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Silky Mer

@silkymer1

Customer service operations professional at Global Strategic Management Consultancy, coordinating service for 200+ client accounts.

United Arab Emirates

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At Global Strategic Management Consultancy, I coordinated onboarding, documentation, and service delivery for 200+ active client accounts. I handled escalations, supervised and trained 8–12 staff, and reviewed KPIs and MIS reports to help management identify delays and prioritise follow-up.

I'm now developing CRM and workflow automation skills through practice projects using HubSpot, n8n, and Make.com. I set up a travel enquiry pipeline and tested workflows for contact and deal records, follow-up tasks, and email acknowledgements.

Experience

Work history, roles, and key accomplishments

Current

CRM and Workflow Automation Learning

Current

Self-directed

Mar 2026 - Present (7 months)

Developing CRM and automation skills through personal projects using HubSpot, n8n, and Make.com, including pipelines, contact and deal records, field mapping, email follow-ups, and task ownership.

HubSpot N8n Make.Com CRM Workflow Automation Field Map Email Automation Task Management

Assistant Branch Manager

Global Strategic Management Consultancy

Dec 2012 - Feb 2026 (13 years 2 months)

Coordinated onboarding, documentation, and service delivery for 200+ active client accounts. Supervised and trained 8-12 operations and customer service staff, handled escalations, and prepared MIS reports on case progress.

Team Supervision Corporate Trainer Customer Escalation Client Onboarding Service Delivery Coordination Performance Monitoring Operational Reporting Documentation Checks CRM Records Management Retention Cross functional Coordination Process Improvement

Operations and Client Support Executive

WWICS

May 2010 - Dec 2012 (2 years 7 months)

Helped clients complete onboarding and documentation requirements, coordinated case progress with internal teams, and maintained client records and operational reporting.

Client Onboarding Documentation Case Coordination Client Queries Record keeping Operational Reporting Follow up Tracking