KINZA KHAN
Toronto,ON
Summary
Customer Support Specialist with 5 plus years of direct customer support experience and extensive customer service experience. Skilled in live chat, email, CRM systems, high volume case management, concurrent conversations, order issues, returns, account concerns, and customer de escalation. Experienced in maintaining up to 95% CSAT while taking ownership of customer cases from intake through resolution.
Overview
9
9
years of professional experience
Work History
Customer Support Representative
Stratcom
2024.04 - 2025.12
- Supported customers and donors through live chat, email, and phone while maintaining professionalism during sensitive conversations.
- Managed multiple concurrent interactions, ensuring adherence to communication standards and service procedures to enhance customer experience.
- Documented customer interactions in CRM systems, facilitating consistent follow up and effective case management.
- Maintained calm and empathetic approach in high pressure situations, fostering positive customer relationships.
Customer Support Coordinator
Wayfair
2020.03 - 2024.03
- Handled high volume customer inquiries through live chat and email, providing additional phone support.
- Managed 3 to 5 simultaneous chats and emails while maintaining clear and efficient communication.
- Maintained up to 95% CSAT through empathetic communication and accurate problem solving.
- Resolved order issues, coordinated deliveries, processed returns, and handled account concerns.
- Took ownership of customer cases from intake through resolution and ensured timely follow up.
- Collaborated with internal teams through Slack and knowledge bases to resolve complex customer issues.
- Used Salesforce based CRM systems for case management, documentation, and tracking.
Crew Trainer and Customer Service
McDonald's
2016.12 - 2020.03
- Trained new employees on customer service standards and workplace procedures, enhancing team readiness and service quality.
- Delivered fast and accurate service in a high-volume environment, ensuring customer satisfaction and loyalty.
- Addressed customer concerns professionally, adhering to established procedures to maintain service integrity.
Education
High School Diploma -
Emery Collegiate Institute
Skills
- Live Chat and Email Support
- High Volume Customer Support
- Concurrent Chat Management
- Salesforce CRM
- CRM and Ticketing Systems
- Case Ownership and Follow through
- Order and Account Support
- Returns and Delivery Support
- Slack and Internal Communication
- Google Workspace
- Customer Feedback Analysis
- Customer De escalation
LANGUAGES
English | Native, Urdu | Highly proficient
Timeline
Customer Support Representative
Stratcom
2024.04 - 2025.12
Customer Support Coordinator
Wayfair
2020.03 - 2024.03
Crew Trainer and Customer Service
McDonald's
2016.12 - 2020.03
High School Diploma -
Emery Collegiate Institute