Open to opportunities

Aima Tus Saha

@aimatussaha

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Customer Experience Supervisor leading remote chat teams to improve CSAT, SLA, and first-contact resolution.

Pakistan

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What I'm looking for

I’m looking for a fully remote global CX role where I can lead chat support teams, improve CSAT and SLA, and drive data-led coaching. I’m comfortable across US/UK/EU timezones and available immediately.

I’m a Customer Experience Supervisor with 3+ years leading a 30-agent chat support team for the Walmart US retail account at Ibex Global. I’ve focused on measurable outcomes in a demanding BPO environment, including improving CSAT from 88% to 94%.

I maintain 98% SLA adherence against a 45-second response benchmark by using dynamic staffing adjustments, proactive queue monitoring, and priority-based ticket routing during high-demand periods. I also reduce repeat contacts by 18% by applying CC MAX analytics to identify root causes and redesign resolution workflows.

I bring cross-cultural communication aligned to US standards, along with hands-on coaching through 1:1 sessions and monthly performance reviews. I’m fully remote-ready, available immediately, and comfortable operating across US/UK/EU timezones.

Experience

Work history, roles, and key accomplishments

Current

Chat Support Supervisor

Current

Ibex Global

Jan 2022 - Present (4 years 6 months)

Supervise a 30-agent chat support team on the Walmart US retail account, consistently meeting a 45-second response benchmark across all shifts. Improved CSAT from 88% to 94%, maintained 98% SLA adherence, reduced repeat contacts by 18%, and managed AHT around 530 seconds through coaching, protocol redesign, and real-time queue/SLA monitoring.

Chat Support Team Leadership SLA Management Performance Reviews Workforce Scheduling Queue Management Root Cause Analysis Cross Cultural Communication CC MAX Platform Zendesk Freshdesk Slack Google Workspace SLA WFM

Education

Degrees, certifications, and relevant coursework

University of Veterinary and Animal Sciences (UVAS)

Bachelor of Science, Biotechnology

2019 - 2023

Developed strong analytical thinking, structured problem-solving, and data interpretation skills during the B.S. Biotechnology program at UVAS, Lahore.