reduced voluntary attrition to 0% over 12 months, and helped reduce queue response times by 25% through Six Sigma-led process improvement.

Previously, at IntouchCX and ICICI Bank, I led technical support operations, managed complex escalations, coached underperforming representatives back to target, and supported banking customers across products, digital services, and financial solutions. I enjoy building trust on the floor, strengthening team performance, and delivering reliable customer experiences across voice, chat, and email.

Experience

Work history, roles, and key accomplishments

Current

Team Leader – Operations & Customer Support

Current

Foundever

Direct, coach, and mentor a high-performing international team of 25 customer support associates. Exercise expert oversight across critical metrics including SLA, CSAT, NPS, CPR, AHT, FCR, Occupancy, Schedule Adherence, Attrition, Shrinkage, and Quality Compliance.

Team Leader – Technical Support Operations

IntouchCX

May 2021 - Mar 2025 (3 years 10 months)

Supervised a team of 20–25 technical support representatives providing hardware, mobile OS, firmware, and software troubleshooting for tier-1 mobile tech clients. Honored with the Best Team Leader Award for exceptional leadership in stabilizing floor operations, driving CSAT, and consistently exceeding client SLAs.

C Zentrix Active Server Pages (ASP)Jira Service Management Technical Troubleshooting Performance Improvement Plan (PIP)Refresher Training First Contact Resolutions CSAT SLA Team Leadership

Senior Customer Support Officer / Banking Operations Specialist

ICICI Bank

Nov 2019 - Mar 2021 (1 year 4 months)

Provided exceptional customer support through inbound phone banking services, assisting customers with banking products, account servicing, and financial solutions. Handled high volumes of inbound calls, resolved queries, and identified cross-selling and up-selling opportunities.

Customer Support Banking Operations Inbound Calls Account Servicing Financial Products Cross Selling Upselling First Call Resolution Regulatory Compliance Data Security

Customer Experience Associate / Agent

International BPO Operations

Gained direct hands-on technical experience with Salesforce CRM, Sprinklr, Jira, Czentrix CRM, ASP portals, SAP, and SAP SuccessFactors for daily ticketing, logging, and performance tracking, leading to promotion into leadership.

Salesforce Sprinklr Jira C Zentrix Active Server Pages (ASP)SAP SAP SuccessFactors Ticketing Performance Monitoring

Education

Degrees, certifications, and relevant coursework

Forever Ever Learn

AI Generation & ChatGPT Technologies, Professional Development

Currently pursuing certifications in AI Generation & ChatGPT Technologies, Digital Marketing & Google Ads, and E-commerce Websites & WordPress Administration.

Forever Ever Learn

Digital Marketing & Google Ads, Professional Development

Currently pursuing certifications in AI Generation & ChatGPT Technologies, Digital Marketing & Google Ads, and E-commerce Websites & WordPress Administration.

Forever Ever Learn

E-commerce Websites & WordPress Administration, Professional Development

Currently pursuing certifications in AI Generation & ChatGPT Technologies, Digital Marketing & Google Ads, and E-commerce Websites & WordPress Administration.