Khola Khalid
@kholakhalid
Customer service professional skilled in retention, CRM, and high-volume client support.
United KingdomWhat I'm looking for
I am a customer service and client relations professional with over four years' experience delivering high-quality support, retention, and relationship management across fast-paced environments.
At Marshmallow I manage high-volume live chat and email interactions, work cross-functionally with Underwriting, Claims, and Fraud teams, and ensure compliance with FCA regulations to protect customers and improve retention.
Previously I built and maintained relationships with elite and high-profile clients, implemented retention strategies, and handled confidential CRM data entry while providing white-glove conflict resolution and service.
I consistently achieve strong CSAT results, develop training programs to lift team performance, and drive measurable gains in client retention and market coverage through a service-focused, problem-solving approach.
Experience
Work history, roles, and key accomplishments
Customer Retention Specialist
Marshmallow
Feb 2025 - Present (1 year 5 months)
Managed high-volume customer interactions via live chat and email to assist with policy renewals and resolve issues, improving customer retention while ensuring FCA-compliant communications.
Client Relationship Manager
OPT Link Hub
Sep 2022 - Jul 2023 (10 months)
Built and managed relationships with elite clientele, implemented retention strategies for high-value clients, and maintained confidential CRM records to improve long-term partnerships.
Senior Limousine Dispatcher
BlackUrban
Dec 2021 - Sep 2022 (9 months)
Managed high-volume booking requests and expanded service network, contributing to a 30% increase in client retention and 15% growth in market coverage through training and process improvements.
Senior Support Executive
LiveChatWorldWide
Aug 2020 - Jul 2021 (11 months)
Maintained a CSAT above 92% while managing complaint resolution and mentoring new staff to uphold service quality and product knowledge.
Education
Degrees, certifications, and relevant coursework
Lahore Garrison University
Bachelor of Science (Hons), Mass Communication
Completed a BSc (Hons) in Mass Communication, focusing on media studies and communication practices.
Kinnaird College for Women
Intermediate in Arts, Humanities
Completed Intermediate in Arts with a humanities major (A-level equivalent).
Availability
Location
United KingdomAuthorized to work in
Job categories
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