Available to hire
I’m a Customer Support Executive with over three years of experience delivering top-notch service in fast-paced environments. I excel at resolving customer queries across live chat, email, and ticketing channels while maintaining a customer-first approach.
I’ve built strong e-commerce operations experience with platforms like Shopify, WordPress, Moodle, and PayPal. I’m known for clear communication, training teammates, and turning feedback into process improvements that boost CSAT and reduce escalations.
Experience Level
Language
English
Fluent
Work Experience
Customer Support Executive at InfraNext SMC Pvt Ltd, Karachi
August 1, 2025 - August 1, 2025Managed 90+ daily customer queries across live chat, email, and ticketing systems, delivering 95%+ first-contact resolution and reducing follow-ups. Oversaw Shopify e-commerce operations, including order tracking, refunds, product issues, and promotional codes, resulting in a 15% drop in escalations and enhanced customer experience. Processed and reconciled 200+ monthly invoices via PayPal, ensuring accuracy in taxation, discounts, and promotions, and coordinating with finance for timely settlements. Conducted knowledge transfers and training sessions for 5+ new hires, creating process documents and FAQs that shortened onboarding time by 30%. Achieved a CSAT of 92%, widely praised for professionalism and empathy. Collaborated with technical and operations teams to report recurring system issues, enabling faster bug resolution and improved uptime. Introduced email etiquette and ticket tagging best practices that improved workflow efficiency and reduced resolution time by 20%.
Chat Support Officer at Shispare Pvt Ltd
April 1, 2025 - April 1, 2025Managed 80+ daily customer interactions across chat, email, and ticketing channels, consistently achieving 90%+ SLA compliance for response and resolution times. Optimized Zendesk workflows by introducing macros, triggers, and tagging rules, leading to a 20% faster ticket response time. Resolved recurring issues with first-contact accuracy, reducing repeat queries by 25% and boosting customer confidence in self-service resources. Maintained 100% data accuracy across WordPress (CMS updates), Moodle (LMS support), and Mettl (assessment platform), ensuring seamless access to training materials and certification exams. Coordinated with the technical and operations teams to escalate platform-related bugs, track resolutions, and update customers proactively. Contributed to a knowledge base (FAQs, SOPs, canned responses) that reduced ticket load by 15% and supported faster onboarding of new team members. Supported Canadian customers across multiple time zones, demonstrating adaptability and c
Education
MSc Strategic Digital Marketing at Arden University, Berlin
September 1, 2025 - August 1, 2026BBA in Marketing at Iqra University, Karachi
January 1, 2018 - January 1, 2022Qualifications
Customer Service Fundamentals
January 11, 2030 - October 31, 2025Digital Marketing Essentials
January 11, 2030 - October 31, 2025Shopify & WordPress for E-commerce
January 11, 2030 - October 31, 2025Zendesk Customer Support Training
January 11, 2030 - October 31, 2025Industry Experience
Retail, Software & Internet, Media & Entertainment, Professional Services, Consumer Goods
Experience Level
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