leyla - VIRTUAL ASSIST Senior Remote Customer Support Specialist | Live Chat Agent | Management Expert

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VIRTUAL ASSIST Senior Remote Customer Support Specialist | Live Chat Agent | Management Expert

PROFESSIONAL PROFILE Senior Customer Support Live Chat Specialist with 22+ years of experience delivering exceptional customer service, customer assistance, and relationship management across international environments. Experienced in fully remote customer support operations, providing fast, accurate, and empathetic assistance through Live Chat, Email Support, CRM platforms, and digital communication channels. LEYLA FRAIHA Senior Customer Support Live Chat Specialist Remote Customer Support | Customer Assistance | Customer Risk PROFESSIONAL PROFILE Customer Support professional with more than 22 years of experience serving customers and over 5 years working in fully remote international environments. Specialized in Live Chat, Email Support, Customer Assistance, Customer Risk, Ticket Management, CRM platforms, Incident Resolution and Customer Experience (CX). CORE SKILLS Customer Support • Live Chat • Zendesk • Intercom • HubSpot CRM • Ticket Management • Email Support • WhatsApp [hidden] • Instagram DM • Complaint Resolution • SLA Compliance • CRM • Written Communication • Problem Solving • Multitasking PROFESSIONAL EXPERIENCE Senior Customer Support Specialist – Iberia CX Solutions & Inversiones S.L. (Spain) | 2020–2025 | 100% Remote Managed multilingual customer support through Live Chat, Zendesk, Intercom, HubSpot CRM, Email, WhatsApp [hidden] and Instagram DM. Resolved customer inquiries, managed escalations, documented cases and maintained high-quality customer service standards. Customer Support Specialist – La Equidad Seguros Organismo Cooperativo | 19 Consecutive Years Customer Service • Customer Support • Customer Risk • Customer Advice • Customer Care • Zendesk • Google Workspace • Microsoft Office Suite (Microsoft Office). Achieved and maintained outstanding customer satisfaction through professional customer service, case management and problem resolution. Previous Experience: More than 22 years in customer service, customer assistance and relationship management. EDUCATION Professional Degree in Law – Free University of Colombia (2003) LANGUAGES Spanish: Native | English: Fluent (100% Professional Proficiency) Kind regards, LEYLA FRAIHA Lawyer | Customer Support Specialist NOTICE – PRIVACY & RECRUITMENT POLICY I highly value my privacy and personal security. Therefore, I do not provide personal photographs, selfies, or video recordings as part of any recruitment process. I do not publish personal photographs on social media and I will not share my image with unknown individuals or organizations. Considering today's AI, deepfakes, identity theft and cybersecurity risks, this is a deliberate security decision. My qualifications, professional experience, education and references should be the basis for the Job. Privacy and Identity Verification Notice I respectfully want to inform you that, for security and privacy reasons, I do not provide personal photos, selfie videos, or video recordings as part of a job application process. We live in a world where artificial intelligence technology, identity theft, and unauthorized use of personal images are increasing concerns. Protecting my personal identity and privacy is very important to me. Additionally, as a Muslim woman, my religious values and personal principles do not allow me to share personal images or videos with people I do not know. My professional value is based on my experience, skills, professionalism, communication abilities, and the quality of my work — not on my physical appearance. For a remote customer support position, my role is to provide excellent written customer service through platforms such as Zendesk, CRM systems, email, and chat support. A personal photo or selfie video does not demonstrate my ability to serve customers professionally. I fully respect every company's hiring process; however, if a company considers a personal photo or selfie video more important than professional experience, qualifications, and work performance, I kindly ask not to be considered for the position. I am committed to providing excellent work, reliability, and professionalism. I am willing to work with you, support your customers, and deliver results based on trust and performance. I also expect the same respect in return. Thank you for understanding and respecting my privacy and professional boundaries. Highly skilled in handling high-volume customer inquiries, troubleshooting issues, managing escalations, resolving complaints, processing support tickets, and maintaining outstanding Customer Experience (CX) standards. Proficient in Zendesk, Intercom, HubSpot CRM, ticket management systems, WhatsApp [hidden], and social media customer support. Recognized for excellent written communication, problem-solving abilities, attention to detail, multitasking skills, and the ability to work independently in remote teams while meeting SLA requirements and performance goals. Strong experience supporting customers with professionalism, patience, and a customer-first approach. Core Competencies & ATS Keywords: Remote Customer Support • Live Chat Support • Customer Experience (CX) • Customer Service Representative • Technical Support Assistance • Email Support • Chat Support • CRM Management • Zendesk • Intercom • HubSpot CRM • Ticket Management • Case Resolution • Customer Escalations • Complaint Resolution • Customer Retention • SLA Compliance • Quality Assurance • Incident Management • Data Entry • Multichannel Support • Digital Customer Service • Remote Work • International Customer Support • Problem Solving • Written Communication • Time Management • Multitasking

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Hire leyla for: VA for Agencies, VA for Startups, VA for E-commerce, VA for Marketing Agencies, VA for Influencers