Md Ishraq Hossain Joarder
Customer Support & Success
Dhaka
Summary
Friendly, proactive, and solutions-focused Customer Service Representative with 5 years of hands-on experience supporting global clients in SaaS and service industries. Skilled in resolving issues efficiently, building strong customer relationships, and collaborating cross-functionally to enhance the customer journey. Passionate about empowering small businesses and delivering value through expert-level support via phone, email, and ticketing systems. Known for active listening, strong written communication, and going the extra mile-always with a smile. Known for fostering collaboration, driving results, and adapting to change. Skilled in conflict resolution, process optimization, and team development. Reliable, goal-focused, and adept at maintaining high standards.
Overview
9
9
years of professional experience
Work History
Customer Support Team Lead
JustGo Techlogies Ltd
01.2024 - 07.2025
- Led a 3-member support team and improved ticket resolution speed by 40%, boosting SLA compliance.
- Resolved 95% of customer issues within SLA, increasing CSAT scores by 20%.
- Collaborated with the engineering team to diagnose and resolve Tier 2 technical issues.
- Directed escalation workflows, reducing unresolved P1 incidents by 60%.
- Delivered solo support during national holidays, demonstrating dedication and ownership.
- Built strong client relationships and consistently went the extra mile to ensure satisfaction.
Customer Service Executive
JustGo Technologies Ltd
11.2021 - 12.2023
- Delivered Tier 1 ticket support for global customers, achieving a 98% first-contact resolution rate.
- Reduced resolution time by 25% through proactive triage and improved documentation.
- Collaborated with QA and engineering to surface bugs and recommend platform improvements.
- Advocated for customers' concerns and supported them through product transitions.
- Maintained a positive, empathetic tone in every customer interaction.
Customer Success Advisor
JustGo Technologies Ltd
01.2022 - 12.2022
- Onboarded 30+ clients via custom HubSpot pipelines, cutting ramp-up time by 30%.
- Conducted weekly stakeholder consultations, maintaining 90% satisfaction rates.
- Diagnosed integration issues and collaborated with product and engineering to implement fixes.
- Facilitated adoption among small businesses, resulting in a 15% increase in product usage.
- Created support documentation to enhance clarity and reduce repeated inquiries.
Student Counselor
Study Xpress
12.2020 - 10.2021
- Guided 100+ students through course selection and visa processing, leading to 70+ successful placements.
- Delivered 1:1 consultations tailored to academic and career goals.
- Collaborated with foreign universities and supported documentation from application to approval.
Customer Service Associate
Coles Supermarket
06.2016 - 08.2019
- Maintained 99% accuracy in restocking and register handling during high-volume retail operations.
- Supported in-store customer interactions and resolved issues in real-time.
- Demonstrated multitasking and flexibility during night shifts and team rotations.
Cashier /Sales Customer Support Specialist
Domino's Pizza
10.2017 - 12.2018
- Processed 50+ orders per shift with speed and accuracy across phone and in-person channels.
- Delivered excellent customer service with a smile, even during peak hours.
- Handled transactions and balanced cash drawer with zero discrepancies.
Education
Associate of Science - Information And Communication Technology
Swinburne University of Technology
10-2019
IELTS - English Language
British Council
12-2015
High School Diploma -
Dhaka Residential Model College
10-2014
Skills
- Zoho Desk Customer-Facing Support
- Zoho CRM SLA Compliance
- Stakeholder Consultation Active Listening
- Zendesk Customer Advocacy
- Problem Diagnosis
- CRM & Ticketing Systems Written & Verbal Communication
- Cross-Functional Collaboration Team management
- Escalation handling
- Monday CRM Customer relations
- Troubleshooting Testing SaaS Platforms
- Training and mentoring
- Team building
- Freshdesk Customer education
- Training programs
- Salesforce Outreachio
- HubSpot SQL
Additional Information
- Membership Structure Implementation — Special Olympics Ireland, Paddle UK
- Qualifications System Builder — Canadian Kendo Federation
- Insurance Allocation to Members — Paddle UK
- Upsale Items Relocation — British Rowing
- Led multiple projects related to weblets — British Rowing, Swim Wales, CPGA, British Gymnastics
- Course Authorization Module — Paddle Scotland
Languages
English
Full Professional
Bengali
Native or Bilingual
Hobbies and Interests
Driving
Travelling
Learning Programming
Movies
Sports
Problem Solving
Timeline
Customer Support Team Lead
JustGo Techlogies Ltd
01.2024 - 07.2025
Customer Success Advisor
JustGo Technologies Ltd
01.2022 - 12.2022
Customer Service Executive
JustGo Technologies Ltd
11.2021 - 12.2023
Student Counselor
Study Xpress
12.2020 - 10.2021
Cashier /Sales Customer Support Specialist
Domino's Pizza
10.2017 - 12.2018
Customer Service Associate
Coles Supermarket
06.2016 - 08.2019
Associate of Science - Information And Communication Technology
Swinburne University of Technology
IELTS - English Language
British Council
High School Diploma -
Dhaka Residential Model College
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimeContract WorkWork Location
RemoteOn-SiteHybridImportant To Me
Career advancementWork-life balanceCompany CultureWork from home optionPersonal development programsQuote
Fall seven times; stand up eight.
Japanese proverb
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