Open to opportunities

Aqsa Sial

@aqsasial

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Customer support specialist with 6+ years resolving complex issues and improving user experience.

Pakistan

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What I'm looking for

I seek a customer-focused role where I can diagnose and resolve product issues, improve processes, collaborate with cross-functional teams, and grow into leadership within a supportive, feedback-driven company.

I am a customer support specialist with over six years of experience delivering exceptional service across chat, email, and phone channels for remote and onsite teams. I excel at diagnosing and reproducing software issues, creating documentation, and escalating effectively to improve products and workflows.

I have supported customers for companies including Threecolts LLC, MEDVIDI Health US, Walmart (IBEX Global), and Talabat, consistently resolving complaints quickly and maintaining CRM accuracy. I also bring content and digital marketing experience, having worked as an SEO/social media content creator and freelancer.

I am collaborative, detail-oriented, and committed to continuous improvement through feedback, process refinement, and clear communication to drive customer satisfaction and product quality.

Experience

Work history, roles, and key accomplishments

Current

Technical Support Specialist

Current

Threecolts LLC

Mar 2024 - Present (1 year 10 months)

Provide prompt chat and email support via ticketing system, identify and escalate complex issues, and analyze/report software bugs to improve user experience and internal documentation.

Customer Support Ticketing Systems Email Support Troubleshooting Bug Reporting Documentation Escalation Management

Customer Support Specialist

Medvidi Health US

Nov 2022 - Feb 2024 (1 year 3 months)

Handled inbound and outbound patient communications across phone, email, and text, managed CRM entries and cross-departmental tasks to ensure accurate patient information and follow-ups.

Inbound Calls Outbound Communications CRM Email Support Data Entry Multitasking Communication

Customer Support Specialist

Ibex Global

Nov 2021 - Oct 2022 (11 months)

Provided live chat, call, and email support for Walmart customers, resolving queries efficiently while demonstrating empathy and assessing customer needs to improve satisfaction.

Live Chat Phone Support Email Support Customer Empathy CRM Multichannel Support

Customer Support Specialist

MindBridge Pvt

Jun 2020 - Oct 2021 (1 year 4 months)

Responded to general and complex customer queries via live chat and email, ensuring accurate information delivery and high-quality customer interactions.

Live Chat Support Email Support Troubleshooting Ticket Resolution

Freelance Digital Marketer

Fiverr

Oct 2019 - Aug 2020 (10 months)

Planned and executed content marketing strategies and produced tailored web content to engage target audiences and support client objectives.

Content Marketing Copywriting Content Strategy SEO Client Communication Campaign Planning

SEO Social Media Creator

Emenac Packaging

Feb 2020 - May 2020 (3 months)

Produced SEO-optimized content across website, blog, and social media channels to increase online visibility and engagement.

Content Writing SEO Social Media Content Strategy Research

Technical Intern

Fauji Fertilizer Company

Jun 2019 - Aug 2019 (2 months)

Analyzed database software and network modules, developed reports for the IT department, and reviewed existing network protocols to support infrastructure improvements.

Network Protocols Reporting IT Support Troubleshooting

Education

Degrees, certifications, and relevant coursework

The Islamia University of Bahawalpur

Bachelor of Science, Computer Science

2016 - 2020

Activities and societies: Member/Facilitator at Maps - A Student Welfare Society; Finance Secretary at IUB Blood Society; participated in campus social activities.

Completed a Bachelor of Science in Computer Science focusing on core CS subjects and practical projects, including an online library management system.