SAHAR ABBASI
Senior Customer Support Executive
Kuala Lumpur
Summary
Senior Customer Support Executive managing high-volume live chat, email, and phone support across SLA-driven service environments. Resolves complex complaints and escalations using CRM and ticketing systems while keeping cases accurate, current, and moving to closure. Strengthens CSAT, QA standards, and process efficiency through clear communication and cross-functional follow-through.
Overview
5
5
Languages
7
7
years of professional experience
Work History
Freelance Marketing & Sales Consultant
Self-Employed
Remote
01.2015 - 01.2022
- Closed neumerous in sales revenue by negotiating contracts and converting prospects into repeat clients.
- Generated qualified leads monthly through outreach, networking, and client engagement.
- Developed and executed marketing strategies to support customer acquisition and business growth.
- Conducted market research, competitor analysis, and customer behavior analysis to inform positioning decisions.
- Managed multi-channel marketing campaigns across digital and offline channels to expand reach.
- Built and maintained long-term client relationships that supported repeat business and ongoing engagement.
- Prepared business performance reports and strategic recommendations for client and campaign decisions.
Senior Customer Support Executive
Scicom (QI Department)
Kuala Lumpur
01.2023
- Handled 200 customer cases daily across chat, email, and phone in a high-volume support setting.
- Managed customer inquiries, complaints, and escalations with accurate, empathetic, and efficient resolution.
- Used CRM and ticketing systems to track, update, and resolve customer cases end to end.
- Collaborated with internal departments to close complex issues faster and keep customers informed.
- Supported QA reviews and upheld service quality standards across customer interactions.
- Contributed to process improvement and workflow optimization to strengthen service delivery.
Education
Doctor of Philosophy - Philosophy of Management
Lincoln College
Malaysia01-2023
Master of Business Administration - Project Management
Limkokwing University
Malaysia01-2020
Bachelor's Degree - International Business
Limkokwing University
Malaysia01-2018
Skills
Customer success management
Customer experience (CX)
Customer service operations
Escalation management
Team leadership
Coaching & mentoring
Escalation path design
SLA compliance & service delivery
Quality assurance
Process improvement & workflow optimization
Client relationship management
Case management
Knowledge base management
Accomplishments
Managed high-volume customer interactions across multiple communication channels Successfully resolved complex escalations, improving customer retention and satisfaction Improved service efficiency through process optimization and cross-team collaboration Maintained consistent performance in SLA-driven, fast-paced environments Contributed to enhanced customer experience (CX) and service quality improvements
Timeline
Senior Customer Support Executive
Scicom (QI Department)
01.2023
Freelance Marketing & Sales Consultant
Self-Employed
01.2015 - 01.2022
Bachelor's Degree - International Business
Limkokwing University
Master of Business Administration - Project Management
Limkokwing University
Doctor of Philosophy - Philosophy of Management
Lincoln College