Open to opportunities

Sheila Rahma

@sheilarahma

Message

I resolve customer inquiries across email, live chat, phone, and social channels for remote teams.

Kenya

Message

What I'm looking for

I'm looking for a remote customer support role where I can resolve customer issues through email, live chat, and phone while following clear workflows, collaborating across time zones, and delivering empathetic service.

I've supported internet clients at Madison Avenue Group as their first point of contact, resolving inquiries through email, live chat, and social media while following helpdesk workflows and escalation paths.

Previously, I handled high-volume calls, emails, and chats at Dansted Internet Solutions, documenting cases in Salesforce and HubSpot. I bring 3+ years of customer support experience, clear written communication, and availability across EMEA, US, and UK business hours.

Experience

Work history, roles, and key accomplishments

Virtual Assistant

Madison Avenue Group

Aug 2024 - Feb 2025 (6 months)

Served as the first point of contact for internet clients, resolving inquiries via email, live chat, and social media. Practiced helpdesk workflows including ticket statuses, internal notes, and escalation paths.

Email Support Live Chat Social Media Support Ticket Management Escalation Handling Written Communication

Call Center Agent

Dansted Internet Solutions

Jan 2024 - Jun 2024 (5 months)

Addressed high volumes of inbound inquiries via calls, emails, and chats, ensuring first point of contact resolution. Maintained accurate case documentation within CRM systems such as Salesforce and HubSpot.

Call Center Email Support CRM Salesforce HubSpot Case Documentation

Customer Service Representative

Oneroof Decors and Interiors

Feb 2022 - Jan 2023 (11 months)

Processed orders and inquiries while coordinating with technical teams for timely follow-ups. Resolved customer complaints and ensured database accuracy.

Order Processing Customer Complaint Resolution Database Management Coordination