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Zahra Gaffar

@zahragaffar

Customer Support Advisor at BroadbandTV who resolved partner account issues and improved FAQs and help guides.

At BroadbandTV, I was the main point of contact for creators and external partners, handling queries through to resolution. I worked with Legal, Finance and Operations to resolve account, payment and agreement issues.

I also onboarded partners, maintained accurate CRM and content management records, and wrote FAQs and help guides that cut repeat questions. Earlier, I supported customers in retail and salon roles, including handling bookings, payments and client questions.

Experience

Work history, roles, and key accomplishments

Network Operations Coordinator

BroadbandTV

Mar 2023 - Mar 2026 (3 years)

Main point of contact for creators and external partners, handling queries by email, chat and calls and following each one through to resolution. Onboarded and trained new partners, resolved account, payment and agreement issues, and maintained accurate CRM records.

CRM Content Management Systems Excel Word PowerPoint Trust and Safety Onboarding Training Documentation FAQ Writing Process Improvement

Professional Hairdresser

Envie Studio

Apr 2023 - Oct 2023 (6 months)

Ran one-to-one consultations to understand client needs and built a base of repeat customers.

Customer Consultation Customer Relationship Management

Trainee Hairdresser

City Looks Salon

Jul 2019 - Jul 2023 (4 years)

Managed bookings, rescheduling and client records for a busy salon. Greeted and looked after clients, handling questions and complaints calmly and professionally.

Booking Management Client Records Customer Service Complaint Handling