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Abeera Rauf

@abeerarauf

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I lead remote customer support operations across hospitality, banking, and education.

United Arab Emirates

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What I'm looking for

I'm seeking a fully remote, globally open customer service role with a US-based or international company, where I can support customers across time zones and apply my experience in inbound support, escalations, and cross-team coordination.

At Zzzing, I lead remote guest support for 400+ short-term rental properties across the European market, handling high-volume Booking.com and Airbnb inquiries and coordinating warm escalations across Housekeeping, QA, and operations.

I bring 9+ years of customer service and operations experience from banking, facilities, and education, with hands-on CRM/ERP data management, distressed-caller support, reporting, and cross-team issue resolution.

Experience

Work history, roles, and key accomplishments

Current

Guest Experience Specialist — Team Lead

Current

Zzzing

Feb 2025 - Present (1 year 8 months)

Handled high-volume inbound guest inquiries via OTA channels for 400+ short-term rental properties, maintaining professionalism with distressed contacts. Led warm transfer protocols and coordinated with housekeeping, QA, and operations teams.

Booking.Com Airbnb CRM ERP Inbound Call Handling Escalation Management Warm Transfers Distressed Caller Communication Multichannel Communication Time Zone Flexibility Team Coordination

Admin Officer / Marketing Coordinator

Hoodtech Electromechanical LLC

Mar 2023 - Jan 2025 (1 year 10 months)

Managed inbound service requests and vendor communications, logging details into CRM/ERP systems in real time. Coordinated between Finance, HR, and Operations to resolve service issues and maintain client satisfaction.

CRM ERP Inbound Call Handling Vendor Management Dispute Resolution Escalation Management Coordination Customer Retention

Office Manager / Counsellor

Kestrel Education

Mar 2022 - Feb 2023 (11 months)

Handled high volumes of inbound student and parent inquiries, documenting case details and routing requests to advisors. Maintained student records and generated compliance reports with data accuracy.

Inbound Call Handling Data Entry Documentation Report Generation Distressed Caller Communication Communication Skills Process Optimization

Branch Head / Coordinator

Allied School

Jan 2019 - Jan 2020 (1 year)

Coordinated daily inbound communications from faculty, students, and parents, triaging and routing queries to appropriate departments. Monitored performance metrics and maintained operational records for service improvement.

Inbound Call Handling Coordination Triage Performance Monitoring Record keeping Communication Skills

Banking Services Manager

Allied Bank Limited

Feb 2017 - May 2018 (1 year 3 months)

Directed branch operations with focus on high-quality service delivery, managing customer escalations and interdepartmental resolutions. Supervised staff in applying consistent service protocols and used Temenos 24 and MIS tools for data entry and compliance tracking.

T24 MIS Data Entry Compliance Escalation Management Team Supervision Service Delivery

Banking Services Officer / Business Development Officer

Allied Bank Limited

Feb 2014 - Jan 2017 (2 years 11 months)

Handled customer accounts, inquiries, and transactions using Temenos 24 with high data accuracy and prompt issue resolution. Built long-term client relationships through personalized service and proactive problem-solving.

T24 Customer Service Data Entry Issue Resolution Customer Relationship Management Retention