Customer Support Specialist

Promoted from Community Management Executive to Community Manager after six months. Led and supervised teams handling social media responses for multiple brands and OTT customer support chats for a telecommunications client.

Oversaw quality assurance, agent rostering, SLA compliance, performance tracking, client communication, and escalation resolution. Created response scripts and workflow guidelines, used Genesis, YellowAI, Meta Business Suite, and CRM tools, and prepared reports and training feedback.

Provided remote customer support for a US client, managing customer inquiries across multiple channels with timely and professional responses.

Supported social media engagement, backend operations, administrative tasks, product issue logging, recurring issue identification, and continuous service-quality improvements.

Worked as a freelance Customer Support Agent supporting a US client in a remote environment. Managed multi-channel customer communications and social media support.

Handled backend customer support and administrative activities, logged product issues, identified recurring trends, and contributed to daily operational quality improvements.

Handled inbound customer calls for an offshore call center, resolving inquiries and issues efficiently for international clients.

Maintained service quality standards and KPIs, accurately documented interactions, and followed established escalation procedures.

Delivered trilingual end-to-end customer support through Facebook, Instagram, Daraz, WhatsApp, and inbound and outbound calls. Assisted customers with products, orders, deliveries, returns, payments, and after-sales needs.

Managed complaints, escalations, order coordination, delivery follow-ups, social media moderation, and customer records while meeting SLA targets. Collaborated with internal teams on stock, delivery, and feedback issues.

Provided freelance trilingual social media response and real-time monitoring services for multiple corporate brands across digital channels. Addressed customer questions, complaints, and feedback while maintaining response accuracy, brand tone, and SLAs.

Conducted crisis monitoring and first-level crisis response, escalating sensitive issues to stakeholders. Produced monthly engagement, response-time, issue-trend, and sentiment reports and coordinated issue resolution with internal teams.

Designed and taught middle-school computer science curriculum covering programming, digital literacy, and hardware fundamentals. Delivered project-based programming instruction using Python, JavaScript, and Scratch.

Assessed student progress through assignments and projects, provided constructive feedback, and developed students' problem-solving, critical-thinking, and collaboration skills. Communicated regularly with parents on student progress and classroom activities.

Also completed Foundation in IT.