Sadiya Fatima

Handled customer complaints across chat, phone, and email for delivery orders, resolving most without escalation. Coordinated with delivery partners and restaurant vendors to resolve order issues and monitored order tracking to prevent problems.

Managed high volume of inbound calls and chats regarding orders, returns, refunds, and account access. Resolved billing discrepancies and delivery disputes by coordinating with logistics and fulfillment teams, and maintained CSAT and handle time metrics.

Onboarded international student clients, guiding them from inquiry to signed booking. Acted as main point of contact, coordinating with university contacts and property managers, and maintained CRM to increase inquiry-to-booking conversion.

Pursued a Postgraduate Diploma in Management with a major in Marketing Management.

Earned a Professional Certificate in Generative and Agentic AI.

Completed an Advanced Data Analytics program.

Completed a Diploma in Digital Marketing.

Completed a Clinical Psychology program.

Completed a UX Design program.

Completed a Bachelor's degree in Catering Technology and Culinary Arts with relevant coursework in Hotel Management and Culinary Arts.