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Shah Fahad

@shahfahad1

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Customer Services Specialist with expertise in customer success strategies.

United States

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What I'm looking for

I am seeking a role that values customer-centric approaches and offers opportunities for professional growth.

I am a dedicated Customer Services Specialist with a strong background in enhancing customer experiences and optimizing service processes. With a Master’s degree in Communication Networks from Rochester Institute of Technology, I have developed a keen understanding of customer relationship management and technical support. My experience at General Motors has allowed me to optimize the Lifetime Value (LTV) of over 120 monthly customers through proactive engagement and the development of lifecycle management checklists, significantly improving process consistency.

Previously, I excelled as a Customer Service Representative at Amazon, where I grew customer accounts by 29% and maintained a high Net Promoter Score through excellent service and sales acumen. My ability to resolve complex customer complaints quickly and efficiently has earned me a satisfaction score of 4.9 out of 5. I am passionate about leveraging my skills in CRM software and conflict resolution to drive customer success and satisfaction in every role I undertake.

Experience

Work history, roles, and key accomplishments

Current

Customer Success Specialist

Current

General Motors

Jul 2022 - Present (2 years 11 months)

Optimized the Lifetime Value (LTV) of 120+ monthly customers through proactive engagement. Developed lifecycle management checklists, improving process consistency. Resolved complex customer complaints in an average of 4 minutes, earning a high satisfaction score.

Customer Engagement Lifecycle Management Customer Satisfaction Problem Solving Time Management Multitasking

Customer Service Representative

Amazon

Jun 2021 - Jul 2022 (1 year 1 month)

Grew customer accounts by 29% through excellent service and sales acumen. Reduced average time to resolution by 19% by efficiently triaging calls. Maintained a courteous attitude leading to a high Net Promoter Score.

Sales Customer Solutions Time Management Problem Solving Multitasking

Certified Agent

USHEALTH Group

Dec 2020 - Apr 2021 (4 months)

Assisted with Salesforce CRM setup, improving data accuracy significantly. Negotiated vendor contracts, resulting in substantial annual savings. Enhanced the internal knowledge base, improving first-contact resolution rates.

Salesforce CRM Data Negotiation Knowledge Base Problem Solving Time Management

Customer Success Coordinator

Walmart

Apr 2020 - Oct 2020 (6 months)

Spearheaded Salesforce CRM setup, improving data accuracy. Negotiated vendor contracts, leading to significant savings. Enhanced internal knowledge base, improving first-contact resolution rates.

Salesforce CRM Data Negotiation Knowledge Base Problem Solving Time Management