Open to opportunities

Khurshid Chowdhury

@khurshidchowdhury

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Customer Experience & CRM professional improving satisfaction through data-driven operations.

Malaysia

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What I'm looking for

I’m looking for a role where I can own customer experience and CRM workflows, lead escalations, and use data-driven reporting to improve CSAT, response times, and marketplace compliance—partnering with cross-functional teams to deliver measurable growth.

I’m a Customer Experience & CRM professional with 7+ years managing customer operations, marketplace performance, and service delivery for Southeast Asian eCommerce businesses. I lead end-to-end customer support across multiple marketplaces, resolve complex escalations, and protect brand reputation while maintaining high customer loyalty.

I specialize in CRM management, customer lifecycle engagement, and operational reporting—using Microsoft Excel to deliver weekly and monthly insights on order volume, sales trends, refund trends, and customer service KPIs. I also collaborate closely with logistics partners to investigate shipping delays and drive faster resolution, including optimizing ticket processes to reduce average response time by 35%.

Experience

Work history, roles, and key accomplishments

Current

Customer Service Manager

Current

SquareDeals

Jul 2018 - Present (7 years 11 months)

Led end-to-end customer support operations across Amazon, Shopee, Lazada, Shopify, Carousell, and eBay, handling 150–200+ daily customer interactions. Maintained 95%+ CSAT, reduced average response time by 35%, and resolved 500+ complex disputes/refund escalations annually while ensuring marketplace compliance.

Customer Support Operations Customer Escalation Amazon Seller Central Shopee & Lazada Management BigSeller & EDesk Logistics Coordination