Open to opportunities

Ilma Khan

@ilmakhan1

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Senior customer support specialist focused on escalations, incident resolution, and SLA-driven operations.

India

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What I'm looking for

I’m looking for a role where I can own SLA-driven customer support operations, lead escalation handling, and improve workflows through clear documentation, cross-team coordination, and incident-focused resolution.

I’m a senior customer support specialist with 2.5+ years of experience managing high-volume client interactions in fast-paced, SLA-driven environments. I’ve been promoted to a Senior Chat Support Specialist role based on consistent performance in escalation handling, process accuracy, and cross-functional coordination.

I monitor live support queues across multiple channels, maintain SLA compliance for 150+ daily customer interactions, and manage critical incident escalations by triaging by priority and coordinating with specialized teams. I also oversee CRM and ticketing workflows, partner with finance, risk, and technical teams to resolve complex cases, and improve internal documentation standards and operational efficiency through process improvements and training.

Experience

Work history, roles, and key accomplishments

Current

Senior Chat Support Specialist

Current

PIN-UP Global

Jan 2026 - Present (6 months)

Promoted to a senior chat support role after 2+ years of consistent performance, managing high-volume customer interactions while maintaining SLA compliance. Handle critical escalations by triaging by priority, coordinating with specialized teams, and managing CRM/ticketing workflows.

Customer Support Chat Escalation Management Cross Functional Collaboration CRM Systems Google Workspace Incident resolution SLA CRM Management Triage Stakeholder Communication Documentation Process Improvement Jira Slack

Customer Support Specialist

PIN-UP Global

Oct 2023 - Jan 2026 (2 years 3 months)

Handled 150–200+ daily customer interactions across account, payment, and product inquiries while maintaining high quality scores. Managed cases in CRM, Slack, and Jira and escalated technical issues with internal teams to drive accurate, fast resolutions.