Ali Bin Naser Bin Salman

I’m a results-driven Customer Experience and Technical Support Specialist with 6+ years of hands-on experience across high-volume BPO, ISP technical support, and security operations. I thrive in fully remote, international environments, and I bring bilingual English & Arabic communication to every interaction.

At Sutherland Global Services supporting Airbnb, I handled 80–100 daily multi-channel interactions via chat, email, and phone for global guests and hosts. I consistently maintained 90%+ CSAT scores over 2+ years, managed complex escalations end-to-end to closure, and achieved zero repeat escalation rate across complex financial disputes and policy exception cases.

I also strengthened my technical foundation as a Network Support Engineer at Fibertel, delivering Level 1 and Level 2 support for 50+ residential and business clients daily. I diagnosed and resolved TCP/IP, DNS, and routing issues, translated complex problems into clear guidance, and coordinated with field engineering while preventing wider outages through trend-based escalation.

Earlier, as a Security Supervisor with G4S, I supervised a team of 8–12 and served as a primary escalation point for incidents and operational concerns. I’m MOS Certified, highly process-oriented with strong CRM documentation, and I actively contribute to AI-assisted ticketing and quality review workflows to improve deflection and reduce Tier 1 escalations.