Customer Support Representative
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I act as the first point of contact for customers—whether by phone, email, live chat, or other channels. My responsibilities include:
Developed and closed long-term vendor contracts (3–5 yrs) for Bitcoin ATM installations in U.S. and Canada.
Managed end-to-end client onboarding for site setup, compliance, and operational planning.
Monitored pipeline, mitigated churn via proactive escalation and negotiations.
Coordinated multi-team collaboration—operations, legal, compliance, and installations—to ensure seamless deployment.
Maintained CRM records, reported onboarding progress and highlighted roadblocks.
Delivered training on revenue models, machine operations, and regulatory compliance to ensure full adoption.
Led content migration (Duple 7 → Duple 10), ensuring accuracy, brand consistency, and SEO optimization.
Collaborated cross-functionally to test, troubleshoot, and support contributors post-migration.
Edited various content types (blogs, articles, marketing, social media), including research and fact-checking.
Monitored user metrics to evaluate content strategy performance and adhered to industry best practices.
Supported regional sales, enhancing dealer proficiency and implementing tailored sales strategies.
Assisted in developing technical service processes, sales tools, and market-specific reports.
Coordinated service operations, sales strategy, and customer retention initiatives.
Managed inbound calls, prequalification, and payment arrangement processes for credit repair services.
Provided customer support and maintained clear communication pathways between clients and credit specialists.
Handled high-volume inbound/outbound calls using scripts and multi-line phone systems.
Managed customer accounts, arranged payment plans, and recorded call details accurately.
Supported recovery projects and monitored delinquent accounts to improve collections outcomes.
Coordinated debt recovery for delinquent accounts and developed guidelines for recovery processes.
Provided in-person customer assistance and managed detailed data entry using legacy systems (diskettes and tapes).
Managed budgeting, financial statements, reconciliations, and MIS reports.
Conducted bookkeeping, client assessments, and invoice processing.
Prepared quotations, managed taxes, and oversaw procurement for lubricants.
Motivated sales and office staff through leadership and operational support.
CEH (Certified Ethical Hacker) – June 2024 – Present
AutoCAD 2D & 3D (Basic Level) – Present
3-Year Diploma in Quranic Studies (Translation & Tajweed) – April 2011 – Present
