Open to opportunities

Bilal Sönmez

@bilalsnmez

CRM & Technical Support Specialist with 5+ years helping users remotely, ensuring accurate CRM and smooth risk operations.

Turkey

Message

What I'm looking for

I’m looking for a remote role where I can own CRM accuracy, deliver fast technical troubleshooting and customer support, and help protect trust through fraud & risk analysis. I value clear communication, smooth escalation workflows, and a team-focused workspace.

I’m a disciplined Remote Operations and CRM & Technical Support Specialist with 5+ years of experience in customer support and technical troubleshooting. I’ve worked independently during overnight shifts while maintaining accurate CRM data, delivering empathetic, high-quality user support, and quickly learning new systems.

Most recently, I’ve led and supported a remote team of 4 analysts as a Fraud Risk Operations Team Lead & Analyst. I investigate customer-reported account issues, perform technical reviews to resolve complex access cases, and coordinate with internal teams to streamline escalation workflows while maintaining data accuracy.

Earlier, I delivered live chat support across multiple channels, guiding users through account setup and login issues. I resolved or escalated complex system-related enquiries, kept customer information and data logs accurate in the CRM system, and also contributed by designing and launching a corporate website using AI-assisted tools.

Experience

Work history, roles, and key accomplishments

Fraud Risk Operations Team Lead & Analyst

Independent Remote Contractor

Aug 2021 - May 2026 (4 years 9 months)

Led a remote team of 4 analysts, maintaining high-quality performance and workspace harmony. Investigated customer-reported account issues, performed technical reviews for complex access cases, and streamlined escalation workflows while keeping CRM data accurate.

Remote Team Leadership Transaction Monitoring Trust and Safety CRM Tools Technical Troubleshooting Technical Research Access Issue Resolution

Customer Support

Independent Remote Contractor

Jun 2020 - Aug 2021 (1 year 2 months)

Provided live chat customer support across multiple channels, guiding users through account setup and login issues. Resolved or escalated complex system-related enquiries while maintaining accurate customer information and data logs in the CRM system.

Customer Support Live Chat CRM Tools Technical Troubleshooting Problem Solving Logs Access Issue Resolution