Ibrahim Zafar

Customer support professional with over four years of experience across chat, phone, and relay-service channels. Skilled at resolving complaints, documenting cases in CRM systems, and collaborating across departments to close out complex issues. Known for empathy, patience, and consistent, courteous service.

Customer Support Representative at Sybrid Pvt Ltd (2023-05 – Present)

• Delivered prompt, courteous customer service across phone, email, and chat channels, maintaining a high customer satisfaction rate.
• Resolved customer complaints by identifying issues, offering effective solutions, and following up to ensure full resolution.
• Maintained up-to-date knowledge of company products, services, and policies to assist customers effectively.
• Documented all customer interactions and case progress in CRM systems (e.g., Zendesk, Salesforce).
• Collaborated with internal departments to escalate and resolve complex technical and account issues.
• Gathered and reviewed relevant information to assess the validity of complaints and determine root causes.

Information Support Representative at AEG (American Express Global) (2024-12 – 2025-11)

• Provided relay service support for hearing-impaired users.
• Monitored automated systems for collect calls and intervened to assist callers as needed.
• Answered customer requests using alphabetical and geographical directories to provide accurate information.
• Updated and maintained directory information.
• Conducted research using online sources to locate needed information.
• Prepared and processed outgoing mail, including checks.

Chat Support Representative at IBEX (2022-01 – 2023-02)

• Offered special assistance to customers unable to dial or facing emergency situations.
• Performed clerical duties including typing, proofreading, and sorting mail.
• Suggested and verified alternate spellings, locations, and listing formats for customers lacking complete information.
• Maintained accurate records of chats placed and received.

Customer Support Representative at Expert Communication (2021-04 – 2021-12)

• Answered user inquiries regarding computer software and hardware operation to resolve technical issues.
• Conferred with staff, users, and management to establish requirements for new systems or modifications.
• Oversaw daily performance of computer systems.
• Set up equipment for employee use, including cabling, operating systems, and software installation.
• Referred major hardware or software problems to vendors or technicians for service.

Pre-Engineering – Delhi Science and Commerce College (2017-12)

Computer Science – Dhaka Secondary School (2015-08)