Irshad Ahmed K.

Senior Associate Customer Support

Tech Mahindra • Tiempo completo

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 • Tiempo completo

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.