Haja Batool

I’m a Customer Support and account management professional with 8+ years of experience delivering prompt, courteous, and effective written support across chat, email, and phone—especially in fully remote environments. I’m known for diagnosing issues quickly, providing clear step-by-step resolutions, and documenting every interaction with meticulous accuracy in CRM systems.

In my current role as Customer Support Manager / Team Lead at Martinni Beauty Inc. (U.S.-based, remote), I own end-to-end relationships for high-impact accounts as the primary point of contact. I monitor account health, launch targeted referral programs, and translate client goals into structured programs—driving measurable retention outcomes like a 67% repeat business rate and expanding spa accounts through retail line introductions that secured $6,000+ in annual spend from top-tier accounts.

I lead and guide a team of 4 direct reports, ensuring consistent quality and alignment with client expectations across time zones. I also manage high-volume workloads (100 daily inbound and outbound calls) while maintaining SLA adherence, resolving complex cases well ahead of the standard 24–48 hour window, and removing operational bottlenecks by coordinating cross-functionally with Finance, HR, Operations, and logistics.

Earlier, I supported U.S. clinical trial programs as a Patient Recruitment & Support Coordinator, maintaining accurate records in CRIO and COMTRACK and keeping stakeholders aligned through fast, structured action plans. I also built strong written and stakeholder communication skills as a Content Strategist & Ghostwriter and taught across multiple educational institutions—skills I bring into my focus on clarity, empathy, and continuous improvement, including compliance and remote team training modules.