Resume Technical Support/Customer Service/Project Manager in Belarus Minsk

Global Inbound Live Service (GLIS) – B2B Support Teleperformance | Remote (June 2025 – Present) Delivered real-time inbound call and chat support to enterprise clients across global markets. Acted as the first point of contact for high-value B2B clients, including C-level executives. Qualified leads based on SAP’s standards and routed them to regional sales teams. Maintained data integrity and performance tracking in SAP CRM. Consistently exceeded KPIs for qualified leads, appointment conversions, and CSAT. Collaborated with sales, marketing, and support teams to ensure smooth handovers and follow-ups. Trained new team members on inbound handling and lead qualification best practices. Senior Education Consultant – Team Lead & Technical Support 51Talk | Remote (Feb 2025 – May 2025) Engaged with leads via phone/video to present English language programs and close enrollments. Provided end-to-end support: scheduling trials, following up, advising parents, and resolving objections. Managed and troubleshooted platform-related tech issues, coordinated with IT for escalations. Led technical operations for educational events, including AV and live-streaming support. Developed training materials and ran workshops/webinars for clients and educators. Ensured platform security, data syncing, and improved user experience through workflow optimization. Financial Consultant Leader – B2B Advisory Earth Advisory Pte Ltd | Remote (Mar 2023 – Feb 2025) Consulted clients on financial goals, investment planning, and risk management. Created personalized financial strategies based on client income, goals, and timelines. Maintained strong client relationships through transparency, education, and compliance. Delivered workshops to increase client literacy and confidence in financial planning tools. Legal Intern Messrs R. Jayabalan | Shah Alam (Aug 2022 – Oct 2022) Conducted legal research and document drafting under supervision. Maintained client confidentiality while assisting with case preparation. Supported solicitors with written submissions and administrative tasks across legal matters. Sales Manager Metro Optical Group (MOG) | (Dec 2018 – May 2019) Led and trained the sales team to achieve revenue goals and deliver personalized customer service. Managed store operations, sales reporting, and inventory control. Implemented promotional strategies to boost store traffic and customer engagement.

Bachelor of Law (Honours)

Technical & IT Skills Troubleshooting technical issues across platforms and user environments CRM systems: SAP CRM, internal ticketing tools Workflow improvement and basic automation process understanding Platform support for live video, eLearning, and communication systems (Zoom, Google Meet, Webex) Microsoft Office Suite: Excel, Word, PowerPoint (Advanced) Event tech management: AV setup, live stream handling, registration systems Basic understanding of webhook logic, system triggers, and data syncing Customer Service & Communication Real-time inbound call and chat handling C-level client engagement and relationship building High-volume support experience in both B2B and B2C settings Appointment scheduling, lead qualification, and post-engagement follow-up Conflict resolution and complaint handling with a calm, professional tone Strong written and verbal communication in English and Malay Familiar with asynchronous communication using Slack and Google Workspace Project & Operations Support Experience working remotely with global teams, including Australia-based clients Process documentation and SOP execution Internal coordination and cross-functional team collaboration Team leadership and training support Data entry, record management, and performance reporting Creative & Research Skills Canva: visual presentation, marketing visuals, event materials Legal and academic research using LexisNexis and CLJLaw Document drafting, proofreading, and structured analysis Adaptability to new tools and systems with minimal supervision Languages Malay (Native) English (Highly proficient) German (Basic)

English

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