Customer Service Advisor & Team Lead - The Dorsum - Remote
(2023-04)
- Handle inbound and outbound customer enquiries across email, phone, and chat channels, maintaining professional service standards and rapid response times.
- Resolve account, service, and payment-related issues at first contact wherever possible, escalating complex cases to senior teams with full context and documentation.
- Maintain accurate and detailed notes within CRM systems after every customer interaction, ensuring clean records for auditing and follow-up.
- Identify and flag recurring customer issues to operations leadership, contributing to process improvements that reduced repeat enquiry volume.
- Train and onboard new customer service agents, developing standardized response guides and escalation procedures used across the team.
- Consistently meet and exceed daily response time and resolution targets across a high-volume remote support environment.
Client Support & Communications Advisor - Appedology Pvt. Ltd. - Remote
(2022-08 - 2023-03)
- Managed a high volume of inbound and outbound customer communications via phone and email for a B2B services company, resolving account and billing queries efficiently.
- Logged all interactions accurately in CRM systems, ensuring complete records were maintained for every customer touchpoint.
- Handled multiple open enquiries simultaneously without compromising response quality or accuracy, consistently meeting daily SLA targets.
- Escalated unresolvable issues to internal teams with clearly documented context, reducing resolution time at second contact.
- Drafted and maintained response templates for common enquiry types, improving team-wide consistency and tone.
Customer Service Representative — Phone & Systems - The Rapid Support - Remote
(2022-01 - 2022-07)
- Provided remote customer support via phone for travel and booking services, resolving queries related to orders, payments, and access issues.
- Used Sabre GDS to investigate and resolve booking discrepancies, refund requests, and account access problems with accuracy under time pressure.
- Communicated complex technical or procedural information clearly to customers in plain, easy-to-understand language.
- Maintained a high first-contact resolution rate by fully investigating issues before responding rather than offering partial solutions.
Inbound Customer Support Agent - Tribe Consulting - Remote
(2021-10 - 2021-12)
- Handled inbound customer queries and complaints across phone and email, resolving issues on first contact wherever possible.
- Maintained structured case logs and ensured all interactions were accurately documented and followed up within agreed response timeframes.
- Delivered consistent service quality throughout a short-term contract, receiving positive feedback for professionalism and reliability.
Support Team Lead & Quality Reviewer - The Rapid Support - Remote
(2021-07 - 2021-12)
- Led a remote customer service team, monitoring interaction quality, providing structured agent feedback, and ensuring service standards were upheld.
- Developed escalation protocols and internal response guides to standardize how complex or sensitive enquiries were handled across the team.
- Reported weekly on team performance metrics — response times, resolution rates, and recurring issue trends — to senior management.
Customer Support Executive - Utech Global - Remote
(2020-12 - 2021-06)
- Independently managed all inbound customer enquiries in a startup environment, maintaining a zero-backlog standard and fast resolution times.
- Created internal FAQ documents and response templates from scratch that later became the foundation for the company's customer service training materials.
- Onboarded and trained new support agents, guiding them through systems, processes, and customer communication standards.
Support Agent → Team Lead (Promoted) - D-Cactus - Remote
(2019-04 - 2020-11)
Promoted from front-line customer support agent to Team Lead overseeing 16 agents, based on consistently exceptional performance and reliability.
- Managed daily support operations, quality reviews, and performance tracking while maintaining personal customer resolution targets.
- Awarded Employee of the Month for outstanding customer satisfaction scores, proactive issue flagging, and positive team contribution.
