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irshadkhan58901

Irshad Ahmed K.

@irshadkhan58901

Senior Customer Support Executive

India
English
About me
Customer Service Professional with experience providing support for The RealReal, a luxury e-commerce platform handling premium brands and high-value products. Skilled in resolving queries related to shipping, refunds, WISMO, courier claims, DNR, and basic IT support through voice and email channels. Proficient with Zendesk, Gladly, Avaya, and Google Workspace. Consistently maintained 90+ CSAT and quality scores while delivering professional and empathetic customer experiences.... Read more

Skills

i
irshadkhan58901
Irshad Ahmed K.
Offline • 

See my services

Customer Support
I will be your experienced customer service executive
From$10 / projectMore details

Work experience

Tech_Mahindra

Senior Associate Customer Support

Tech Mahindra • Full-time

Oct 2025 - May 2026 • 7 mos

• Provided end-to-end customer support for The RealReal, a luxury e-commerce platform handling premium brands and high-value products including Gucci, Prada, Balenciaga, Louis Vuitton, diamond jewellery, and gold bars. • Resolved customer queries related to WISMO, refunds, shipping, courier claims, DNR, item inquiries, and basic IT troubleshooting through voice support. • Managed back-office email support, including follow-ups, escalations, and customer coordination to ensure timely issue resolution and seamless service. • Utilised Zendesk, Gladly, Avaya, and Google Workspace to efficiently manage customer interactions and support workflows. • Consistently maintained 90+ CSAT and quality scores while meeting AHT and hold-time targets.

Software Development Engineer I

Unlisted • Full-time

May 2022 - Jan 2025 • 2 yrs 8 mos

• Developed Hawkeye Portal, a data aggregation platform that scraped information from 5+ sources with 10+ data points, reducing manual work by 20% using MongoDB, Express.js, Puppeteer, MongoCharts, Cron Jobs, AWS Lambda, EC2, and SendGrid. • Built a Chrome Extension to scrape LinkedIn data and integrate it with Affinity CRM, increasing investment team efficiency by 10%. • Customized and deployed the primary website for Elevation Capital, implementing updates across 30+ components and ensuring smooth deployment through Vercel. • Designed and implemented a DynamoDB-based caching solution for the LinkedIn browser extension, reducing cache-hit latency by 90% and significantly improving performance and user experience.