Open to opportunities

Anastasia Ali

@anastasiaali

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Customer success specialist dedicated to enhancing client satisfaction.

Pakistan

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What I'm looking for

I am looking for a role that values customer experience and offers opportunities for growth.

I am a dedicated customer success specialist with a strong background in the IT and SaaS industries. My experience spans managing social media accounts, providing exceptional customer support, and driving client satisfaction through effective communication and problem-solving skills. I thrive in dynamic environments and am committed to continuous learning and growth.

Throughout my career, I have successfully managed multiple social media accounts, conducted competitor analysis, and delivered performance reports that help clients understand their reach and engagement. My role at Soft Steer involved providing end-to-end support for wellness and restaurant clients, ensuring smooth operations and high customer satisfaction. I have a proven track record of maintaining compliance and achieving top scores in customer satisfaction.

With a Master's degree in Commerce and certifications in digital marketing and project management, I am well-equipped to contribute to business growth and enhance customer experiences. I am passionate about building strong relationships and driving results in every role I undertake.

Experience

Work history, roles, and key accomplishments

Customer Support - Social Media Manager

LokSujag

Aug 2024 - Present (10 months)

Managed and scheduled content across Facebook, Instagram, TikTok, and LinkedIn, maintaining a consistent brand voice and adapting posts for each platform. Responded to comments, messages, and inquiries to drive audience engagement and build a strong online community.

Social Media Management Brand Voice Online Community Building Trend Research Competitor Research performance reporting Meta Business Suite Later

Customer Support – Social Media Manager

Upwork

Jan 2024 - Present (1 year 5 months)

Managed multiple social media accounts for diverse clients, creating and scheduling content tailored to each platform using tools like Meta Business Suite and Later. Responded to DMs, comments, and inquiries in a timely and professional manner to boost community engagement and maintain brand trust.

Social Media Management Content Creation Scheduling Meta Business Suite Later Community Engagement Competitor Analysis performance reporting

Customer Support & Success Specialist

Soft Steer

Oct 2022 - Present (2 years 8 months)

Provided end-to-end support for wellness and restaurant clients using Wellyx, a SaaS platform similar to Toast POS, including onboarding, training, and technical troubleshooting. Delivered responsive customer support via email, live chat, audio, and video, ensuring quick resolution of inquiries and smooth day-to-day operations.

Customer Support SaaS Platforms Onboarding Training Technical Troubleshooting Email Support Live Chat Stripe GoCardless Customer Success

Customer Support Specialist

Abacus Consulting

May 2020 - Present (5 years 1 month)

Delivered high-volume support to fintech clients, specializing in payment processing and digital card transactions. Assisted customers with account setup, issue resolution, and service usage guidance via chat and email support channels.

Customer Support Fintech Payment Processing Chat Support Email Support Customer Satisfaction

Senior Office Underwriter

Alfalah Insurance

Jan 2018 - Present (7 years 5 months)

Managed end-to-end processing of insurance policies, including risk evaluation, quote generation, and policy issuance, ensuring accuracy and compliance. Reviewed complex documentation to assess risk levels, contributing to data-driven decision-making and operational efficiency.

Insurance Risk Assessment Quote Generation Policy Issuance Compliance Documentation Review Data Driven Decision Making Regulatory Compliance

Education

Degrees, certifications, and relevant coursework

Virtual University of Pakistan

Masters in Commerce, Human Resource

Focused on Human Resources, gaining expertise in managing human capital and organizational development. Developed skills in strategic HR planning, talent acquisition, and employee relations.