Dynamic and results-driven Client Success Specialist with over four years of experience in improving client satisfaction and driving revenue growth. Demonstrated ability to utilize client feedback for service enhancement and perform data analysis to support business objectives. Possesses exceptional interpersonal skills, focusing on customer needs while fostering strong client relationships. Experienced in team leadership, enhancing customer experiences, and improving operational efficiency.

EDUCATION AND TRAINING

Matriculation
Dar-e-Arqam School Khota Swabi
📍 Topi, Pakistan | 2016 – 2018

Intermediate / HSSC
Government Degree College Khota, Swabi
📍 Topi, Pakistan | 2018 – 2020
📚 Field of Study: Information and Communication Technologies (ICT)
📜 Final Grade: 3.3 B
📌 Key Learnings:

• Computer use, database, and network design
• Occupational techniques (bread & pastry making)
• Science applied to food & hygiene

WORK EXPERIENCE

Customer Service Representative

Virtu BPO | 📍 Islamabad, Pakistan | Nov 2024 – Present
🔗 Virtu BPO LinkedIn

• Supervised daily activities and floor operations, ensuring compliance with policies.
• Conducted training sessions for new hires, enhancing team performance.
• Proactively identified and resolved issues, maintaining high morale and productivity.
• Prepared operational reports for senior management, facilitating informed decision-making.
• Achieved and sustained an impressive 85% customer satisfaction rate over 3 consecutive months.

Administrative Assistant

CIS Accountancy | 📍 Abu Dhabi, UAE | Oct 2022 – Oct 2024

• Managed schedules, appointments, and communications to optimize team efficiency.
• Conducted data entry, filing, and record-keeping to maintain accurate databases.
• Assisted in preparing comprehensive reports and presentations for stakeholders.
• Developed and maintained a list of potential leads, enhancing sales outreach.
• Conducted outbound calls, adapting scripts to effectively engage prospects.
• Documented call outcomes and updated customer information in the CRM.

Branch Manager

Crumble PK | 📍 Islamabad, Pakistan | Jun 2021 – Jan 2022

• Handled customer interactions, ensuring a positive and welcoming experience.
• Assigned daily tasks to staff, ensuring smooth branch operations.
• Managed stock receiving and inventory control, maintaining optimal stock levels.
• Created schedules and submitted final reports, ensuring operational efficiency and compliance.

Sales Assistant

Vertex LLC | 📍 Islamabad, Pakistan | Mar 2020 – May 2020

• Proactively contacted potential clients through calls, emails, and other communication channels to introduce solar energy solutions.
• Identified client needs and qualified leads to ensure alignment with the company’s offerings.
• Clearly articulated the benefits of solar energy, addressing concerns and overcoming objections to secure appointments.
• Coordinated and scheduled meetings between qualified leads and senior sales closers.
• Maintained accurate records of client interactions and follow-ups in the company’s CRM system.
• Collaborated with the sales team to ensure a seamless lead handoff to the senior closer.

DIGITAL SKILLS

• Software & Tools: Canva, Email Handling, ERP & CRM systems (Salesforce, Hubspot, Odoo, Vtiger)
• Technical Skills: Beginner-level HTML/CSS, C++
• Social Media Management: Facebook, WhatsApp, Twitter

LANGUAGES

• Urdu (Native)
• English (Independent User - B2)