Open to opportunities

Shaheer Irfan

@shaheerirfan

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Customer service retention specialist delivering de-escalation, escalations, and KPI-driven inbound support.

Pakistan

Message

What I'm looking for

I’m looking for a fully remote role where I can own customer retention outcomes, handle escalations end-to-end, and coach others to hit KPIs. I want fast growth in customer experience, problem-solving, and leadership impact.

I’m a customer service professional with 3+ years in high-volume inbound operations, retention campaigns, and team leadership. I’ve worked as a CSR and later as a Subject Matter Expert in Walmart’s US campaign (Ibex), focused on billing, orders, returns, and account issue resolution.

In my retention work, I consistently maintained ~6-minute Average Handle Time (AHT) across thousands of interactions and achieved 35%+ monthly customer retention rates—repeatedly above team benchmarks. I’m especially strong in de-escalation, issue resolution, and handling complex live escalations while keeping customers satisfied.

I also bring coaching and enablement experience: I promoted from CSR to SME, managed live escalations, trained and onboarded new hires on call handling and objection techniques, and supported agents to improve call quality and KPI performance. Earlier, I built B2B sales fundamentals through a full sales cycle role and vehicle sales experience, reinforcing my client relationship mindset.

Experience

Work history, roles, and key accomplishments

Retention Specialist

Ibex (Walmart US Campaign)

Jan 2024 - Jan 2026 (2 years)

Handled high-volume inbound calls for Walmart’s US customer base, maintaining ~6-minute average handle time while resolving billing, orders, returns, and account issues. Achieved 35%+ monthly customer retention, promoted from CSR to SME to manage escalations, coach agents, and train new hires.

Inbound Calls Customer Retention Escalation Management De escalation Ticket Resolution Objection Handling Customer Management

Business Development Executive

REX-D / Blauda Japan

Jan 2023 - Jan 2024 (1 year)

Managed full B2B sales for international automotive clients across African markets, closing 10–15 deals per month with $10K–$15K average deal sizes. Built long-term client and referral pipelines to drive repeat business.

B2B Sales Full Cycle Selling Deal Closing Client Relationship Management International Sales Lead Management Account Growth Sales Forecasting Automotive Sales

Sales Executive

Online4orEver

Jan 2022 - Jan 2023 (1 year)

Closed 10–15 vehicle deals per month via AA Japan and Be Forward across African and Caribbean markets. Managed client relationships, follow-up systems, and repeat business channels to sustain monthly sales volume.

Vehicle Sales Deal Closing Follow Up Systems Client Relationship Management Repeat Business Strategy Partner Sourcing (AA Japan)Partner Sourcing (Be Forward)International Sales Sales Pipeline Management Account Retention

Call Center Team Leader

One Ten Communication

Jan 2021 - Jan 2022 (1 year)

Led a team on SaaS product campaigns after promotion from top-performing Call Center Agent, coaching agents on objection handling, call quality, and KPI achievement. Handled escalations while maintaining customer satisfaction targets and supporting agent productivity.

KPIs Objection Handling Call Quality Monitoring Escalation Handling Customer Satisfaction Training Support Customer Service Operations