Zain Khan
Dieppe,NB
Summary
Customer-focused professional experienced in supporting high-volume environments and achieving high customer satisfaction ratings. Coordinated shift operations for a 14-agent team while maintaining zero backlog, demonstrating strong communication and attention to detail. Administrative leader skilled in prioritizing tasks and fostering a productive work culture through training and relationship-building with diverse stakeholders.
Overview
2
2
Languages
6
6
years of professional experience
Work History
Customer Service Manager
CyberCare (NordVPN and Saily)
03.2025 - 04.2026
- Supported 100-120 customers daily across account, billing, service, and technical concerns while maintaining 96-98% monthly customer satisfaction.
- Listened to each customer's underlying need and turned technical steps into clear, practical guidance.
- Handled 5 simultaneous conversations and up to 8 at peak while meeting a 1-minute response SLA and 100% QA.
- Stepped in during manager or senior absences to help coordinate a 14-agent shift, maintain coverage, and finish with zero backlog.
- Kept customer records accurate, verified billing and tax documents, and coordinated escalations through follow-up.
- Managed daily customer inquiries, ensuring prompt resolution of issues and maintaining high satisfaction levels.
- Collaborated with cross-functional teams to improve service delivery processes and streamline communication.
Intern
Al Obeikan Elopak
04.2020 - 07.2020
- Inspected machinery, safety equipment, fire extinguishers, and storage areas, documenting issues to facilitate timely resolutions by senior staff.
- Maintained organized and clean work areas, ensuring compliance with established safety procedures to promote a safe working environment.
- Assisted with environmental health and safety compliance initiatives
- Collaborated with team members to streamline inventory management systems.
- Supported quality assurance initiatives, ensuring compliance with industry standards.
- Participated in training sessions to improve technical skills and safety protocols.
Intern
Al Mawarid Food Company
01.2020 - 04.2020
- Processed and organized high volume of physical and digital invoices, ensuring accurate and accessible records for financial tracking.
- Executed filing, data entry, and clerical work while consistently meeting daily priorities with precision and timeliness.
- Assisted in daily administrative tasks at the office
- Collaborated with team members to streamline workflow and improve efficiency.
- Supported quality assurance initiatives, ensuring compliance with industry standards.
- Supported staff members in their daily tasks, reducing workload burden and allowing for increased focus on higher-priority assignments.
- Gained valuable experience working within a specific industry, applying learned concepts directly into relevant work situations.
Education
Diploma - Information Technology Software Development
NBCC
Moncton, NB04-2028
Bachelors - Management Studies
Vilnius University
Lithuania04.2026
Bachelor of Science - Air Transportation
PATTS College of Aeronautics
Philippines05.2024
High School Diploma -
Al Taj International School
Saudi Arabia04-2020
Skills
- Needs assessment
- Customer satisfaction
- Customer service
- Shift coordination
- Team leadership
- Multitasking in fast-paced environments
- Customer retention
- High service standards
- Escalation handling
- Customer support
- Team collaboration
- Microsoft Office Suite
- Administrative support
- Time management
- High customer service standards
- TOOLS AND ADMINISTRATION Zendesk
- Office suite
- Microsoft Office
- Issue escalation management
- Decision-making
Languages
English
Native or Bilingual
Tagalog
Professional Working
Personal Information
- Title: Customer Service and Team Operations Professional
- Availability: Tuesday-Thursday afternoons and evenings; Full availability Saturday-Sunday
Timeline
Customer Service Manager
CyberCare (NordVPN and Saily)
03.2025 - 04.2026
Intern
Al Obeikan Elopak
04.2020 - 07.2020
Intern
Al Mawarid Food Company
01.2020 - 04.2020
Diploma - Information Technology Software Development
NBCC
Bachelors - Management Studies
Vilnius University
Bachelor of Science - Air Transportation
PATTS College of Aeronautics
High School Diploma -
Al Taj International School