Tools I Work With

(hint: press a key)

Experience

My professional journey.

Team Lead - Customer Experience

Priyo Pay
July 2025 - Present
  • Orchestrating CX for a cross-border payment platform serving global freelancers & businesses.
  • Architected RAG-based AI Agent + n8n automations, slashing manual volume by 70% and reducing resolution time from 24h to <1h.
  • Engineered a robust KPI framework (CSAT, SLA, Churn Risk) and comprehensive SOP knowledge base.
  • Administering Zendesk & Crisp ecosystems to ensure 99% uptime and quality assurance.
  • Collaborating with Risk & Compliance to resolve high-priority KYC/AML cases with 95%+ SLA adherence.
ZendeskZendesk
Crisp ChatCrisp Chat
n8nn8n
Customer ExperienceCustomer Experience
Team LeadershipTeam Leadership
SLA ManagementSLA Management
CSAT & NPSCSAT & NPS
AI AgentsAI Agents

Operations Manager - Client Experience (REMOTE)

LC Ecommerce
August 2022 - Present
  • Managing end-to-end client onboarding and lifecycle for high-value seller accounts.
  • Acting as the primary strategic partner, driving account optimization and long-term retention.
  • Implemented data-driven workflow optimizations, increasing task efficiency by 35%.
  • Sustained ≥30% profit margins and achieved a 25% uplift in client retention and repeat business.
  • Delivering actionable executive reports on operational health and KPIs.
G-WorkspaceG-Workspace
MS OfficeMS Office
Client OnboardingClient Onboarding
CRM StrategyCRM Strategy
Performance TrackingPerformance Tracking
Ops CoordinationOps Coordination

Team Lead - Customer Experience

Ostad Ltd.
July 2023 - June 2025
  • Led a high-performance 10-member CX team supporting 5,000+ learners.
  • Slashed response times to <1 hour and boosted course completion rates to 85%.
  • Pioneered the '3C Engagement Framework', significantly elevating CSAT and NPS scores.
  • Coordinated daily operations for 30+ instructors to ensure seamless live course delivery.
  • Managed omnichannel support for 50+ daily inquiries across web and social platforms.
ZendeskZendesk
SlackSlack
ClickUpClickUp
Customer ExperienceCustomer Experience
Team LeadershipTeam Leadership
CSAT & NPSCSAT & NPS
Learner SuccessLearner Success

Executive - eCommerce, Client Experience

CM Work Solutions
September 2020 - December 2021
  • Managed sourcing, fulfillment, and optimization for Amazon & Walmart seller accounts.
  • Delivered elite-level support to buyers, securing a 95% retention rate.
  • Drove a 25% sales uplift and 20% revenue growth through strategic account management.
  • Onboarded 100+ accounts with 100% compliance, reducing operational errors by 30%.
  • Provided data-backed strategies that improved key account performance metrics by 18%.
CanvaCanva
G-WorkspaceG-Workspace
MS OfficeMS Office
Client OnboardingClient Onboarding
Issue ResolutionIssue Resolution
Cust. SatisfactionCust. Satisfaction

Projects

LET'S WORK
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