Ar malik

I’m a Customer Support Representative with 2+ years of hands-on experience managing a high-volume US retail campaign for Walmart at IBEX. I focus on first-call resolution, accurate policy application, and empathetic communication that turns difficult interactions into confident, positive outcomes.

In my Walmart US retail work, I handle inbound voice support across orders, returns, billing, and product queries while maintaining consistently strong CSAT results. I regularly achieve first-call resolution (FCR) of ~85%+ by diagnosing issues quickly, resolving billing and order disputes, and preventing callbacks or supervisor escalations.

I’m comfortable performing under pressure—managing 60–80+ calls per day while meeting and exceeding quality assurance benchmarks and performance KPIs. I use CRM discipline to keep meticulous, accurate customer records for compliance, data integrity, and trend analysis, and I apply de-escalation techniques to calm high-emotion situations.

I also bring a sales-minded, consultative approach to support. When appropriate, I identify opportunities to promote relevant services using consultative upselling and objection handling—while staying grounded in rapport building, active listening, and cross-cultural communication, supported by my IELTS Band 7.0 professional working proficiency.