Fatima

Customer Support Specialist | +10 Years of Expertise

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Overview

Looking for part-time work (6 hours/day)

at $6.65/hour ($960.00/month)

Associates degree

Last Active

June 25th, 2026 (today)

Member Since

May 17th, 2025

Profile Description

Are you looking for a seasoned BPO professional with extensive experience in technical support, quality assurance, and operations leadership? With over 10 years in the customer service industry, I bring not just experience but proven results in leading teams, improving service quality, and resolving complex technical issues.

Here’s what I can bring to your team:

Customer Support VA Experience

CS VA at a Sweden-based drop shipping business (Shopify): I answered customer emails in multiple languages using a translation tool, managed orders including cancellations, address changes, refund requests, and return/replacement processes, handled order tracking updates while managing Klarna disputes and chargebacks, and coordinated with suppliers to ensure smooth operations and timely resolutions.

Operations & Leadership Experience

Team Leader – Foundever (formerly Sykes/Sitel PH)

For over 4 years, I led a team of technical support agents for a major U.S. internet service provider. I managed performance, coached tea ---------- mbers, handled escalations, and drove key metrics like first-call resolution, CSAT, and AHT. I ensured that every customer issue — from slow internet speeds to modem/router replacements — was resolved efficiently while maintaining high customer satisfaction.

Quality-Focused Support

Quality Assurance Coordinator – Foundever (formerly Sykes/Sitel PH)

I monitored, evaluated, and coached support agents to ensure excellent service quality. Using tools like scorecards, performance dashboards, and QA feedback loops, I helped agents develop soft skills and product knowledge, contributing to a consistent rise in QA scores and customer satisfaction ratings.

Technical Expertise & Frontline Supports

SME & Technical Support Representative – Foundever (formerly Sykes/Sitel PH)

As a Subject Matter Expert, I provided real-time support to agents handling complex tech issues and ensured adherence to process and policy. As a TSR, I directly assisted customers via phone with internet connectivity, modem/router setup, and service restoration, using troubleshooting tools and clear step-by-step communication to resolve technical problems efficiently.

Early Career in Non-Voice & Sales

In earlier roles, I handled non-voice outbound campaigns and B2B telesales, developing communication, persuasion, and CRM navigation skills. These roles gave me a well-rounded perspective on both voice and non-voice support operations.

Skills I Offer:

Team Leadership & Performance Management

Quality Assurance Monitoring & Coaching

Technical Support (Internet/Connectivity/Modem/Router)

Customer Service Excellence (Voice & Non-Voice)

Escalation Management & Conflict Resolution

Tools: Salesforce, NICE, Avaya, DeepL, OneCRM, GSuite, MS Office, Shopify, ----------

What sets me apart is my commitment to quality, proactive communication, and team success. Whether you're building a customer support team or need a reliable technical expert, I’m ready to bring structure, performance, and results to your business.

Top Skills

Customer Support

Experience: 10+ years

With over a decade of experience in voice and non-voice customer service roles, I provide empathetic, efficient, and solution-oriented support across various industries including telecommunications, e-commerce, and finance. I specialize in handling inquiries related to account management, billing concerns, product troubleshooting, and order processing. Whether assisting customers over the phone or via email, I focus on resolving issues on the first contact, ensuring a seamless and positive experience. My background in technical support has strengthened my ability to explain complex information in a clear, easy-to-understand manner, while maintaining high standards of customer satisfaction and professionalism.

Office and Administration » Quality Assurance

Experience: 2 - 5 years

As a Quality Assurance Coordinator, I was responsible for monitoring, evaluating, and coaching support agents to ensure alignment with service quality standards and customer experience goals. I utilized QA scorecards, performance dashboards, and structured feedback loops to provide clear, actionable insights. Through regular side-by-side coaching and calibration sessions, I helped agents enhance their communication, compliance, and product knowledge. My efforts directly contributed to measurable improvements in QA scores, customer satisfaction (CSAT), and overall team performance, while also identifying training opportunities to support continuous development.

Office and Administration » Team Leadership

Experience: 2 - 5 years

With over four years of leadership experience, I successfully managed a team of technical support agents for a major U.S. internet service provider. My role involved end-to-end team oversight — from performance management and real-time coaching to escalation handling and daily operations support. I focused on driving key metrics such as First Call Resolution (FCR), Customer Satisfaction (CSAT), and Average Handle Time (AHT) to exceed service goals. By fostering a high-performance culture and providing consistent feedback, I helped agents improve both their technical accuracy and communication skills. I ensured that customer concerns — including internet connectivity issues, modem/router troubleshooting, and equipment replacement — were resolved swiftly and effectively, leading to increased customer satisfaction and team productivity.

Other Skills

Customer Support » Email Support

Experience: Less than 6 months

I have extensive experience managing customer inquiries and support requests via email and other digital channels. Skilled in using translation tools to assist customers in multiple languages, I handle order management tasks such as cancellations, address changes, refunds, returns, replacements, and order tracking with accuracy and professionalism. I’m proficient in resolving payment disputes through platforms like Klarna and PayPal, and coordinating smoothly with suppliers to ensure timely solutions. My clear communication style and attention to detail help maintain high customer satisfaction and build strong client relationships, even in remote and multilingual environments.

Basic Information

Age: 32

Gender: Female

Website: Sign Up with Pro Account to View

Address

Tests Taken: None

Government ID: Sign Up with Pro Account to View

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