Anas Shaikh
Senior Customer Support Executive
Mumbai
Summary
Customer Support Executive acting as Functional Team Lead with over 2 years of hands-on experience in end-to-end support operations. Proven expertise in handling critical escalations, coordinating with internal teams, and delivering high-level service recovery. I actively support team performance by managing advisor breaks, shift rotations, and real-time queue monitoring. Additionally, I handle OT approvals, manage workload distribution, and assist in mentoring team members. Recognized for stepping into team leadership responsibilities during peak hours, ensuring SLA adherence, and maintaining process compliance under pressure.
Overview
2
2
years of professional experience
1
1
Certification
4
4
Languages
Work History
Customer Support Executive
Zepto
06.2023 - Current
- Company Overview: Quick Commerce Platform
- Handled 100+ customer chat interactions per shift via CRM and support tools.
- Maintained high CSAT scores and rapid average response times.
- Provided support to team leads during peak hours and handled manager-level queries.
- Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.
- Improved customer satisfaction by efficiently addressing and resolving inquiries, concerns, and complaints.
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Listened to customers' questions and concerns to provide answers or responses.
- Provided personalized support to customers by understanding their unique needs and preferences.
Education
Bachelor of Science - BSC.IT
SREE NARAYANA GURU COLLEGE OF COMMERCE
Mumbai, India06-2023
Higher Secondary Certificate (HSC) – Maharashtra -
Tilak College of Science, Commerce And Arts
Mumbai, India03-2020
Skills
- Customer service expertise
- Effective complaint resolution
- Customer inquiry resolution
- Language fluency
- Quality management
- Proficient in conflict resolution and CRM
- Chat & Ticket Management
- Team management
- Continuous improvement strategies
- Team building
Personal Information
- Willing To Relocate:
- Passport Number:
- Date of Birth: 08/15/03
- Nationality: Indian
Certification
Advanced Diploma For Computer Teacher (Multilingual)
Timeline
Advanced Diploma For Computer Teacher (Multilingual)
12-2024
Customer Support Executive
Zepto
06.2023 - Current
Bachelor of Science - BSC.IT
SREE NARAYANA GURU COLLEGE OF COMMERCE
Higher Secondary Certificate (HSC) – Maharashtra -
Tilak College of Science, Commerce And Arts
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