Khalid Farooq

About Khalid Farooq

With 3 years as a Team Leader and 3 years as a Manager in logistics, I bring a comprehensive background in overseeing and optimizing operational processes.

Experience

1. Customer Experience Auditor

   Flipkart

   Jan 2026 — Present · Srinagar, IN

   Core ResponsibilitiesHandle Customer Escalations in Real Time– Take full ownership of escalated customer issues related to orders, delivery, returns, cancellations, etc.– Investigate and drive resolution within defined Service Level Agreements Act as a Link Between Teams– Serve as the liaison between Hub Operations, Customer Support (CS), and Technology/Other teams.– Bridge communication gaps to ensure smooth operational workflows and improve customer outcomes. Identify and Address Process Bottlenecks– Detect and resolve obstacles in the last-mile delivery process or similar operational areas affecting customer satisfaction.– Work proactively to remove impediments that slow down delivery or customer service. Root Cause Analysis & Trend Identification– Beyond fixing individual cases, analyze patterns in escalations to uncover systemic issues.– Use trends to recommend changes in processes or tools. Represent the Customer Voice Internally– Advocate for customer needs and experiences within operational teams.– Ensure that decisions are aligned with customer satisfaction and experience goals. Documentation & Reporting– Maintain accurate logs of customer escalations and resolutions.– Prepare reports that help review and measure the effectiveness of customer experience initiatives.

Education

• City Central educational institute

  10th