Khizer Nadeem
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Customer Success & Support Specialist | Salesforce, Zendesk, HelpScout | Fintech & SaaS
Islamabad, Islamabad Capital Territory, Pakistan
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Résumé
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Project ManagerISTIQEMEAug 2025 - Sep 2026 (1 year 2 months)Oversee end-to-end execution of field-based sales and digital onboarding operations, coordinating teams and merchant interactions for digital account acquisition.
Engage directly with retailers and small-business owners, handling objections and concerns around digital accounts, QR payments, transaction requirements, and adoption.
Address merchant hesitation by understanding their concerns, explaining product benefits and processes clearly, and guiding them toward informed onboarding decisions.
Handle objections related to existing payment solutions, transaction requirements, fees, and perceived complexity, using consultative communication to build confidence and encourage adoption.
Conduct structured follow-ups with merc- Customer Service Specialistibex PakistanJun 2024 - Aug 2025 (1 year 3 months)● Provided chat and email support to international customers across the USA and Canada, handling account, billing, payment, service, and product-related concerns.
● Handled customer objections, complaints, and service-related pushback by identifying customer concerns, explaining available options, and guiding customers toward appropriate resolutions.
● Consistently maintained 95%+ CSAT by combining active listening, empathy, clear communication, and effective issue resolution.
● Managed sensitive customer interactions professionally, balancing customer expectations with company policies, eligibility requirements, and available solutions.
● Collaborated with global teams across multiple time zones to investigate escalated - Customer Support Specialist (Remote)Help ScoutDec 2023 - May 2025 (1 year 6 months)● Delivered remote customer support to ●●SaaS clients across the US and Europe●●, handling technical, account, billing, and service-related concerns.
● Handled ●●customer objections, pushback, and escalated concerns●● by identifying underlying issues, addressing objections with clear solutions, and guiding customers toward appropriate resolutions.
● Maintained a ●●98% customer satisfaction score●● by resolving customer issues within SLA while balancing customer needs with company policies and service limitations.
● Reduced average response time by ●●20%●● by implementing improved email templates and more structured customer communication workflows.
● Managed sensitive and escalated conversations with ●●empathy, active li - Customer Experience Associate (Remote)CloudCartOct 2022 - Dec 2023 (1 year 3 months)● Supported international customers through live chat, email, and ticketing systems, handling ●●50+ daily queries●● related to orders, refunds, product information, and service concerns.
● Handled customer ●●objections, concerns, and pushback●● around refunds, order issues, product information, and service limitations by understanding the underlying concern and presenting clear, policy-aligned resolutions.
● Used ●●active listening, empathy, clarification, and solution-focused communication●● to de-escalate frustrated customers and address objections while maintaining a positive customer experience.
● Achieved a ●●97% first-contact resolution rate●●, minimizing repeat contacts and demonstrating effective issue resolution and - Customer Experience ExecutiveDarazJun 2021 - Sep 2022 (1 year 4 months)- Handled 100+ daily queries related to orders, refunds, and seller disputes via live chat and email.
Collaborated with logistics and seller teams to ensure smooth resolution of delivery issues.
- Achieved 97% SLA compliance while managing peak-season support during major sales (11.11, Black Friday).
- Provided product guidance and built strong customer loyalty through personalized assistance.
Education
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- Bachelor of Arts - BA, English Literature/Journalism/Political ScienceGovernment College University FaisalabadMar 2023 - Sep 2026 (3 years 7 months)