Khadijah Wushishi

Khadijah Wushishi - |- About I have 4 years of experience in customer support, operations management and virtual assistance collectively. I excel at resolving inquiries and delivering exceptional service. I’m skilled in managing high-volume phone, email, and chat communications. My empathy, problem-solving, and efficiency focus have consistently led to positive customer experiences. Proficient in CRM systems and support tools, I thrive in fast-paced environments. I’m eager to bring my expertise to a customer care representative role and contribute to your team’s success. Experience Shawn Exchange Nov 2024 - May 2025 Customer Service Representative • Delivered real-time, high-impact support to users via live chat, email, and social media, consistently exceeding daily productivity metrics. • Supported customers through complex processes such as onboarding, KYC verification, wallet funding, and transaction troubleshooting, ensuring clarity and compliance every step of the way. • Acted as a bridge between frontline support and the technical team, efficiently escalating and resolving complex issues, reducing response time and boosting customer retention. • Maintained exceptional customer satisfaction scores by delivering empathetic, personalized, and prompt responses, even during high-volume periods. • Provided accurate and clear guidance on product functionality, driving trust and product adoption among new and existing users. • Proactively documented recurring customer issues, contributing to internal process optimization and knowledge base updates. • Supported internal team members via Slack and Zoom, sharing insights and solutions to improve team knowledge and efficiency. • Recognized for problem-solving initiative and ability to navigate urgent customer situations with professionalism and care. Finnew Fintech July 2023 - May 2024 Customer Service Representative • Managed and troubleshot loan accounts, supported app-related issues, and guided users through seamless account creation and onboarding processes. • Resolved complex concerns around payments, refunds, banking errors, and platform functionality, ensuring high customer satisfaction and trust retention. • Collaborated with product and engineering teams to escalate bugs and resolve backend issues, minimizing friction in user experience. • Created and regularly updated knowledge base content to enable faster resolutions and improve internal team efficiency. • Cleared ticket backlogs efficiently, prioritized high-impact cases, and consistently exceeded performance benchmarks and service-level expectations. • Analyzed and shared customer feedback trends with internal teams to inform product improvements and enhance support strategies. • Acted as a knowledge resource for newer teammates, supporting them through process walkthroughs and documentation. • Delivered prompt, empathetic support across chat, email, and phone, addressing customer inquiries and technical issues. Famille Empree LLC | Wyoming, MI Jan 2020 - Feb 2022 Customer service representative and virtual Assistant • Handled end-to-end order processes including customer orders, cancellations, refunds, and exchanges, while maintaining accuracy and customer satisfaction. • Escalated unresolved order, product, and payment issues to suppliers and third-party processors, ensuring timely follow-up and resolution. • Maintained and regularly updated a centralized knowledge base with accurate product and shipping information to support internal consistency and customer transparency. • Collected and relayed customer feedback and pain points to cross-functional teams, contributing to enhancements in product offerings and service delivery. • Identified recurring support issues and recommended process improvements, helping streamline operations and reduce ticket volume. • Actively contributed to meeting team KPIs and maintained performance during high-volume periods such as promotional campaigns and product launches. • Delivered professional, multi-channel support across chat, calls, email, and social media, ensuring prompt, empathetic, and brand-aligned customer experiences. Tools • Zendesk • Intercom • Freshdesk • Salesforce • Slack • Zoom • Notion • Confluence • Trello • Asana • Jira • Google Workspace • HubSpot Skills 1. Multichannel Customer Support – Expert in chat, email, phone, video, and social media support. 2. Issue Resolution & Escalation – Skilled in troubleshooting technical, payment, and account issues and escalating to internal teams when needed. 3. CRM & Helpdesk Tools – Proficient with platforms like Zendesk, Intercom, and similar customer support systems. 4. Product & Process Expertise – Strong ability to learn, document, and explain product workflows and offer workaround solutions. 5. Cross-Functional Collaboration – Experienced in working with technical teams, success managers, and operations to drive retention. 6. Knowledge Base Management – Created and maintained internal help docs to support both team training and customer self-service. 7. Customer Onboarding & KYC – Guided users through fintech onboarding, verification, and account setup. 8. Customer Trend Analysis – Gathered feedback, spotted recurring issues, and proposed solutions for service improvements. 9. Mentoring & Peer Support – Assisted new team members and supported internal training via Zoom and Slack. 10. Time Management & Prioritization – Efficiently handled high-volume queues, cleared backlogs, and prioritized based on urgency and client value. Education Unilag Bsc. Economics 2025 Objective Resourceful and empathetic Customer Support Specialist with a strong background in fintech and ecommerce, skilled in multichannel communication, issue resolution, and customer onboarding. Adept at troubleshooting complex technical and payment-related issues, collaborating with cross-functional teams, and creating process-driven documentation to enhance customer satisfaction. Seeking to contribute to a growth-focused company where I can leverage my support expertise, critical thinking, and passion for user experience to drive customer retention and operational efficiency.