Open to opportunities

Shermeen Nezam

@shermeennezam

Message

Customer Associate improving buyer experience through multichannel support and streamlined CRM workflows.

India

Message

What I'm looking for

I’m looking for a challenging, customer-focused role where I can use my problem-solving and communication skills to deliver excellent service, streamline support operations, and drive continuous improvements in customer experience.

I’m a proactive Customer Associate with 3 years of experience enhancing customer satisfaction and streamlining support workflows across chat and phone channels. I’m known for clear problem-solving and strong communication, using CRM tools to resolve inquiries efficiently and improve satisfaction scores.

In my roles, I’ve led knowledge base updates by gathering frequent buyer questions and collaborating with product teams to keep self-service resources accurate. By optimizing self-service information, I reduced repetitive inquiry volume and helped customers find answers faster.

I also focus on operational excellence: I monitor daily service level metrics to spot response-time gaps, support schedule adjustments during peak hours, document cases in the CRM for consistent tracking and trend analysis, and escalate recurring issues for process improvement. I’ve trained new team members on platform navigation and call-handling protocols to create a consistent service approach and reduce onboarding ramp-up time.

Experience

Work history, roles, and key accomplishments

Customer Associate

Amazon

Oct 2025 - Jun 2026 (8 months)

Resolved buyer inquiries across chat and phone channels using CRM tools to improve satisfaction scores and streamline order support workflows. Led knowledge base updates by collecting frequent questions and collaborating with product teams to provide accurate self-service information and reduce repetitive inquiries.

Chat Support Phone Support CRM Tools Knowledge Base Self Service Resources

Customer Associate

Fusion Ltd

Jul 2021 - Feb 2026 (4 years 7 months)

Provided front-line support via phone and email to resolve customer inquiries and improve customer satisfaction scores. Collected and synthesized customer feedback into actionable insights, monitored service-level metrics, and supported schedule adjustments to optimize coverage during peak hours.

Phone Support Email Support Customer Satisfaction Feedback Collection Response Time Monitoring

Customer Associate

Digitech Call System Pvt Ltd

Nov 2023 - Jun 2025 (1 year 7 months)

Handled customer queries through multichannel support, coordinating with technical teams to expedite solutions and documenting cases in a CRM for consistent tracking and escalation. Trained new team members on platform navigation and call-handling protocols to standardize service and reduce onboarding ramp-up time.

Multichannel Support Case Documentation Trend Analysis Platform Navigation Call Handling Protocols Onboarding Customer Service

Education

Degrees, certifications, and relevant coursework

The Bhawanipur Education Society College

Bachelor of Commerce, Commerce

Earned a Bachelor of Commerce (Honours) with Accountancy and Finance as a major, and a minor in Mathematics. Completed graduation in 2025 in Kolkata, India.

The Bhawanipur Education Society College

Google Workspace Certification, Google Workspace

Completed a certification focused on Google Workspace practical skills. Used Google Drive and Docs for organized, collaborative digital communication and applied basic Google Sheets functionality.

Forage

Deloitte Job Simulation, Data Analysis & Forensics

Completed the Deloitte job simulation involving data analysis and forensic technology. Built a Tableau data dashboard and used Excel to classify data and draw business conclusions.