Open to opportunities

Varsha Nawaz

@varshanawaz

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Senior customer experience specialist driving escalations resolution and process improvements.

United Arab Emirates

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What I'm looking for

I am seeking a role where I can lead escalations and process improvements, collaborate cross-functionally, and drive measurable CSAT and operational gains.

I am a Senior Customer Experience and Escalations Specialist with deep experience in issue resolution, service recovery, RCA, and cross-functional escalation management. I have driven measurable improvements in CSAT and operational KPIs while managing high-priority cases across CRM, social, and frontline channels.

I consistently deliver results through data-driven process optimization, quality assurance, and stakeholder collaboration, achieving a 95%+ resolution rate and reduced handling times. I also bring experience in training and onboarding, LMS administration, and tools such as Salesforce and Zendesk.

Experience

Work history, roles, and key accomplishments

Current

Customer Experience Partner

Current

Justlife

Sep 2025 - Present (9 months)

Oversaw end-to-end management of customer escalations, resolving 50+ high-priority cases weekly and achieving a 95%+ resolution rate while reducing average handling time through process improvements.

Escalation Management Salesforce Zendesk Root Cause Analysis CAPA Social Media Response SLA Management

Customer Experience Associate

InstaShop

Oct 2023 - Jan 2025 (1 year 3 months)

Led partner communications and operational reporting, producing 10+ reports weekly that improved workflow efficiency 20% and achieved 95% satisfaction with 90% first-contact resolution.

Partner Management Reporting Quality Control CRM First Contact Resolutions

Customer Solutions Associate

Fortray Global Services UK

Mar 2023 - Oct 2023 (7 months)

Managed onboarding and training for 20+ hires, achieving 100% completion and increasing productivity 20% while streamlining induction for 200+ candidates and reducing onboarding time by 40%.

Onboarding Training Development Process Optimization Productivity Improvement

Customer Relations Associate

Giomani Designs UK

Apr 2021 - Mar 2023 (1 year 11 months)

Provided chat and email support with 95% first-contact resolution, driving a 20% increase in customer satisfaction and securing top 5-star Trustpilot ratings.

Live Chat Support Email Support Customer Satisfaction Training Trustpilot First Contact Resolutions Response Time Management