Looking for a job

buse kesti

@busekesti

Customer Support Specialist at CloudLoop Technologies who maintained 97% CSAT and authored 40+ knowledge base articles.

At CloudLoop Technologies, I provided Tier 1 and Tier 2 support for a B2B SaaS platform across chat, email, and phone. I maintained a 97% CSAT score and a 92% first-contact resolution rate.

I authored more than 40 knowledge base articles and internal runbooks, reducing ticket volume on recurring issues by 20%. I also supported Turkish- and Dutch-speaking enterprise accounts and relayed customer feedback to the engineering team.

Earlier, I delivered live support at ARRISE (Pragmatic Play) and handled e-commerce support at Vendora Commerce. My experience includes troubleshooting, escalations, onboarding, and customer support across SaaS, e-commerce, and tech environments.

Experience

Work history, roles, and key accomplishments

Customer Support Specialist (SaaS)

CloudLoop Technologies

Oct 2024 - Jun 2026 (1 year 8 months)

Provided Tier 1 and Tier 2 support for a B2B SaaS platform via Zendesk, handling 60+ tickets daily. Maintained 97% CSAT score and authored 40+ knowledge base articles, reducing ticket volume by 20%.

Zendesk Tier 1 Support Tier 2 Support Troubleshooting API Integration Billing Knowledge Base Development CSAT First Contact Resolutions Multilingual Support Turkish Dutch

Live Support Specialist

ARRISE (Pragmatic Play)

Jan 2023 - Sep 2024 (1 year 8 months)

Delivered real-time customer support in English, Turkish and Dutch for a global user base via live chat. Handled 200+ daily interactions, resolving product questions and managing escalations.

Live Chat Customer Support Multilingual Support English Turkish Dutch Escalation Management Quality Assurance CSAT

Customer Support Agent (E-Commerce)

Vendora Commerce

Apr 2021 - Dec 2022 (1 year 8 months)

Managed customer inquiries for a multi-brand e-commerce platform via Freshdesk, handling order tracking, returns and payment issues. Processed refunds and exchanges, coordinating with logistics and payments teams.

Freshdesk E commerce Support Order Tracking Returns Refunds Payment Issue Troubleshooting Multilingual Support Turkish English Onboarding

Customer Service Representative

BIRD

Sep 2020 - Mar 2021 (6 months)

Handled customer inquiries end-to-end via chat, email and phone as single point of contact. Coordinated maintenance requests and tracked resolution through internal ticketing system.

Customer Service Ticketing Systems Live Chat Email Support Phone Support Maintenance Coordination