iliyas faridah

I’m a customer-focused service representative skilled in resolving inquiries quickly, de-escalating frustrated customers, and maintaining high satisfaction in fast-paced, remote support environments. I manage high volumes of chat, email, and messaging interactions while meeting strict response-time standards.

Most recently, I served as the primary point of contact for customer inquiries in a remote contract role, handling complaints, special accommodations, and time-sensitive escalations with composure. I manage customer accounts and scheduling using Hostaway and Airbnb, coordinate across time zones, and improve service workflows and communication templates using customer feedback and service metrics.