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Wirad Menasria

@wiradmenasria

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Multilingual customer support leader driving quality and escalation resolution.

Malaysia

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What I'm looking for

I seek a remote or international role where I can lead multilingual support teams, improve processes, handle escalations, and grow into broader customer experience or operations leadership.

I am a customer support professional with over six years of experience in global travel and hospitality platforms, promoted to team leadership within one year for strong performance. I specialize in chat, email, and voice channels and have a proven track record in escalation handling and KPI-driven performance monitoring.

I lead and coach multilingual teams, focusing on quality assurance, process improvement, and cross-functional collaboration to resolve complex issues and raise service standards. I am calm, reliable, and experienced in remote and night-shift operations across international contexts.

Fluent in Arabic, English, and French, I blend language skills with negotiation and conflict-resolution strengths to improve customer satisfaction and drive team productivity.

Experience

Work history, roles, and key accomplishments

Customer Support Team Lead

Agoda

Sep 2023 - Aug 2024 (11 months)

Led and coached a multilingual support team across chat, email, and voice channels, monitored KPIs and quality metrics, and managed escalations to improve service performance; promoted to Team Captain within one year.

Customer Support Team Leadership Escalation Management KPIs Quality Assurance Multilingual Support Coaching Cross Functional Collaboration

Customer Support Specialist

Agoda

Feb 2022 - Sep 2023 (1 year 7 months)

Provided chat, email, and voice support to Arabic-speaking customers handling bookings, payments, cancellations, and technical issues to maintain high customer satisfaction.

Chat Support Email Support Technical Troubleshooting

Arabic Interpreter

Sunway Resort Hotel & Spa

Jun 2018 - Aug 2019 (1 year 2 months)

Interpreted between Arabic-speaking guests and English-speaking staff and translated written materials to support guest communication and service delivery.

consecutive interpretation Translation Guest Service Hospitality Communication Cross Cultural Communication Customer Relations Multilingual Support

Education

Degrees, certifications, and relevant coursework

University of Wales Trinity Saint David

Bachelor of Business Management, Business Management / Administration

2018 - 2022

Completed a Bachelor of Business Management/Administration program focusing on business management principles and administrative practices from 2018 to 2022.