Open to opportunities

Umair Khan

@umairkhan8

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Customer support leader driving satisfaction through data-driven service improvements.

India

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What I'm looking for

I seek a customer-centric role where I can lead teams, apply data-driven improvements, build processes, and drive measurable satisfaction and operational gains.

I am a customer support leader with hands-on experience improving satisfaction and operational efficiency across global teams.

At Social27 Inc I increased customer satisfaction by 45% by implementing a multi-channel support system and building a support dashboard with SLAs, while creating training and educational materials to elevate service quality.

Previously I led teams at iEnergizer and Concentrix, managing escalations, conducting training, and using data analysis to identify trends and improve processes.

I also worked as a data analyst processing Bills of Lading and invoices, reconciling billing data, and partnering with management to reduce errors and improve billing efficiency.

Experience

Work history, roles, and key accomplishments

Sr. Manager Customer Support

Social27 Inc

Jan 2024 - Sep 2025 (1 year 8 months)

Implemented a multi-channel support system and support dashboard, increasing customer satisfaction by 45% and achieving an 88% satisfaction rate for United Nations clients through improved SLAs and training materials.

Customer Support CRM Software SLA Management Dashboards Training Development Customer Satisfaction

Data Analyst

Ardem Data Services

Apr 2023 - Oct 2024 (1 year 6 months)

Processed Bills of Lading and invoices on cloud platforms, validated billing data for R&L Carriers to ensure accuracy and compliance, and identified discrepancies to reduce billing errors and improve process efficiency.

Data Analysis Invoice Processing Bills Of Lading Billing Quality Assurance Cloud Based Platforms Reporting

Team Lead Manager

iEnergizer

Jun 2019 - Mar 2023 (3 years 9 months)

Managed call and email escalations, conducted training and performance appraisals, oversaw backorder management and department expenditures, and supported quality control and safety initiatives.

Team Leadership Escalation Management Training Performance Management Quality Control

Inbound Customer Service Rep

Concentrix

Jul 2016 - Jul 2019 (3 years)

Resolved complex escalated issues via calls, email, and chat, analyzed service trends to enhance the knowledge base, and assisted new team members with technical systems and customer inquiries.