Shagufta Khan

I supervised customer service operations for Market Pulse Securities, supporting a high-volume trading platform across chat and email while maintaining service quality and regulatory compliance.

I managed Freshdesk tickets, coordinated with backend, technical, and compliance teams, and served as the primary escalation point for trading, account, and fund-related issues. I maintained 100% accuracy in deposits, withdrawals, and balance management, resulting in zero financial discrepancies.

Across Market Pulse Securities, Teleperformance, Reliance SMSL, and Saraswati Education Research Foundation, I've handled high-volume customer interactions, voice support, enrollment processes, documentation, and issue resolution. I've also identified recurring pain points, recommended process improvements, and guided junior team members on customer handling and escalation protocols.

I'm seeking a Customer Service Manager or Analyst role where I can bring operational coordination, CRM management, SLA ownership, and service-quality standards to a fast-paced team.