Okasha Rauf User

I’m a remote-ready support and operations professional with experience across high-volume dispatch coordination and multi-channel customer service. I can independently own the front line—handling emergency inbound calls, managing technician schedules in real time, and keeping CRM records clean under pressure.

As a Dispatcher & Customer Support Representative, I managed real-time scheduling and routing for a locksmith technician team, coordinating multiple simultaneous service calls daily and adjusting coverage as conditions changed. I served as the sole inbound contact for emergency requests, de-escalating tense situations without supervisor involvement while keeping customers informed.

I rebuilt dispatch routing practices early in my role so technician availability and job urgency were tracked more effectively. I also maintained dispatch logs, billing records, and service case files to a consistent, audit-ready standard, and coordinated closely with field technicians throughout each shift to confirm completion before closing cases.

I also bring strong customer support fundamentals from my time as a Customer Support Representative, where I handled phone, email, and live chat end-to-end and reduced repeat issues by creating internal documentation. I’m async-fluent and detail-oriented—and I’m currently financing an MD programme through remote work, using it deliberately to build a durable operations-and-support skill set.