Open to opportunities

Sinthiya Nusrat

@sinthiyanusrat

Message

Customer service manager with 4+ years in eCommerce and iGaming, skilled in live chat leadership.

Bangladesh

Message

What I'm looking for

I'm seeking a leadership role in customer support at a fast-paced eCommerce or iGaming company where I can lead teams, improve processes, handle payments/technical issues, and drive customer loyalty.

I am a customer service manager with over four years' experience supporting high-volume eCommerce and iGaming platforms.

I started as a Customer Service Representative and was promoted to Manager at a Shopify-based eCommerce store generating millions in sales, where I led an international support team and mentored associates. I also provided L1 live-chat support for a busy iGaming platform, handling account, payment, and technical issues while maintaining compliance with responsible gaming regulations.

I specialize in resolving complex customer issues by collaborating cross-functionally and improving processes to reduce complaints and increase loyalty. I regularly use Shopify, Gorgias, Zendesk, Freshdesk, Reamaze, CRM systems, Google Workspace and MS Office to drive fast, accurate resolutions.

I'm calm under pressure, focused on clear communication, and eager to grow into roles that expand my leadership and process-improvement impact.

Experience

Work history, roles, and key accomplishments

L1 Live-Chat Operator

Pin-Up Global

Oct 2024 - Jun 2025 (8 months)

Provided real-time live chat support for a high-traffic iGaming platform, resolving account, deposit/withdrawal, bonus, and technical issues while maintaining compliance with responsible gaming regulations and meeting response time and satisfaction targets.

Live Chat Support Account Management Payments Technical Troubleshooting IGaming Compliance Customer Satisfaction Multitasking

Customer Service Manager

HappyFlops

Jul 2023 - Feb 2025 (1 year 7 months)

Managed an international customer support team for a Shopify-based eCommerce store generating millions in sales, resolving complex payment and transaction issues and implementing strategies to reduce customer complaints.

Team Management Shopify Gorgias Zendesk Payments Resolution Customer Escalation Cross Functional Collaboration

Customer Service Representative

HappyFlops

Oct 2022 - Jun 2023 (8 months)

Handled customer inquiries and complaints, maintained detailed interaction records, and resolved issues with empathy resulting in increased loyalty and repeat business.

Customer Support Freshdesk CRM Communication Time Management Product Knowledge

Customer Service Representative

MigoShop

Jun 2022 - Oct 2022 (4 months)

Responded to customer requests for products and services, maintained records for follow-up, and resolved issues promptly while working under high-stress conditions.