Experienced professionals · 9 years, BBA

Customer service manager (email & chat) resume sample

A complete, ready-to-edit resume for non-voice support leads and managers applying for customer service or customer experience manager roles. It fits on two pages, follows the format Indian employers expect, and every line below is yours to copy or change.

  • 2 pages
  • Professional Summary
  • Free to use
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Farhan Qureshi

Customer Service Manager – Email & Chat · Hyderabad, Telangana

Professional Summary

Customer service manager with 9 years in email and chat support for e-commerce and fintech, leading 65 agents and 5 team leaders. Lifted CSAT from 84% to 93% and cut first-response time from 6 hours to 40 minutes. Experienced in workforce planning, knowledge bases, chatbots and building teams that stay.

Skills

Operations

  • CSAT
  • First-response and resolution time
  • Workforce planning
  • Quality frameworks
  • Escalations

People

  • Hiring
  • Coaching
  • Performance reviews
  • Team-leader development

Tools

  • Zendesk
  • Freshdesk
  • Intercom
  • MS Excel
  • Power BI

Work experience

Customer Service Manager, PayWave Fintech Pvt. Ltd.

Hyderabad, Telangana · Jun 2022 – Present

  • Run email and chat support for 3 million users: 65 agents, 5 team leaders.
  • Raised CSAT from 84% to 93% and cut first-response time from 6 hours to 40 minutes.
  • Launched a chatbot with the product team that now resolves 35% of chats without an agent.
  • Rebuilt the help-centre: 220 articles, searchable, cutting repeat tickets by 18%.
  • Brought agent attrition down from 45% to 24% with clear career paths.

Team Leader – Non-voice Support, ShopKart E-commerce

Hyderabad, Telangana · Apr 2019 – May 2022

  • Led 18 agents on order, refund and seller tickets; best team on quality for 6 quarters.
  • Introduced macros and tagging that cut handling time by 22%.

Customer Support Executive, ShopKart E-commerce

Hyderabad, Telangana · Jul 2017 – Mar 2019

  • Handled 120+ emails and chats a day with 96% quality score.

Education

  • BBA

    Osmania University · Osmania University · 68.0% · 2014 – 2017

  • Class 12 (Commerce)

    Narayana Junior College · Telangana Board of Intermediate Education · 79.0% · 2014

Certifications

  • Customer Experience Management – IIM Kozhikode (online) (2023)
  • Lean Six Sigma Green Belt – KPMG (2021)

Achievements & Awards

  • CX Leader of the Year – PayWave Fintech (2024)

Languages Known

  • Urdu – Native
  • Hindi – Fluent
  • English – Fluent
  • Telugu – Good

Tips for customer service and hospitality resumes

  • Show service numbers: calls or chats a day, CSAT, resolution time.
  • Mention the languages you speak and the tools you use (CRM, ticketing).
  • Add process knowledge: escalations, quality audits, shift handling.
  • Before you apply, paste the job advert into Dossier4u's ATS check: it lists the skills, years and qualifications the advert asks for that your resume does not show yet.

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