Open to opportunities

Kanwal Fatima

@kanwalfatima

Message

Customer-focused operations professional with strong CRM, sales and support expertise.

Pakistan

Message

What I'm looking for

I’m seeking a role leveraging operations, sales and CRM experience where I can improve customer satisfaction, streamline processes, and drive measurable results.

I am an operations and customer-relations professional with extensive hands-on experience in sales, call-centre support, and operations management across retail and services sectors. I have led sales representatives, managed client relationships, and handled recovery, invoicing and reporting to meet targets.

My background includes roles at AlJadeed Laspa International as Manager Operations, call-centre positions with British Council Pakistan, and sales/agent roles in online retail where I drove conversions and coordinated logistics. I combine strong communication, problem-solving and time-management skills with practical proficiency in Microsoft Office and basic graphic design for promotions.

I seek roles where I can apply my CRM, operations and sales experience to improve customer satisfaction, streamline processes and contribute measurable results for the organization.

Experience

Work history, roles, and key accomplishments

Current

Sales Agent

Current

Online Bags Business

Aug 2023 - Present (2 years 3 months)

Represented an online bags business driving sales through proactive customer engagement, personalized recommendations, and order coordination to improve conversion and delivery timeliness.

Customer Service Sales Order Management CRM Logistics Coordination Upselling Canva Microsoft Office

Call Center Representative

British Council Pakistan

Dec 2016 - Jan 2018 (1 year 1 month)

Managed high volumes of inbound/outbound calls, resolved customer inquiries via phone/email/chat, and maintained call records while meeting qualitative and quantitative targets.

Customer Support Outbound Calling Email Support CRM Time Management Microsoft Office

Manager Operations

AlJadeed Laspa International Pvt Ltd

Nov 2013 - Dec 2016 (3 years 1 month)

Managed sales representatives, designed work plans, prepared invoices and BOQs, and produced collections, targets, and sales reports to drive project and distribution performance.

Operations Management Sales & Management Invoicing Reporting Collections Team Leadership Stakeholder Management

Recovery / Customer Officer

Bab- AlMadina Rent a Car

Jan 2016 - May 2016 (4 months)

Managed recovery calls and status tracking, scheduled daily work plans, and assisted customers via phone and email while maintaining accurate customer records.

Collections Recovery Calls Customer Service Scheduling Record keeping CRM Microsoft Office Communication

Assistant Operations Manager

C-Tel Pvt Ltd

Nov 2012 - Dec 2013 (1 year 1 month)

Coordinated sales appointments, maintained interaction records, supported sales representatives to meet targets, and managed customer complaints and recoveries.

Appointment Management Record keeping Team Coordination Microsoft Office

Assistant Operations

Bab-ul-Ilm Academy

Conducted student outreach calls, coordinated student schedules, tracked recovery status, and created daily and weekly work plans to support academy operations.