Open to opportunities

Reema Aizaz

@reemarao

Customer Service Manager with 5 years’ experience delivering accurate, tech-savvy support across remote teams and digital platforms.

Denmark

Message

What I'm looking for

I’m looking for a role where I can deliver dependable customer support, improve knowledge and processes, and use my tech skills to resolve issues quickly—while continuing to grow in a collaborative, fast-paced environment.

I’m a customer support professional with 5 years of experience in fast-paced, remote environments, known for strong written communication skills and accuracy. I bring a keen eye for identifying inconsistencies and flagging issues before they escalate, while adapting quickly to new systems and project guidelines.

Most recently, I supported Oticon as a Customer Service Manager, pioneering the customer services support team and creating a knowledge database to improve the user experience. Before that, as a Student Support Associate for edX, I provided technical and general support via Zendesk, trained new staff, triaged requests, and ensured Service Level Agreements (SLAs) were consistently met for international customers. I’ve collaborated across technical teams to resolve specialist issues and have worked with tools including Dixa, Slack, Salesforce, Jira, and Cybersource.

Experience

Work history, roles, and key accomplishments

Customer Support Manager

Oticon

May 2021 - Jul 2021 (2 months)

Pioneered the customer services support team at Oticon to facilitate users. Helped create a knowledge database. Created and implemented competitive customer service program which resulted in improved employee engagement and customer satisfaction scores . Collaborated with the technical teams for resolving technical issues.

Student Support Associate

Arbisoft

Mar 2016 - Oct 2020 (4 years 7 months)

Provided technical and general support to online users on edX using Zendesk. Trained new staff on technical and general support protocols for the learning platform.
Managed day to day customer support requests.
Collaborated with the other support and technical teams (based in Pakistan, USA and Spain) to resolve more technical support requests which required specialist support.