Bio
Hello Client! Thanks for reading my bio! I started my customer support journey as a call center agent in Telenor (locally Grameenphone) in 2009. I worked exclusively as an inbound/outbound call center agent for 4 years there. After gaining some valuable experience in a fast-paced corporate environment, I completed my graduation as an Engineer in 2013. Then after some hustle and bustle with my career for 3-4 years, I decided to freelance in Upwork as a customer support manager. Since then, I have never looked back as I have worked with many international companies as a call agent, chat agent, and email support for the last 6 years. Since 2018, I have gained valuable experience in the crypto industry by demonstrating my CS skills in the Telegram community. The I got the opportunity to work for a crypto FinTech company named BnkToTheFuture for 1.5 years as their investor support manager. In 2021, I joined SingularityNet as their CS supervisor and worked successfully in the AI and blockchain market up until December, 2023. Apart from being an agent for many years, in the last 2 years, I have served two brands as their customer support supervisor and successfully managed their support teams. My experience and deliverables as a customer support supervisor are: - Team management - Roster management - Hiring agents through Upwork - Interviewing and training agents - Creating SOP and Workflow for the organization - ZenDesk environment setup - Monthly/weekly meetings with agents regarding their performances - Constantly following up on the SOP with the management regarding processes and policies to ensure better service quality - Monitoring email queue and maintaining standard reply time - Maintaining agent's HR-related queries and leaves/absence - Following up with customers who needed management support through email and phone call - Creating a knowledge base/ helpdesk for the customers and internal employees - Maintaining a high level of performance through my contract tenure My work expertise is: - Helpdesk creation and maintenance - Collaborating with other departments about product and help center development - Roster management - Google Docs management - Return, refund, and warranty management - Any other administrative tasks given by the management Apps I have used throughout my career: - ZenDesk - 5+ years - HelpDesk - 3+ years - Gorgias- 5+ years - Shopify- 4+ years - Intercom - 1.5 years - EST (Canada Post) - UPS (US post) - Customized ERP software - JIRA - Slack, Skype, WhatsApp, Telegram - 5+ years In a nutshell, I would say that I can support your CS team with the utmost efficiency since I have all the relevant experience. I believe that with my help, the team will do better since I have a proven track record with international brands. For example, I have turned the Trustpilot review of my last employer from 2.8 to 3.5 in just 1 month with organic outreach and a super master plan! I hope to do the same for you on any platform as I believe that customer support is an art, and you have to know the correct approach to make your service artistic! I can talk more about how I can contribute to your team in a call if you give me the chance. I hope not to disappoint you by any means. Best, Shakil
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