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Narmeen Sajid
Customer Support Specialist
Lahore
Summary
A highly dedicated and customer-focused Customer Support Specialist with over 4 years of experience in handling customer queries, resolving issues, and providing technical support. Skilled in delivering excellent customer service in fast-paced environments with a focus on APAC regions, ensuring customer satisfaction through timely, clear, and effective communication.
Overview
7
7
years of professional experience
Work History
Customer Support Specialist- Payroll Specialist
Tapcheck
7 2023 - Current
- Provide real-time customer support for clients, responding to inquiries via chat, email, and phone.
- Collaborated with cross-functional teams to address customer concerns and improve overall service quality.
- Handled escalated support cases with diplomacy and tact, successfully defusing tense situations between the company and its customers.
- Manage and resolve a high volume of tickets efficiently using Zendesk, adhering to SLA response times.
- Collaborate with internal teams (technical, sales) to address escalated issues and ensure timely resolutions.
- Regularly analyze customer feedback to recommend process improvements and optimize the user experience.
- Support multilingual customers, facilitating smooth communication and understanding across diverse APAC regions.
- Assist customers with account setup, product usage, and troubleshooting through effective guidance.
- Maintain a 95% customer satisfaction score by consistently delivering top-tier service.
Technical & Billing support specialist
Motive
04.2022 - 06.2023
- Installing and maintaining hardware
- Troubleshooting and solving hardware and software issues
- Verifying with other departments that orders have been fulfilled
- Reviewing invoices to ensure billing accuracy
- Reconciling invoices with balance sheet reports and resolving any discrepancies
- Ensuring clients' billing accounts are set up correctly and according to their requirements
- Maintaining updated records of accounts receipt.
Customer service specialist
SadaPay
07.2021 - 04.2022
- Defining and executing a comprehensive and proactive strategy for customer satisfaction
- Manage all aspects of the customer relationship including prioritization of key focus areas, evaluation of problem-solving, and ongoing response on problems from in-house teams and making them aware of transactions related issues
- Gathering, organizing, and presenting knowledge about new policies to customers
- Making outbound calls for the review alert, package position, and card delivery issues
- Outbound chat experience with customers
- Developed deep understanding of App its partners and working.
Digital Marketing Specialist
Web do Solutions
05.2019 - 11.2019
- Planning and executes all web, SEO/SEM email, social media, and display advertising campaigns
- Designs, builds, and maintains our social media presence
- Brainstorm new and creative growth strategies through digital marketing
- Planning, executing, and measuring experiments and conversion tests
- Collaborating with internal teams to create landing pages and optimize user experience
- Utilizing strong analytical ability to evaluate end-to-end customer experience across multiple channels and customer touchpoints.
Customer Service Representative
PTCL Lhr
05.2017 - 12.2018
- Dealing with clients regarding service problems
- Welcoming them warmly and guiding the procedures
- Listen to the queries and providing them the solutions
- Register all complaints, maintaining the records and reporting to the line manager
- Answering all incoming calls.
Education
Master of Economics (M.Phil.) - Economics
Kinnaird College for Women University
12.2024 -
Bachelor's Degree - Economics
Lahore College for Women University
12.2021 - undefined
Intermediate (General science) - Mathematics, Economics, Statistics
Lahore College for Women University
12.2017 - undefined
Matriculation - Computer studies - undefined
Laurel bank Public School
12.2015 - undefined
Skills
- Customer Service Excellence
- Issue Resolution & Troubleshooting
- APAC Market Knowledge
- CRM Systems (Zendesk, Salesforce, etc)
- Multilingual Support (Specify languages spoken)
- Cross-functional Team Collaboration
- Service Level Agreement (SLA) Management
- Technical Support & Guidance
- Communication & Empathy
- Process Improvement
Timeline
Master of Economics (M.Phil.) - Economics
Kinnaird College for Women University
12.2024 -
Technical & Billing support specialist
Motive
04.2022 - 06.2023
Bachelor's Degree - Economics
Lahore College for Women University
12.2021 - undefined
Customer service specialist
SadaPay
07.2021 - 04.2022
Digital Marketing Specialist
Web do Solutions
05.2019 - 11.2019
Intermediate (General science) - Mathematics, Economics, Statistics
Lahore College for Women University
12.2017 - undefined
Customer Service Representative
PTCL Lhr
05.2017 - 12.2018
Matriculation - Computer studies - undefined
Laurel bank Public School
12.2015 - undefined
Customer Support Specialist- Payroll Specialist
Tapcheck
7 2023 - Current