Maalie Khan
@maaliekhan
Customer Experience Team Lead with a passion for technical support.
United StatesWhat I'm looking for
As a seasoned Customer Experience Team Lead, I have honed my skills in providing top-notch technical support to customers through various channels. With a strong background in B2B SaaS platforms and e-learning, I excel in diagnosing and triaging incoming support tickets, escalating bugs, and creating cross-functional programs. My expertise in quality assurance, training, and leadership has enabled me to drive results and meet SLA/KPI goals.
With a passion for continuing education, I am currently pursuing my M.S. in Library Information Science at Penn West University. My academic background in Human Resource Management and General Studies has equipped me with a strong foundation in communication, employee training, and customer service.
In my free time, I enjoy book collecting, figurines, antiquing, and horror movies. I am also an avid fan of The Office and believe in the importance of continuing education.
Experience
Work history, roles, and key accomplishments
Customer Experience Team Lead II
Go Guardian
Feb 2022 - Present (3 years 3 months)
Led customer experience team, interacted with customers via chat and email, diagnosed and triaged incoming support tickets, and created cross-functional programs between departments.
Customer Experience Team Lead
Go Guardian
Oct 2020 - Jun 2022 (1 year 8 months)
Interacted with customers via chat and email, diagnosed and triaged incoming support tickets, and trained customer experience specialists.
Customer Experience Specialist
Go Guardian
Oct 2019 - Oct 2020 (1 year)
Interacted with customers via chat and email, triaged incoming support tickets, and performed quality assurance for tutoring lessons.
Customer Experience Specialist
HomeBase
Jul 2018 - Oct 2019 (1 year 3 months)
Provided technical and product support through phone, email, and chat platforms for B2B SaaS platform.
Assistant Manager
Nordstrom
Sep 2015 - Jul 2018 (2 years 10 months)
Provided store and employee support through team building, employee training, communication, and customer service to meet store goals.
Education
Degrees, certifications, and relevant coursework
Maalie hasn't added their education
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Location
United StatesAuthorized to work in
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