Rashid Pouyes
@rashidpouyes
I manage high-volume chat and call support with fast, customer-focused resolutions.
Russian FederationWhat I'm looking for
I've managed live chat support for e-commerce, SaaS, and fintech clients, handling up to 80 simultaneous conversations while keeping response times under one minute. I built a 120+ article FAQ library and coached remote agents on CRM tools, communication tone, and de-escalation.
Previously, I handled 80–100 daily chat and email contacts for a UK telecoms client at GlobalLink Support Solutions and helped identify a billing-error pattern that was escalated for resolution. I care about the person on the other side of the screen, stay calm when work gets busy, and make sure customers feel heard.
Experience
Work history, roles, and key accomplishments
Senior Chat Support Specialist
Freelance / Remote — Multi-Client Support
Mar 2022 - Present (4 years 6 months)
Managed live chat queues for clients across e-commerce, SaaS, and fintech, handling up to 80 simultaneous conversations while keeping response times under one minute. Built an internal FAQ library of 120+ articles and onboarded new remote agents.
Education
Degrees, certifications, and relevant coursework
Astrakhan State Medical University
Bachelor of Medicine, Medicine
Pursuing a Bachelor of Medicine, developing strong analytical thinking, attention to detail, and composure under pressure.
Tech stack
Software and tools used professionally
Availability
Location
Russian FederationAuthorized to work in
Job categories
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