Open to opportunities

Saadat Chowdhury

@saadatchowdhury

Customer Support & QA specialist with 5+ years supporting global B2B safety-compliance and leading quality-driven teams.

Bangladesh

Message

What I'm looking for

I’m looking for a customer support role where I can own SLA/KPIs and QA standards, handle billing and subscriptions, and collaborate with engineering on complex B2B escalations—while coaching teams and improving SOPs.

I’m a Customer Support & QA professional with 5+ years of experience across SaaS, e-commerce, energy, and BPO—backed by direct support work for a global B2B safety-compliance platform. I deliver multi-channel technical support (live chat, voice, and email/ticketing), diagnose product issues, and escalate complex cases to Engineering and Tier 2 with clear documentation.

I’m known for operational ownership and measurable results: I’ve managed subscription accounts, resolved billing discrepancies, and handled Stripe-based payment workflows, quotations, and tenders. I also run CRM/helpdesk operations and track customer interactions in tools like Pipedrive and ClickUp to meet KPI targets while keeping customer pipelines organized.

Quality is at the center of how I work. I’ve led QA governance through call monitoring, data auditing, call calibration, and compliance auditing, and I’ve built and refined SOPs to close process gaps. I was promoted to Team Leader for strong performance, trained new hires to performance standards quickly, and earned recognition including “Employee of the Month” plus Zendesk Agent and Zendesk AI Badge certifications.

Experience

Work history, roles, and key accomplishments

Current

Customer Support Specialist

Current

SDS Manager Inc.

Feb 2026 - Present (5 months)

Provide multi-channel technical support for a global B2B safety data compliance platform, diagnosing product issues and escalating complex cases to Engineering and Tier 2 teams. Manage subscriptions and billing discrepancies, issue quotations/tenders, and track customer interactions to meet KPI targets.

Live Chat Phone Support Technical Troubleshooting Escalations Subscription Management Pipedrive ClickUp Access Control KPI Management

Team Leader

Cyanergy Pty. Ltd.

Jan 2025 - Feb 2026 (1 year 1 month)

Lead QA governance through call monitoring and data auditing to support compliance with Australian energy regulations and rebate eligibility protocols. Manage SOP refinement, onboarding/training for new hires, and cross-functional bottleneck resolution to improve KPI outcomes.

QA Management Data Auditing Compliance Auditing SOP Development Process Optimization Onboarding Customer Onboarding Cross functional Coordination KPI Management Technical Accuracy Feedback

Senior Sales Consultant

Cyanergy Pty. Ltd.

Nov 2023 - May 2024 (6 months)

Oversee the end-to-end sales process for heat pumps, including customer follow-up through post-installation checks as part of a back-office team. Manage quoting and rebate processing under Australian government rebate schemes while documenting interactions in CRM/helpdesk tools.

Quoting Rebate Processing Compliance Management Zoho Desk Zoho CRM

Quality Assurance Specialist & Trainer

Insight BPO Tech Solution Ltd.

Feb 2022 - Nov 2023 (1 year 9 months)

Monitor telemarketing interactions for strict adherence to US TCPA and client regulations. Design and deliver agent training curricula and run QA calibration sessions to align grading standards with client KPIs.

Quality Assurance (QA)Objection Handling KPIs Grading

Customer Support Specialist

Pathao Ltd.

Jun 2021 - Jan 2022 (7 months)

Provide customer support across Bike, Car, Food, Parcel, and Shop verticals while maintaining optimized AHT. Use Zendesk for root-cause analysis and resolve high-volume email tickets alongside inbound voice inquiries.

Customer Support AHT Optimization Zendesk Root Cause Analysis Voice support

Customer Support Specialist

Genex Infosys Ltd.

Jan 2020 - Aug 2020 (7 months)

Manage multiple concurrent live chat sessions while maintaining full SOP compliance. Troubleshoot customer issues to achieve top-tier CSAT ratings using Salesforce-based CRM tools.

Live Chat Support Salesforce CRM CSAT

Telemarketer

Ignite Tech Solutions

Jul 2019 - Jul 2020 (1 year)

Manage B2B relationships for Merchant Cash Advance programs by verifying qualification criteria for business financing. Conduct outbound sales qualification activities aligned to program requirements.

Merchant Cash Advances