Shirin Emerald

Collaborated cross-functionally with Compliance, Risk, Operations, and Technology teams to
Identified and escalated potential risk and fraud scenarios per regulatory guidelines.

Delivered concierge-level technical and customer support via calls and emails to premium clients, and New Zealand time
Utilized Salesforce, Zendesk, ServiceNow, RingCentral, Cisco Finesse to manage high-volume
tickets and escalations.
Troubleshot Tier 1 & Tier 2 technical issues using remote tools such as GoToAssist, Zoom, and
Microsoft Teams.
Coordinated with SRE, Sales, and Customer Success teams during outages and critical incidents.
Maintained 98-100% KPIs and consistently achieved 5-star CSAT ratings.
Served as Process Trainer & SME, mentoring new hires, conducting onboarding, and developing
training modules.
Selected as a department speaker and podcast contributor for knowledge-sharing initiatives.

Handled escalations and sensitive customer complaints with a strong focus on resolution and trust.

Took ownership of customer support, operations, and content-related tasks in a small startup
environment, supporting both customer experience and business operations.
Delivered global customer support, maintained records, and supported retention initiatives,
achieving ~90% client retention.
Handled daily operations such as reporting, billing coordination, and administrative activities.
Created product content for website, assisted with process documentation and operational
workflows supporting scalability.
Worked closely with internal stakeholders and leadership to handle ad hoc responsibilities