AVAILABLE NOW — IMMEDIATE JOINER

Support that ships
across every time zone.

Customer Support & Technical Support Specialist — GCC-Experienced, Voice & Omnichannel

3+ years running omnichannel contact centers across Saudi Arabia and Bangladesh — 180–200 calls, 150+ live chats, and 90+ email escalations a day, at 95%+ CSAT and 88%+ FCR. Fluent in Zendesk, HubSpot CRM, and ServiceNow, with hands-on IT infrastructure chops in Active Directory, VPNs, and Windows administration.

Dhaka, Bangladesh Open to GCC: KSA · UAE · Qatar · Kuwait · Oman · Bahrain Night Shifts — US / EU / GCC

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COVERAGE CONSOLE

LIVE

English Fluency

3+ yrs

GCC Experience

// PROFILE

Results-driven specialist with international experience across Saudi Arabia and Bangladesh — expert in omnichannel contact centers, technical helpdesk operations, and clinical/IT infrastructure. Multilingual across English, Bengali, and Gulf Arabic.

// TRACK RECORD

Metrics that hold up under load

180–200

Daily Calls Handled

150+

Live Chats / Day

95%+

CSAT Score Achieved

88%+

First Call Resolution

// CAPABILITIES

Skills & tech stack

Inbound / Outbound Voice Omnichannel CX SLA Adherence Escalation Management CSAT & FCR Optimization Customer Retention

// TIMELINE

Work experience

MAY 2026 — PRESENT

Client & Vendor Bridge Coordinator

Task Bridge BPO Solutions · Remote / International

Orchestrated end-to-end communication workflows between 10+ international clients and a global vendor network, reducing response SLA breaches by 40%.
Developed SOPs and process documentation, achieving a 98% on-time delivery rate.

NOV 2025 — APR 2026

Customer Support Agent (Omnichannel)

Transcom Electronics / My Outsourcing

Managed 180–200 calls, 150+ chats, and 90+ email escalations daily in a KPI-driven environment.
Maintained 95%+ CSAT and 88%+ FCR using Zendesk, HubSpot CRM, and ServiceNow; reduced AHT by 18%.

JUL 2025 — SEP 2025

Customer Support Specialist

Godaf Pharmacy · Riyadh, Saudi Arabia

Delivered premium B2C support for a Saudi retail pharmacy serving GCC & MENA clientele.
Handled product inquiries and prescription guidance, adapting strictly to Gulf service compliance standards.

APR 2024 — JUL 2025

Technical Support & IT Infrastructure Specialist

Seven Dimensions Center for ABA · Riyadh, Saudi Arabia

Administered core IT infrastructure, Active Directory, VPNs, and clinical platforms for 50+ staff.
Resolved 100% of L1/L2 helpdesk tickets within SLA; deployed custom AI-assisted WordPress solutions.

// BACKGROUND

Education & certifications

BBA in Accounting

Tejgaon College, Dhaka — 3rd Year Completed

Zendesk Support Administrator

Certification

Customer Service Fundamentals

Coursera / Google

Active Directory & Windows Admin

3+ Years GCC Experience

// GET IN TOUCH

Let's talk about your next hire

Immediate joiner, comfortable with night shifts across US, EU, and GCC time zones.

himelajmain@gmail.com

WhatsApp / Phone

+880 1409 429826

linkedin.com/in/sahria-himel

Based in

Dhaka, Bangladesh

Support that ships across every time zone.