Looking for a job

Mariyam Fatima

@mariyamfatima

Message

I improve customer support operations, team performance, and service satisfaction.

India

Message

What I'm looking for

I'm looking for an operations or customer support role where I can improve service quality, build strong customer relationships, train teams, and consistently deliver measurable goals.

I've supported customer operations at IntouchCX and now retrieve medical records for a US-based law firm through TopSource Infotech Solutions Private Limited.

As a Customer Support Team Lead, I reorganized support workflows to achieve a 20% faster response time and 5% better satisfaction rates. I distributed work across LOB teams, trained new hires, and helped improve client feedback on products, services, and procedures.

I've resolved high-volume live-chat inquiries, created bug reports and feature requests, analyzed team performance, and built internal knowledge-base guidance that reduced new-hire training time. I bring clear communication, customer focus, and disciplined follow-through to every goal.

Experience

Work history, roles, and key accomplishments

Current

Medical Records Representative

Current

TopSource Infotech Solutions Private Limited

Apr 2025 - Present (1 year 6 months)

Working as a Medical Record Retrieval Representative for a US based law firm. Proceeding with outbound calls to facilities via Vonage, training new joiners, and maintaining data in Excel sheets.

Outbound Calls Vonage Excel Data Management Training QA Metrics

Customer Support Team Lead

IntouchCX

Jul 2022 - Feb 2025 (2 years 7 months)

Selected by management to improve client satisfaction. Trained new team members, managed daily work distribution, and reorganized the support team leading to a 20% faster response time and 5% better satisfaction rates.

Customer Support Team Leadership Training Live Chat Email Support Process Improvement

Customer Support SME

IntouchCX

Sep 2021 - Jun 2022 (9 months)

Trained and mentored new customer support specialists while resolving support inquiries. Oversaw daily operations, wrote knowledge base articles, and prepared performance reports for management.

Customer Support Training Mentorship Knowledge Base Reporting Data Analysis

Customer Support Specialist

IntouchCX

Sep 2020 - Aug 2021 (11 months)

Assisted customers via live chat for technical support issues, resolving an average of 60 inquiries per day with 98% satisfaction. Created bug reports and conducted quality assurance checks.

Live Chat Technical Support Customer Satisfaction Bug Reporting Quality Assurance

Primary Teacher

Smart Kids, Play & Pre School

Jun 2018 - Apr 2020 (1 year 10 months)

Set academic standards, prepared lesson plans, and stimulated critical thinking. Planned and organized a classroom of 25-30 students, facilitating a positive learning experience.

Lesson Planning Classroom Management Critical Thinking Training