Salehuddin Al-Ayyubi Bin Rusly

Since 2016, I have navigated the digital landscape as a freelancer, mastering Facebook Ads and Social Media Management. This background gave me a "Digital First" mindset and a deep understanding of how users interact with platforms.

In early 2024, I transitioned into a full-time role at IGT Solutions for the Malaysia Airlines project. My ability to solve complex problems and lead others resulted in a promotion to Floor Support in July 2025. In this role, I manage high-stakes escalations and ensure seamless operations in a fast-paced live chat environment.

The Next Chapter: Software Engineering I am currently elevating my career by completing a Software Engineering Conversion Bootcamp. My goal is to merge my extensive background in customer experience and floor leadership with technical proficiency.

I am now seeking L1/L2 Technical Support opportunities where I can apply my troubleshooting expertise and coding knowledge to resolve complex software issues for global organizations.

Floor Support | IGT Solutions (Malaysia Airlines Project)

July 2025 – Present

Promoted to lead floor operations for the Malaysia Airlines live chat project. I ensure service excellence by supporting agents and managing operational data in a high-pressure, real-time environment.

Key Achievements

• Awarded "Best Performer" (2x) for KPI excellence and resolution.
• Awarded "Best Attendance" for 100% operational reliability.

Operational & Leadership Core:

• Real-Time Analyst (RTA): Monitoring live chat traffic and agent availability to ensure consistent service levels (SLA).
• Escalation Management: Handling irate customer interventions and providing expert guidance on complex product knowledge cases.
• Investigations & Reporting: Conducting deep-dive investigations into special "Code Cases" and delivering End of Day (EOD) reports to management.
• Agent Support: Providing on-the-spot coaching and advice to improve team resolution quality and customer satisfaction.

Customer Support Specialist | IGT Solutions

Jan 2024 – July 2025

• Managed high-volume live chat interactions for Malaysia Airlines.
• Consistently met and exceeded performance targets, leading to a promotion to leadership within 18 months.

Customer Support Specialist | IGT Solutions

Jan 2024 – July 2025

• High-Volume Support: Managed real-time passenger inquiries for

Malaysia Airlines, maintaining top-tier performance metrics.

• Rapid Growth: Promoted to leadership (Floor Support) within 1.5

years due to technical aptitude and strong problem-solving skills.

Digital Marketing & Meta Ads Specialist (Freelance)

2016 – 2024

• Performance Marketing: Managed end-to-end Facebook Ads and social media strategy for diverse international clients.
• Data Analysis: Utilized platform analytics to optimize ROI and troubleshoot digital campaign delivery issues.
• Remote Operations: Successfully managed an 8-year freelance career delivering digital-first solutions remotely.

Software Engineering Conversion Bootcamp | Adnexio

Fully Sponsored by Yayasan Peneraju

2025 – 2026 (In Progress)

• Selected for a prestigious, fully-sponsored technical program targeted at high-potential professionals pivoting into tech.
• Intensive training in Software Engineering, focusing on

Full-Stack development and technical problem-solving.

• Bridging 8+ years of digital and operational experience with modern software foundations.