Fareeha Afzal

• Engaged as an independent contractor providing part-time dispatch and operations support for trucking fleet management.
• Coordinated daily dispatch operations for trucking fleets, ensuring on-time deliveries and compliance with DOT regulations.
• Assigned routes, monitored driver performance, and optimized fleet utilization to maximize operational efficiency.
• Collaborated with drivers and cu

Delivered personalized, high-touch customer support across phone, email, and chat, handling 120+ emails and 20+ calls daily. Maintained 96% CSAT over 90 days, consistently exceeding customer satisfaction benchmarks.

• Delivered personalized, high-touch customer support across phone, email, and chat, handling 120+ emails and 20+ calls daily (inbound & outbound).
• Maintained 96% CSAT over 90 days, consistently exceeding customer satisfaction benchmarks.
• Managed subscriptions with a focus on retention, churn reduction, and winback strategies, retaining 4–5 at-risk customers daily.
• Provided product guidance,

• Managed executive calendars, coordinated meetings, and supported daily operational priorities.
• Managed high-volume professional email communication with attention to detail and accuracy
• Prepared and maintained organized documentation, reports, and operational records
• Coordinate travel planning, expense tracking, and confidential administrative support.
• Supported project tracking and data

• Was responsible for engaging with potential clients over the phone to discuss financial situations and offer debt settlement solutions.
• Demonstrated empathy and emotional intelligence to build rapport and trust.
• Guided conversations, addressing concerns and objections.
• Motivated clients towards financial freedom.
• Maintained a professional, service-oriented demeanor.
• Met the daily call

• Managed client outreach and relationship development to support business growth and partnership opportunities.
• Conducted market research to identify potential clients and emerging opportunities.
• Negotiated service agreements and coordinated with internal teams to ensure smooth onboarding.
• Worked closely with customer support and operations teams to ensure client satisfaction and long-term

• Led support coordination for fintech customer operations while maintaining quality and operational targets.
• Monitored support performance metrics, including quality score, adherence, and response times.
• Conducted root cause analysis (RCA) to identify recurring customer issues and improve resolution processes.
• Collaborated with internal teams to address escalations and improve operational w

• Managed complex customer escalations and high-priority support cases.
• Investigated financial and account-related issues requiring advanced troubleshooting.

• Provided live chat and phone support for fintech customers regarding account access, transactions, and product inquiries.
• Maintained high customer satisfaction scores through clear and empathetic communication.
• Followed structured operational processes to resolve issues in a fast-paced financial support environment.

• Assisted clients in renting and selling properties, conducted walkthroughs, and advised on market conditions

Pursued a Bachelor of Science in Public Administration, gaining knowledge in administrative principles and public sector management.