Shahida Islam

Customer-focused technical support and administrative professional with experience providing remote customer assistance, responding to inquiries, identifying issues, and supporting service resolution through phone and digital communication channels. Strong analytical, communication, documentation, and problem-solving skills, with the ability to manage multiple priorities in a fast-paced environment. Seeking to contribute to Opensity Solutions by delivering professional, efficient, and reliable service desk support.

Administrative Assistant - CSL Academy - Remote

(2023-03 - 2025-04)

• Provided remote administrative support and responded to inquiries through digital communication channels.
• Maintained organized records, updated information, and prepared and managed documents.
• Used Microsoft Office and online collaboration tools to coordinate tasks and communicate with team members.
• Managed multiple responsibilities while maintaining accuracy, professionalism, and timely follow-up.
• Assisted with routine issues and directed inquiries to the appropriate person when additional support was needed.

Technical Representative - Teleperformance - Remote

(2022-09 - 2023-02)

• Assisted customers with service-related questions and technical concerns in a remote support environment.
• Communicated with customers by phone and chat to understand concerns and identify appropriate solutions.
• Applied problem-solving skills to address customer issues and explain information clearly.
• Managed customer interactions in a fast-paced environment while maintaining patience and professionalism.
• Recorded relevant customer information and followed established procedures to support issue resolution.
• Referred issues requiring additional assistance to the appropriate support level.

Postgraduate Diploma - Cloud and Application - Metro College of Technology (2025-08)