I managed chat support for customers across Nepal, Bangladesh, Sri Lanka, and Pakistan, delivering region-specific assistance. By providing seamless communication in English, Urdu, Sinhala, and Bengali, I effectively catered to diverse customer bases. I quickly addressed and resolved customer inquiries, enhancing satisfaction in each region. Additionally, I collaborated with local teams to align support strategies, ensuring consistent service quality across all regions.

As a Seller Operation Executive, I specialize in resolving seller issues across multiple channels, including live chat, inbound calls, and claims. I’m dedicated to providing real-time solutions, ensuring seamless operations for sellers. My role involves swiftly addressing concerns, troubleshooting problems, and delivering exceptional support to enhance the seller experience. With a focus on efficiency and clear communication, I aim to empower sellers and contribute to their success on the platform.

As a Chat Supervisor Level 2, I'm all about keeping our chat support team on track. I oversee our chat interactions, handle escalations, and analyze performance to improve our service. Plus, I collaborate with other teams to make sure our customers are happy. It's a dynamic role where every day brings new challenges. Responsible for overseeing daily operations, delegating tasks to team members, and setting deadlines to ensure efficient workflow and timely completion of projects.

As a Real-Time Analyst (RTA) in Workforce Management, Continuously monitor call and chat volume, agent availability, (SLAs), & (KPIs) to identify potential issues. Analyze trends and anticipate fluctuations in call volume to proactively adjust staffing levels. Take pre-emptive measures to mitigate service level breaches and ensure smooth call and chat flow.

Led and mentored a team of over 50 agents across Live Chat and Inbound/Outbound Voice Channels. Onboarded new hires, providing comprehensive training on (SOPs). Fostered a customer-centric culture by sharing effective strategies and best practices. Implemented personalized coaching plans, tailoring feedback and guidance to individual agent strengths and areas for improvement. This approach empowered agents to refine their skills and consistently deliver exceptional customer service.

As a Customer Service Chat Agent at Daraz, I'm playing a crucial role in ensuring a positive and seamless experience for our users on the Daraz app. our primary responsibility will be to assist customers in real-time, addressing their queries, resolving issues, and providing exceptional support through our chat platform.