Jawad Uddin

Customer Support Professional with over 3.5 years of experience in omni-channel customer operations, specializing in Voice, High-Volume Live Chat, and Email Support for international accounts. Pioneer team member for DoorDash (Wave 1) with proven expertise across multiple lines of business including Elite CX, DashPass Premium, and Dasher Support. Demonstrated excellence in mentoring 500+ nesting agents, handling 120+ chats plus voice calls daily, and driving critical CX metrics (DWR, AHT, SLA).

Expert in enterprise platforms including Salesforce CRM, AWS, Okta SSO, and Teammates Headquarters (THQ).

International Customer Support Executive - Teleperformance Global Solutions - Hyderabad, India

(2025-07)

Manage high-volume omni-channel operations, delivering real-time voice, digital chat, and written email support for international accounts.

• Draft structured email resolutions and ticket updates for complex technical queries requiring asynchronous escalation.
• Execute help desk support and technical troubleshooting to resolve escalated hardware and software issues across global time zones.
• Maintain 100% compliance with international Service Level Agreements (SLAs) across voice, chat, and email support queues.

International Customer Support Executive — DoorDash Account (Wave 1) - VXI Global Solutions - Hyderabad, India

(2023-07 - 2025-05)

Wave 1 Pioneer & Account Growth: Joined as part of the initial launch batch (Wave 1) for the DoorDash account, witnessing and driving operational expansion from 50 to 900+ employees on the floor.

• Multi-LOB & High-Volume Operations: Delivered omni-channel voice and live chat support across high-priority LOBs including Elite CX, DashPass Premium, VIP Premium Customers, and Dasher Support; managed peak workloads of 120+ chats plus voice calls daily.
• Nesting Leadership & Agent Certification: Supported 16 consecutive onboarding batches immediately following initial nesting; successfully mentored, evaluated, and certified 500+ nesting agents onto the production floor.
• Floor Leadership & People's Partner: Served as an informal Floor Support & People's Partner, conducting floor sweeps, real-time agent query resolution, and live chat escalations to ensure floor stability and quality.
• Omni-Channel Tooling & Core CX Drivers: Authenticated via Okta SSO to operate Salesforce CRM, AWS cloud tools, MS Outlook, and Teammates Headquarters (THQ) to handle live order tracking, missing/damaged items, food quality, undelivered orders, alcohol compliance, grocery, and electronic items.
• Financial Adjustments & Metrics Optimization: Handled real-time Dasher tip additions/removals, issued targeted refunds/credits, and maintained top-tier performance in Did We Resolve? (DWR), Average Handling Time (AHT), SLA compliance, and shrinkage control.
• Escalations & Recognition: Managed de-escalation protocols for high-friction clients, routed compliance/legal cases to Health, Safety & Legal teams, and earned multiple Top Performer & Driving Excellence Certificates.

Customer Support Executive - IntouchCX - Hyderabad, India

(2022-11 - 2023-05)

Provided multi-channel help desk support, managing high-volume inbound queries via voice, live chat, and email ticketing to optimize First Contact Resolution (FCR).

• Composed clear, structured email responses explaining product specifications, technical details, and troubleshooting workflows.
• Interacted with a diverse global user base, maintaining high standards of professional communication and cross-cultural etiquette.

Bachelor's Degree - Madana Degree College (Osmania University) (2022 - 2025)

Intermediate Education - St. Joseph Junior College (2020 - 2022)

Secondary School Certificate (SSC) - Success The School (2018)