Open to opportunities

Qandeel Naeem

@qandeelnaeem

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Dedicated customer service professional with expertise in program management.

Pakistan

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What I'm looking for

I am looking for a role that values customer satisfaction and offers growth opportunities.

I am a dedicated and proactive professional with over five years of experience in customer service and program management. Holding double Masters in Anthropology and Project Management, I have demonstrated expertise in communication, problem-solving, and enhancing customer satisfaction. My track record includes successfully reducing average ticket resolution time by 20% and increasing customer retention by 15% through targeted engagement campaigns.

Throughout my career, I have been committed to fostering positive relationships with customers and collaborating with diverse teams. My role as a Senior Customer Service Representative at the International Rescue Committee has allowed me to lead customer engagement initiatives and conduct onboarding sessions for new customers. I am passionate about utilizing technology to improve customer experiences and am always eager to contribute to team success.

Experience

Work history, roles, and key accomplishments

Current

Senior Customer Service Representative

Current

International Rescue Committee

Nov 2022 - Present (2 years 7 months)

Provided solutions to customer support tickets, ensuring timely resolution and high satisfaction levels. Enhanced documentation for problem-solving and onboarding materials. Led customer engagement campaigns to improve customer experience and retention.

Customer Service Problem Solving Documentation Customer Engagement Onboarding Communication Team Collaboration Risk Management Data Analysis Microsoft Office

Customer Service Representative

Voluntary Service Overseas

Aug 2021 - Sep 2022 (1 year 1 month)

Provided empathetic resolutions to customer support tickets and developed comprehensive documentation. Led customer engagement campaigns and conducted onboarding sessions for new customers, focusing on technology products.

Customer Service Documentation Customer Engagement Onboarding Communication Risk Management Team Collaboration Problem Solving Microsoft Office Presentation Skills

Customer Support Officer

Voluntary Service Overseas

Sep 2019 - Jul 2021 (1 year 10 months)

Supported teams in addressing customer inquiries and assisted in developing customer satisfaction reports. Collaborated with partners for project implementation and contributed to customer awareness campaigns.

Customer Support Documentation Collaboration Customer Satisfaction Communication Problem Solving Support Reporting

Research Assistant - Customer Service

Trust for Democratic Education & Accountability

Mar 2018 - Nov 2018 (8 months)

Conducted research to improve customer service strategies during the General Election 2018. Developed data collection tools and analyzed customer interactions to inform service enhancements.

Research Customer Service Data Collection Analysis Strategy Development Reporting Communication Problem Solving Documentation Customer Feedback

Program Officer - Customer Service

Centre for Peace and Development Initiatives

Mar 2017 - Nov 2017 (8 months)

Supervised a team to enhance customer service delivery and developed proposals to engage partners. Monitored service provider performance to ensure alignment with standards.