Zobayet Hossan User

Provided VIP customer support via live chat and email, resolving VIP account, deposit/withdrawal, and security/verification issues while maintaining service quality. Used Zendesk and internal tools to handle high-volume interactions and escalated complex cases to relevant teams to support player retention.

Managed VIP retention and reactivation by conducting outbound calls to inactive users, troubleshooting payment and account issues, and re-engaging players with personalized support. Tracked user feedback, escalated recurring problems, and used promotions/bonuses to drive platform activity and loyalty.

Coordinated patient and caregiver operations by assessing patient needs, assigning qualified caregivers, and verifying documentation and eligibility before placement. Managed caregiver attendance, timesheets, weekly work records for payroll, and communicated with insurance providers to maintain continuity of care.

Handled high-volume live chat support through Intercom (150+ chats daily), maintaining fast first responses (10–20 seconds) for deposit/withdrawal and account-related issues. Addressed account security concerns and bonus/promotions and consistently met response time, CSAT, and quality KPIs.

Conducted outbound calls to US homeowners to promote air duct cleaning and HVAC inspection services, explaining value and addressing objections to convert leads into booked appointments. Scheduled appointments and coordinated handoffs with field technicians while maintaining performance against daily sales targets.

Provided inbound telecom support handling 120–130 calls daily, diagnosing network, SIM, and service-related issues and guiding customers through resolutions. Created accurate support tickets and escalated complex or unresolved cases to higher-level teams while maintaining call center performance and service quality.

Completed a High School Diploma in General Studies from February 2019 to December 2021.