Md Jawad Customer Support Specialist | Empathetic Support, Active Listening

Quality Assurance Specialist

Fun Lite

Apr 2025 - Current (1 year 3 months)

• Conducted end-to-end testing of products and services to ensure accuracy and compliance. • Collaborated with cross-functional teams to identify errors and implement corrective measures. • Streamlined the testing process, reducing error rates and improving efficiency. • Documented test results and provided feedback for continuous improvement, enhancing customer satisfaction. Additionally, utilized TeamViewer to review live and recorded support interactions during quality checks, allowing for real-time observation of agent performance. This facilitated adherence to service standards and enabled prompt corrective actions, further supporting the overall quality assurance process.

Team Leader at Customer Service

Upwork

Apr 2024 - Current (2 years 3 months)

As a Team Leader at Customer Service, I led a team of customer service representatives, providing guidance and support to ensure high-quality service delivery. I implemented new training programs and performance metrics to improve team efficiency and productivity, while also managing customer data and interactions through CRM systems to track issues, follow-ups, and resolutions. Collaborating with cross-functional teams, I addressed customer escalations and developed solutions to enhance customer satisfaction. Additionally, I utilized TeamViewer to provide remote support, troubleshoot problems, and guide customers step by step. Conducting regular team meetings and performance reviews allowed me to track progress, identify areas for improvem

Business Development Manager

CoderTrust Bangladesh

Feb 2024 - Apr 2024 (3 months)

As a Business Development Manager, I was responsible for driving growth through strategic market research and business development initiatives. I effectively managed client relationships using CRM systems, ensuring seamless tracking of leads, communication, and follow-ups to enhance client satisfaction and retention. Additionally, I utilized my skills in scheduling and email management to streamline communication and project timelines. While my primary focus was on client engagement, I also leveraged candidate relationship management (CRM) to maintain comprehensive records of interactions, which contributed to a more organized approach to business development. I employed TeamViewer for conducting remote meetings and onboarding sessions, fac

Customer Support Specialist

Wellnite

Feb 2024 - Current (2 years 5 months)

• Provided empathetic customer support to clients on their mental health journey at Wellnite. • Utilized active listening and swift problem-solving skills to ensure clients felt supported and informed. • Collaborated with cross-functional teams to enhance user satisfaction and align with Wellnite's mission. • Managed customer records and communication using CRM systems, logging cases and tracking follow-ups to ensure timely resolution of client inquiries. • Employed TeamViewer to deliver remote assistance, troubleshoot technical issues, and support users in real time, enhancing the overall customer experience. • Assisted in order-related processes by handling service requests, verifying details, resolving order issues, and coordin

Workshop Supervisor

Honda Bangladesh

Oct 2021 - Feb 2024 (2 years 5 months)

As a Workshop Supervisor, I led a team of 10 customer service representatives, providing coaching and mentoring to drive individual and team performance improvements. I implemented new training programs to enhance team members' product knowledge and communication skills, while collaborating with cross-functional teams to identify and address customer service issues, resulting in a 20% increase in customer satisfaction ratings. Additionally, I conducted performance evaluations and provided constructive feedback to team members, which led to a 15% decrease in customer escalations. I effectively utilized Enterprise Resource Planning (ERP) systems to manage job cards, service schedules, parts usage, and workshop records, ensuring accurate data

Customer Service Team lead

Genex Infosys Limited

Aug 2018 - Sep 2021 (3 years 2 months)

As a Customer Service Team Lead, I supervised and mentored a team of 20 customer service representatives, providing guidance and support to ensure exceptional customer experiences. I developed and implemented training programs that improved team performance and increased customer satisfaction ratings by 25%. Conducting regular performance evaluations, I provided constructive feedback to team members to drive continuous improvement and meet service level goals. I collaborated with cross-functional teams to streamline processes and resolve complex customer issues, resulting in a 30% reduction in overall resolution time. Additionally, I utilized TeamViewer to support agents and customers during live cases, facilitating remote sessions for issu

Customer Service Sales Specialist

Aarong Bangladesh

Feb 2017 - Mar 2018 (1 year 2 months)

Provided exceptional customer service by responding to inquiries and resolving issues in a timely and professional manner. Cultivated and maintained strong relationships with clients to increase customer retention and satisfaction. Demonstrated effective sales techniques to upsell products and services, resulting in a 15% increase in monthly sales revenue. Collaborated with cross-functional teams to streamline processes and improve overall customer experience.

Md Jawad

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