Salehuddin Al-Ayyubi Bin Rusly

Since 2016, I have navigated the digital landscape as a freelancer, mastering Facebook Ads and Social Media Management. This background gave me a "Digital First" mindset and a deep understanding of how users interact with platforms.

In early 2024, I transitioned into a full-time role at IGT Solutions for the Malaysia Airlines project. My ability to solve complex problems and lead others resulted in a promotion to Floor Support in July 2025. In this role, I manage high-stakes escalations and ensure seamless operations in a fast-paced live chat environment.

The Next Chapter: Software Engineering I am currently elevating my career by completing a Software Engineering Conversion Bootcamp. My goal is to merge my extensive background in customer experience and floor leadership with technical proficiency.

I am now seeking L1/L2 Technical Support opportunities where I can apply my troubleshooting expertise and coding knowledge to resolve complex software issues for global organizations.

Floor Support | IGT Solutions (Malaysia Airlines Project)
July 2025 – Present
Promoted to lead floor operations for the Malaysia Airlines live chat 
project. I ensure service excellence by supporting agents and 
managing operational data in a high-pressure, real-time environment.

Key Achievements:
• Awarded "Best Performer" (2x) for KPI excellence and resolution.
• Awarded "Best Attendance" for 100% operational reliability.

Operational & Leadership Core:
• Real-Time Analyst (RTA): Monitoring live chat traffic and agent 
 availability to ensure consistent service levels (SLA).
• Escalation Management: Handling irate customer interventions and 
 providing expert guidance on complex product knowledge cases.
• Investigations & Reporting: Conducting deep-dive investigations into 
 special "Code Cases" and delivering End of Day (EOD) reports to 
 management.
• Agent Support: Providing on-the-spot coaching and advice to improve 
 team resolution quality and customer satisfaction.

Customer Support Specialist | IGT Solutions
Jan 2024 – July 2025
• Managed high-volume live chat interactions for Malaysia Airlines.
• Consistently met and exceeded performance targets, leading to a 
 promotion to leadership within 18 months.

Customer Support Specialist | IGT Solutions
Jan 2024 – July 2025
• High-Volume Support: Managed real-time passenger inquiries for 
 Malaysia Airlines, maintaining top-tier performance metrics.
• Rapid Growth: Promoted to leadership (Floor Support) within 1.5 
 years due to technical aptitude and strong problem-solving skills.

Digital Marketing & Meta Ads Specialist (Freelance)
2016 – 2024
• Performance Marketing: Managed end-to-end Facebook Ads and social 
 media strategy for diverse international clients.
• Data Analysis: Utilized platform analytics to optimize ROI and 
 troubleshoot digital campaign delivery issues.
• Remote Operations: Successfully managed an 8-year freelance career 
 delivering digital-first solutions remotely.

Software Engineering Conversion Bootcamp | Adnexio
Fully Sponsored by Yayasan Peneraju
2025 – 2026 (In Progress)
• Selected for a prestigious, fully-sponsored technical program 
 targeted at high-potential professionals pivoting into tech.
• Intensive training in Software Engineering, focusing on 
 Full-Stack development and technical problem-solving.
• Bridging 8+ years of digital and operational experience with 
 modern software foundations.