Nida Shaikh

About Nida Shaikh

Welcome to my profile! With 8+ years of experience in customer support, technical support, sales, and admin roles, I consistently go above and beyond expectations. I don’t just watch things happen—I take ownership, stay proactive, and make things happen 🫰🧠 “This is not my job” or “I cannot do this” simply isn’t in my dictionary I specialize in Customer Experience & relationship, focusing not just on solving problems—but on building strong customer relationships, reducing churn, and creating real value for both customers and the business.I’ve worked with CRM platforms like Zendesk, Salesforce, HubSpot, and Smartassist, along with tools like Trello, Jira, Slack, Teams, Zoom, Avaya, and Google Workspace to collaborate effectively and deliver results.At Maharaja’s, I contributed to sales strategies that improved upselling and brought in new customers. I was promoted within 2 years and led a team of 7—recruiting, coaching 1:1, training, and handling escalations and conflicts.Currently working remotely with a Canada-based SaaS company, I bring hands-on experience in:• Building strong customer relationships through personalized support• Identifying pain points early and actively reducing churn• Delivering proactive solutions to improve retention & satisfaction• Driving customer success by maximizing product value• Managing sensitive data with care and professionalism• Providing L1 troubleshooting (software, hardware, network)• Supporting customers via calls, chat, and personalized emails• Tracking Voice of Customer (VOC) to improve processes• Resolving issues efficiently, often in first response🤝 Among my peers, I am known as an approachable, patient, and a go-to team player, who loves to turn challenging situations into positive outcomes. I began my career as a teacher, where I built strong communication and management skills. I was awarded Best Teacher of the Year and promoted to an administrative role within a year—an experience that shaped my ability to understand people and build meaningful connections. I strongly believe:“The day you stop learning, you start falling behind.”I’m naturally curious, always eager to learn, grow, and improve. I believe mistakes are part of the journey—as long as we learn from them and keep moving forward. Life can be a rollercoaster, but as long as it’s moving upward … I’m all in. At the end of the day, it’s not just about the roles we play—it’s about the goals we achieve—happy customers, strong relationships, and real impact.

Experience

1. Customer Support Specialist

   Gocxm

   Jan 2024 — Present · Toronto, ON, CA

   Managing operations •Customer account management •Complaint resolution •Report preparation•Data and VOC Entry in CRM •Multiline phone etiquette •Communication and teamwork •Communicating with customers to ensure product understanding, answer questions and facilitate conflict resolution, improving customer satisfaction.

Education

• Carmel Convent School - India

  High School Diploma, Business/Commerce, General