shaidulshakil89

Hello Client!

Thanks for reading my bio!

I started my customer support journey as a call center agent in Telenor (locally Grameenphone) in 2009. I worked exclusively as an inbound/outbound call center agent for 4 years there. After gaining some valuable experience in a fast-paced corporate environment, I completed my graduation as an Engineer in 2013. Then after some hustle and bustle with my career for 3-4 years, I decided to freelance in Upwork as a customer support manager. Since then, I have never looked back as I have worked with many international companies as a call agent, chat agent, and email support for the last 6 years. 

Since 2018, I have gained valuable experience in the crypto industry by demonstrating my CS skills in the Telegram community. The I got the opportunity to work for a crypto FinTech company named BnkToTheFuture for 1.5 years as their investor support manager. In 2021, I joined SingularityNet as their CS supervisor and worked successfully in the AI and blockchain market up until December, 2023. 

Apart from being an agent for many years, in the last 2 years, I have served two brands as their customer support supervisor and successfully managed their support teams. My experience and deliverables as a customer support supervisor are:

- Team management
- Roster management
- Hiring agents through Upwork
- Interviewing and training agents
- Creating SOP and Workflow for the organization
- ZenDesk environment setup
- Monthly/weekly meetings with agents regarding their performances
- Constantly following up on the SOP with the management regarding processes and policies to ensure better service quality
- Monitoring email queue and maintaining standard reply time
- Maintaining agent's HR-related queries and leaves/absence
- Following up with customers who needed management support through email and phone call
- Creating a knowledge base/ helpdesk for the customers and internal employees
- Maintaining a high level of performance through my contract tenure

My work expertise is:
- Helpdesk creation and maintenance
- Collaborating with other departments about product and help center development
- Roster management
- Google Docs management
- Return, refund, and warranty management
- Any other administrative tasks given by the management

Apps I have used throughout my career:
- ZenDesk - 5+ years
- HelpDesk - 3+ years
- Gorgias- 5+ years
- Shopify- 4+ years
- Intercom - 1.5 years
- EST (Canada Post)
- UPS (US post)
- Customized ERP software
- JIRA
- Slack, Skype, WhatsApp, Telegram - 5+ years

In a nutshell, I would say that I can support your CS team with the utmost efficiency since I have all the relevant experience. I believe that with my help, the team will do better since I have a proven track record with international brands. For example, I have turned the Trustpilot review of my last employer from 2.8 to 3.5 in just 1 month with organic outreach and a super master plan! I hope to do the same for you on any platform as I believe that customer support is an art, and you have to know the correct approach to make your service artistic!

I can talk more about how I can contribute to your team in a call if you give me the chance. I hope not to disappoint you by any means.

Best,
Shakil