Sana Fatima

Main point of contact for clients from first setup through full system activation and ongoing support. Manage CRM records, client communication, scheduling, and daily operational tasks, including configuring calendars, domains, phone systems, and email integrations.

Delivered live onboarding sessions over Zoom and walked new clients through full CRM setup. Answered client questions by email and chat during the first weeks of using the platform, and set up business profiles, calendars, pipelines, and essential automations for each new account.

Managed daily customer service operations and supervised support team performance. Handled escalations, resolved complex customer issues, improved service processes, and coordinated with internal departments to resolve order and delivery issues faster.

Supported customers through calls, live chat, and digital channels in a high volume environment. Resolved complaints on time, maintained customer satisfaction and quality metrics, and supported dispatch operations and delivery-related workflows.

Provided executive and virtual assistance including inbox and calendar management, client follow-ups, and task coordination. Prepared daily start and end of day reports and kept clients updated on progress.

Pursued a Bachelor's degree in Psychology, gaining a strong foundation in psychological principles and research methods.

Completed Intermediate in Commerce, building a solid understanding of business and commerce fundamentals.