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Ajiya Khawaja

@ajiyakhawaja

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Customer Service Representative at Ibex who resolved customer tickets proactively and maintained a QA score above 90%.

Pakistan

Message

At Ibex, I handled inbound and outbound customer queries for an international B2B/B2C campaign, maintaining a QA score above 90%. I later joined the Proactive Team, using Zendesk to investigate and resolve tickets before customers needed to complain.

I also documented cases and coordinated handoffs across teams. At Punjab Institute of Mental Health, I managed a client caseload and coordinated assessment and therapy schedules; at Fountain House, I supported assessment and case documentation.

Experience

Work history, roles, and key accomplishments

Customer Service Representative

Ibex

Feb 2024 - Dec 2024 (10 months)

Handled customer queries for an international B2B/B2C campaign via inbound and outbound calls, maintaining a QA score above 90%. Managed and resolved tickets using Zendesk, including proactive issue resolution.

Zendesk Ticketing Systems Inbound Calls Outbound Calls Customer Support Case Resolution Documentation Communication Skills Problem Solving Slack

Trainee Psychologist

Punjab Institute of Mental Health

Apr 2024 - Jun 2024 (2 months)

Managed a caseload of clients at an addiction treatment center, coordinating assessment and therapy schedules. Communicated sensitive information clearly and empathetically with clients and families.

Case Management Client Coordination Communication Skills Empathy Organization

Student Internee

Fountain House

Oct 2022 - Nov 2022 (1 month)

Supported diagnosis, assessment, and case documentation across group and individual sessions, developing attention to detail and structured record-keeping.

Diagnosis Support Assessments Case Documentation Attention To Detail Record keeping