Open to opportunities

Ilham User

@ilhamuser

Message

I manage SLA-driven customer operations, escalations, and multi-channel service delivery.

United Arab Emirates

Message

What I'm looking for

I'm looking for a customer operations or customer experience role where I can manage SLA-driven cases, resolve escalations, coordinate cross-functional teams, and improve service workflows through accurate tracking and customer issue analysis.

I've managed end-to-end customer cases for Lamst Fn Luxury Car Design, Syd Car King, and Hire IT People across the UAE, Australia, and the United States. I coordinate service requests, bookings, billing issues, documentation, and escalations across voice, email, live chat, and digital channels.

I use Salesforce CRM and structured case workflows to prioritize urgent requests, meet SLA requirements, maintain accurate records, and identify recurring issues that support process improvement. I'm focused on clear follow-up, cross-functional coordination, and reliable customer experiences.

Experience

Work history, roles, and key accomplishments

Client Relation Coordinator

Lamst Fn Luxury Car Design

Jan 2025 - Dec 2026 (1 year 11 months)

Managed customer requirements end-to-end, acting as a primary point of contact and ensuring accurate execution of customer and service requests. Coordinated customer cases across service, installation, and technical functions to ensure timely and accurate resolution.

Customer Relationship Management Case Management Escalation Management SLA Management Documentation

Operations Coordinator

Syd Car King

Jan 2024 - Dec 2025 (1 year 11 months)

Coordinated day-to-day customer and operational activities for an international customer base across multiple communication channels. Managed bookings, vehicle selection, pricing, availability, reservations, extensions, and cancellations with a strong focus on accuracy and customer experience.

Operations Coordination Customer Experience Booking Management Triage Documentation Record keeping

Customer Service Representative

Hire IT People

Jan 2022 - Dec 2024 (2 years 11 months)

Provided first and second-level customer and account support through phone, email, and live chat within defined SLA requirements. Managed customer cases from creation through resolution using Salesforce CRM, maintaining accurate records of issues, updates, actions, and final resolutions.

Salesforce SLA Management Escalation Management Case Management Customer Support Live Chat Email Support Phone Support