IMRAN SHAIK
Guildford,Surrey
Summary
PROFESSIONAL SUMMARY
Customer-focused professional with experience delivering high-quality customer support across retail and contact centre environments. Experienced in managing high volumes of customer enquiries via phone, email, chat and face-to-face while maintaining excellent service standards and meeting performance targets. Skilled in case management, problem solving, stakeholder communication and maintaining accurate customer records. Proven ability to work collaboratively across teams, prioritise workloads, assist customers in busy environments and resolve customer issues efficiently. Proficient in Microsoft Office, CRM systems and customer administration, with a strong commitment to delivering safe, welcoming and outstanding customer experiences.
Overview
1
1
year of post-secondary education
3
3
years of professional experience
Work history
Customer Support Associate – General Support
Amazon
Hyderabad, Telangana
2023.09 - 2024.04
- Managed customer enquiries via phone, email and live chat.
- Resolved account, payment and refund queries in line with company policies.
- Achieved 80–90% customer satisfaction while meeting quality and productivity targets.
- Maintained accurate customer records and case notes.
- Worked closely with logistics and technical teams to resolve complex customer issues.
- Analysed recurring issues using Microsoft Excel and reported trends to management.
- Consistently met KPIs and service level agreements.
- Worked efficiently in a fast-paced environment while balancing multiple priorities and deadlines.
Customer Support Associate – Gaming Specialist
Amazon
Hyderabad, Telangana
2024.09 - 2025.01
- Managed over 70 customer cases daily through phone, email and chat while consistently meeting service level targets.
- Delivered exceptional customer service, maintaining an average customer satisfaction score of 85%.
- Investigated customer issues and worked with internal departments to provide timely resolutions.
- Maintained accurate customer records and case documentation using CRM systems.
- Collaborated with product, technical and operations teams to resolve complex customer queries.
- Kept customers informed throughout the resolution process, ensuring clear and professional communication.
- Identified opportunities to promote relevant Amazon services where appropriate.
- Worked efficiently in a fast-paced environment while balancing multiple priorities and deadlines.
Trading Assistant
Sainsbury's
Guildford, Surrey
2025.05 - Current
- Replenish stock efficiently across multiple departments, ensuring shelves remain fully stocked and ready for trading.
- Coordinate with colleagues to complete deliveries and stock movement from warehouse to shop floor.
- Maintain high merchandising and presentation standards across the store.
- Conduct date checks and stock rotation to ensure product quality and compliance.
- Deliver excellent face-to-face customer service by assisting customers with product queries, promotions and online orders while providing a welcoming shopping experience.
- Contribute to a positive team culture through effective communication, collaboration and supporting the smooth flow of customers during busy trading periods.
Team member
Papa John's
Guildford, Surrey
2025.10 - Current
- Prepared pizzas and other menu items according to company standards.
- Provided friendly and efficient customer service in-store and over the phone while handling customer enquiries professionally.
- Handled cash and card payments accurately.
- Maintained cleanliness and hygiene in kitchen and front-of-house areas.
- Worked efficiently in a fast-paced team environment.
- Supported colleagues during busy periods to meet service targets.
- Assisted supervisors with coordinating team activities during peak trading periods.
- Supported opening and closing routines, including cash reconciliation and store preparation.
- Trained and supported new team members on operational procedures.
Education
Master of Science (MSc) - International Business Management
University of Surrey
Guildford 2025.02 - 2026.02
Bachelor of Business Administration - Human Resources
Parul University
IndiaSkills
- Teamwork
- Time management
- Team Coordination
- Operational Experience
- Technical Tools: Microsoft Excel, PowerPoint, Word, CRM Tools (Chat, Email, Phone Support Systems)
- Problem-solving
- Adaptability and flexibility
- Team Leadership
- Customer Relationship Management
- Store Operations
- Customer Query Resolution
- Complaint Handling
- Case Management
- Active Listening
- Relationship Building
- Attention to Detail
- Prioritisation
- Adaptability
- Working Under Pressure
Key Achievements
- Managed 70+ customer cases daily while maintaining high-quality service.
- Achieved 85% customer satisfaction in a fast-paced customer support environment.
- Delivered support across phone, email and live chat channels.
- Consistently met performance metrics and service level agreements.
- Collaborated with multiple departments to resolve customer issues efficiently.
Timeline
Team member
Papa John's
2025.10 - Current
Trading Assistant
Sainsbury's
2025.05 - Current
Master of Science (MSc) - International Business Management
University of Surrey
2025.02 - 2026.02
Customer Support Associate – Gaming Specialist
Amazon
2024.09 - 2025.01
Customer Support Associate – General Support
Amazon
2023.09 - 2024.04
Bachelor of Business Administration - Human Resources
Parul University