Available to hire
I am a seasoned Technical Writer, Web Content Manager, Customer Support Specialist, and Social Media Strategist with over 13 years of experience. I specialize in dissecting and simplifying complex products, building and maintaining digital touchpoints, and driving market visibility and product awareness. I have substantial experience working with multinational and multicultural stakeholders and clients across various disciplines.
I have strong communication, interpersonal, and mentoring skills. I enjoy creating content strategies that resonate with the target audience and support business goals. My background includes technical documentation, customer support improvement, social media communications, and employing data-driven approaches for content optimization.
Skills
Experience Level
Expert
Expert
Expert
Expert
Expert
Expert
Expert
Intermediate
Intermediate
Intermediate
Work Experience
Lead Technical Writer | Customer Support at Norgic AB (Lahore, Pakistan) / VdoTok AB (Sweden-based subsidiary)
April 30, 2024 - August 10, 2025Led the Technical Documentation department and Customer Support wing, preparing and delivering all technical documentation including BRDs, FSDs, SADs, user manuals, API docs, developer docs, SOPs, and brochures. Conducted extensive research on new technologies like cPaaS, IoT, ML, and AI for communication and live streaming solutions. Managed Agile meetings using JIRA and ClickUp. Provided content for AR and VR projects. Conducted website reviews for UX, SEO, branding, and compliance. Analyzed content strategy effectiveness with HubSpot and SEMrush. Streamlined customer experience processes, managed customer touchpoints via Live Chat, Web Support, Email, and Social Media using Zendesk. Prepared business requirements and tested AI chatbots. Assisted HR with MoUs and policies. Collaborated with marketing and sales teams for user engagement optimization through analytics.
Lead Technical Writer | Customer Support at Norgic AB
April 30, 2024 - August 10, 2025Led the Technical Documentation department and Customer Support wing of subsidiary VdoTok AB, a Sweden-based live media company. Responsibilities included preparing and delivering technical documentation such as BRDs, FSDs, SADs, User Manuals, API and Developer Documentation, and SOPs. Conducted extensive R&D on communication technologies like cPaaS, IoT, ML, and AI. Managed project issues via JIRA and ClickUp, facilitated Agile methodology meetings, and contributed content to AR and VR projects. Regularly reviewed and optimized website content for brand, UX, SEO, and legal compliance. Analyzed content strategies using HubSpot A/B testing and SEMrush. Streamlined customer support processes using Zendesk, handled chatbot AI testing and chat-flow updates. Monitored customer needs to bridge communication gaps and enhanced user experience with new features. Supported marketing and sales teams with data-driven user engagement strategy and analytics.
Lead Technical Writer | Customer Support at Norgic AB
April 30, 2024 - August 10, 2025Led the Technical Documentation department and the Customer Support Wing for VdoTok AB, a Sweden-based live media company. Prepared and delivered a wide range of technical documents such as BRDs, FSDs, SADs, user manuals, API documentation, developer documentation, SOPs, and brochures, ensuring adherence to organizational standards. Conducted research on emerging technologies including cPaaS, IoT, ML, and AI for communications and live streaming. Managed Agile ceremonies using tools like JIRA and ClickUp and contributed to AR and VR project content. Regularly reviewed and optimized website content for brand, UX, SEO, and legal compliance. Analyzed content strategy effectiveness via HubSpot and SEMrush, supported HR in policy document development, streamlined customer support processes, managed multiple customer touchpoints using Zendesk, tested AI chatbots, and enhanced customer satisfaction through continuous monitoring and feature improvements. Assisted marketing and sales teams in s
Manager Web & Social Media at Allied Bank Limited (Lahore, Pakistan)
May 31, 2018 - August 10, 2025Managed web content and technical updates using WordPress CMS. Supported digital enhancements, content scheduling, and updates for web and intranet pages. Prepared internal product documentation in coordination with product teams and vendors. Handled digital marketing planning and execution to ensure campaign effectiveness across channels. Applied graphic design skills for digital and social media marketing collateral. Researched marketing needs and technology acceptability. Developed web and social media engagement strategies aligning with banking guidelines. Applied SEO strategies and monitored search rankings. Built and updated landing pages, fixed technical issues, maintained UX and SEO compliance, and conducted site audits.
Manager Web & Social Media at Allied Bank Limited
May 31, 2018 - August 10, 2025Managed web content via WordPress CMS including technical updates, content scheduling, and editing. Developed user documentation in collaboration with product teams and vendors. Oversaw digital marketing initiatives and campaign execution. Created graphic design support for digital channels, advertising, and collateral. Researched market needs for technological products and enhanced bank’s web and social media engagement strategies in line with banking guidelines. Implemented SEO strategies and monitored search rankings. Built and maintained landing pages, fixed site issues, and performed site audits to ensure UX, SEO, accessibility, and compliance with business goals.
Manager Web & Social Media at Allied Bank Limited
May 31, 2018 - August 10, 2025Managed web content and technical updates using WordPress CMS, supported digital enhancements and content scheduling across web and intranet pages. Developed user documentation in coordination with product teams and vendors. Led digital marketing planning and execution of online campaigns, supporting graphic design needs for digital and social media channels. Researched market needs and technological acceptability supporting the bank’s digital presence. Developed and implemented web and social media strategies aligning with corporate communications and marketing, ensuring compliance with banking standards. Applied SEO strategies and performed site audits to enhance UX, SEO, accessibility, regulatory compliance, and technical setup, managing fixes such as broken links and metadata updates.
Senior Technical Content Writer at Techliance LLC (Lahore, Pakistan)
June 5, 2012 - August 10, 2025Produced compelling and informative articles for product marketing. Developed keyword-rich website content and press releases announcing product launches. Proofread documents and SEO proposals. Created user guides and manuals.
Senior Technical Content Writer at Techliance LLC
June 5, 2012 - August 10, 2025Produced compelling and informative articles, keyword-rich website content for marketing, and press releases for product launches. Proofread documents and SEO proposals. Created user guides and manuals for technical products.
Senior Technical Content Writer at Techliance LLC
June 5, 2012 - August 10, 2025Produced compelling articles and keyword-rich web content for marketing and promotional purposes including press releases for product launches. Proofread documents and SEO proposals and authored user manuals and guides to support product use and marketing efforts.
Content Writer – Executive | SEO Project Coordinator at MarkcoTech Pvt Ltd (Lahore, Pakistan)
June 1, 2011 - August 10, 2025Created and edited technical content, including voice-over scripts and social networking posts. Supported development and design teams with writing tasks. Coordinated SEO projects as liaison between company and clients, making strategies time-specific and results-oriented. Reported link-building activities and keyword ranking statistics.
Content Writer – Executive | SEO Project Coordinator at MarkcoTech Pvt Ltd
June 1, 2011 - August 10, 2025Created and edited content including technical writing and voice-over scripts. Managed social networking and provided writing assistance to development and design teams. Coordinated SEO projects by liaising between clients and company, optimizing SEO strategies and reporting link-building activities and keyword rankings.
Content Writer – Executive | SEO Project Coordinator at MarkcoTech Pvt Ltd
June 1, 2011 - August 10, 2025Created and edited content including technical writing and voice-over script writing. Managed social networking tasks and supported development and design teams with writing-related assignments. Later promoted to SEO Project Coordinator, acting as liaison with clients and improving SEO strategy efficacy by managing link-building activities and keyword ranking statistics.
Content Writer | Customer Service Representative at Sofizar Pvt Ltd (Lahore, Pakistan)
December 31, 2009 - August 10, 2025Wrote articles on diverse niches such as entertainment, sports, festivals, and celebrities. Developed newsletter content and managed CMS quality. Handled customer service and developed FAQ content for ticket purchasing. Managed forum posting and blog commenting. Assisted SEO and marketing teams with writing tasks.
Content Writer | Customer Service Representative at Sofizar Pvt Ltd
December 31, 2009 - August 10, 2025Wrote articles across diverse niches, developed newsletter content, managed CMS quality, and handled customer servicing. Developed FAQs related to ticket purchasing based on customer queries, performed forum posting and blog commenting, and provided assistance to SEO and marketing teams in writing-related tasks.
Content Writer | Customer Service Representative at Sofizar Pvt Ltd
December 31, 2009 - August 10, 2025Authored articles across various niches such as entertainment, sports, and festivals. Developed newsletter content, managed CMS quality, and created FAQs related to ticket purchasing addressing customer queries. Engaged in forum posting, blog commenting, and supported SEO and marketing teams with writing tasks.
Education
MPhil Media Studies at University of Management & Technology
January 1, 2019 - January 1, 2019BS (Hons) Communication Studies at University of the Punjab
January 1, 2008 - January 1, 2008HSSC at PAF College Lahore Cantt
January 1, 2004 - January 1, 2004SSC at PAF School Lahore Cantt
January 1, 2002 - January 1, 2002MPhil Media Studies at University of Management & Technology
January 1, 2019 - December 31, 2019Bachelors of Science (Hons) Communication Studies at University of the Punjab
January 1, 2008 - December 31, 2008HSSC at PAF College Lahore Cantt
January 1, 2004 - December 31, 2004SSC at PAF School Lahore Cantt
January 1, 2002 - December 31, 2002MPhil Media Studies at University of Management & Technology
January 1, 2019 - December 31, 2019BS (Hons) Communication Studies at University of the Punjab
January 1, 2008 - December 31, 2008HSSC at PAF College Lahore Cantt
January 1, 2004 - December 31, 2004SSC at PAF School Lahore Cantt
January 1, 2002 - December 31, 2002Qualifications
Digital Marketing and Use of Digital Tools
November 1, 2015 - November 1, 2015Marketing in the Digital Age
February 1, 2015 - February 1, 2015Alternate Service Delivery Channels
October 1, 2014 - October 1, 2014Service Quality/Complaint Management
February 1, 2014 - February 1, 2014Communication and Presentation Skills
June 1, 2013 - June 1, 2013Advertising Techniques and Media Planning & Strategy
March 1, 2007 - March 1, 2007Event Management and Media Planning & Strategy
September 1, 2006 - September 1, 2006Mass Media Campaign (Use of Internet)
June 1, 2005 - June 1, 2005Digital Marketing and Use of Digital Tools
November 1, 2015 - November 1, 2015Marketing in the Digital Age
February 1, 2015 - February 1, 2015Alternate Service Delivery Channels
October 1, 2014 - October 1, 2014Service Quality/Complaint Management
February 1, 2014 - February 1, 2014Communication and Presentation Skills
June 1, 2013 - June 1, 2013Advertising Techniques and Media Planning & Strategy
March 1, 2007 - March 1, 2007Event Management and Media Planning & Strategy
September 1, 2006 - September 1, 2006Mass Media campaign (Use of Internet)
June 1, 2005 - June 1, 2005Digital Marketing and Use of Digital Tools
November 1, 2015 - November 1, 2015Marketing in the Digital Age
February 1, 2015 - February 1, 2015Alternate Service Delivery Channels
October 1, 2014 - October 1, 2014Service Quality/Complaint Management
February 1, 2014 - February 1, 2014Communication and Presentation Skills
June 1, 2013 - June 1, 2013Advertising Techniques and Media Planning & Strategy
March 1, 2007 - March 1, 2007Event Management and Media Planning & Strategy
September 1, 2006 - September 1, 2006Mass Media Campaign (Use of Internet)
June 1, 2005 - June 1, 2005Industry Experience
Software & Internet, Financial Services, Media & Entertainment, Professional Services, Telecommunications
Skills
Experience Level
Expert
Expert
Expert
Expert
Expert
Expert
Expert
Intermediate
Intermediate
Intermediate
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