Open to opportunities

Nusrat Jahan

@nusratjahan1

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Customer support leader with 6+ years delivering empathetic, high-volume multi-channel resolutions.

Bangladesh

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What I'm looking for

I’m looking for a customer support role where I can lead or support a multi-channel team, resolve escalations with empathy, and use CRM/reporting to drive KPI improvements—ideally in a remote environment that values coaching, quality, and responsiveness.

I’m a customer support professional with 6+ years of experience across live chat, voice, VIP client management, and team leadership. I handle high volumes of concurrent queries with accuracy and empathy, resolving escalations while maintaining strong client satisfaction.

I’ve worked in fully remote environments, using CRM platforms and chat tools to deliver real-time support and maintain high accountability. I use PC monitoring (Bitcop, Time Doctor) and reporting tools (Google Sheets, Excel, Tableau) to track performance and produce management-ready updates.

I’m equally comfortable as a frontline agent or stepping into a senior/lead capacity, with a background in training and coaching support teams. From SOP documentation and onboarding to KPI tracking, I focus on quality assurance, consistency, and helping agents improve through targeted guidance.

Experience

Work history, roles, and key accomplishments

VIP Client Relations Manager

iGaming Company (NDA)

Oct 2025 - Apr 2026 (6 months)

Managed a portfolio of high-value VIP clients, providing personalised support and resolving complex account queries across multiple channels. Handled escalations professionally and maintained accurate client records and activity summaries while delivering real-time support in a fully remote setup.

VIP Client Management Escalation Handling Client Records Teletype Ferdium Remote Monitoring (Bitcop Time Doctor)Client Reporting

Voice Support Customer Agent

Sona101

Sep 2024 - Sep 2025 (1 year)

Handled inbound and outbound voice support, resolving customer queries with accuracy and a calm, empathetic tone. Logged call outcomes and maintained performance records used for team reporting and quality reviews.

Voice support Customer Outreach Customer Satisfaction Conversion Focused Communication performance reporting

Customer Support Team Leader

Labha7

May 2024 - Aug 2024 (3 months)

Supervised customer support agents across live channels to ensure quality, consistency, and productivity targets were met. Created onboarding and training materials, coached agents, and delivered weekly KPI reports using remote monitoring tools.

Team Leadership Live Channel Support Onboarding KPI Tracking Remote Monitoring (Bitcop Time Doctor)Quality Assurance

Live Chat Support Executive

GameApe Bangladesh

Oct 2023 - Feb 2024 (4 months)

Managed multiple simultaneous live chat conversations, delivering fast, friendly, and accurate customer resolutions. Identified complex issues, escalated appropriately, and documented all interactions for quality and audit purposes.

Live Chat Support Multi Conversation Handling Customer Solutions Customer Escalation Interaction Customer Empathy

Community & Account Executive

Beatnik Technology

Feb 2020 - Feb 2023 (3 years)

Managed customer queries across 10+ major brand accounts via Facebook Business Suite, Telegram, and WhatsApp, maintaining on-brand responses at high volume. Led end-to-end order support for Noir Clothing, including processing, tracking fulfillment, resolving issues, and producing monthly performance reports using Google Sheets and admin dashboards.

Social Media Customer Support Telegram WhatsApp Google Sheets Dashboards