Zobayet Hossan

Provided VIP customer support via live chat and email, resolving deposits, withdrawals, and account-related issues while addressing security and verification concerns. Maintained strong client relationships by delivering consistent response-time and quality KPIs and escalating complex problems to internal teams.

Reactivated inactive VIP users by conducting outbound calls to identify disengagement drivers and resolve payments, account, and platform issues. Improved retention through personalized outreach, follow-up engagement, and promotion/bonus offers while escalating recurring issues internally.

Coordinated care between patients and caregivers by assessing patient needs, assigning qualified caregivers, and verifying documentation and eligibility. Managed scheduling and compliance by monitoring attendance, collecting timesheets, approving weekly work records for payroll, and providing insurance status updates to ensure continuity of care.

Handled high-volume live chat support via Intercom (150+ chats daily) with a maintained first-response time of 10–20 seconds. Resolved deposits, withdrawals, bonus/promotion, betting/casino, and account security/access issues while meeting response-time, CSAT, and quality KPIs.

Conducted outbound calls to US homeowners to promote air duct cleaning and HVAC inspection services, explaining value and addressing objections to book appointments. Coordinated smooth handoffs between customers and field technicians, supporting daily lead and appointment targets in a performance-driven environment.

Managed high-volume inbound calls (120–130 calls daily) for telecom customers, diagnosing network, SIM, and service-related issues and guiding users to resolution. Created accurate support tickets and escalated complex cases to higher-level teams while maintaining performance on call handling, resolution, and quality metrics.

Completed a High School Diploma with a focus on General Studies from 2019 to 2021.