Open to opportunities

Sumema Ishaq

@sumemaishaq

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Customer Support & Retention specialist combining CRM expertise with SEO and digital content strategy for clients.

Pakistan

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What I'm looking for

I’m looking for a fast-paced, KPI-driven role where I can deliver empathetic customer support, drive retention, and contribute to SEO/digital content that strengthens customer engagement. I’m available for remote or onsite international work.

I’m a customer-focused professional with experience across customer support, policyholder retention, operations, and corporate communications—backed by hands-on SEO and digital content strategy. I resolve complex client issues through empathetic relationship management, strong CRM proficiency, and KPI-driven execution.

In my retention and closing role at Mars Capital, I retained policyholders and recovered cancellations using objection-handling and compliant, empathetic communication. I maintained accurate CRM documentation, improved retention workflows through cross-functional collaboration, and used digital communication approaches to strengthen engagement and satisfaction.

Previously at Virtu BPO, I delivered phone, email, and chat support that consistently met or exceeded daily KPIs, including response time, CSAT, and first-call resolution (FCR). I ensured data integrity by accurately logging customer interactions in CRM systems and partnered internally to resolve escalated cases smoothly.

Alongside support work, I’ve built a strong digital content base through freelance SEO and content writing (300+ projects), improving client visibility and organic traffic. I work in WordPress using analytics and SEO tools (SurferSEO, SEMrush, Ahrefs), and I produce content including academic writing with APA/MLA/Harvard/Chicago formats—while also bringing leadership experience from planning and leading 20+ large-scale events and mentoring teams.

Experience

Work history, roles, and key accomplishments

Current

SEO Specialist & Content Writer

Current

Freelance (Fiverr, Upwork, LinkedIn)

Jan 2020 - Present (6 years 6 months)

Planned SEO campaigns and produced optimized content for clients, delivering 300+ projects across blog writing, affiliate marketing content, and academic writing. Worked with WordPress, SurferSEO, and Grammarly and followed academic citation formats (APA/MLA/Harvard/Chicago).

Content Writing WordPress SurferSEO Grammarly Blog Writing Affiliate Marketing Academic Writing

Retention & Closing Specialist

Mars Capital

Jan 2025 - Jan 2026 (1 year)

Retained policyholders and recovered cancellations for final expense insurance using empathetic communication and objection-handling techniques while meeting KPI-driven closing targets. Maintained accurate CRM documentation and followed regulatory and compliance standards.

Objection Handling Customer Support CRM Management Regulatory Compliance KPI Tracking Digital Communication Customer Engagement

Customer Care Representative

Virtu BPO

Feb 2025 - Sep 2025 (7 months)

Provided phone, email, and chat customer support, resolving inquiries and complaints while consistently meeting daily KPIs including response time, CSAT, and first-call resolution (FCR). Logged interactions in CRM systems and partnered with internal teams to resolve escalated cases.

Phone Support Email Chat Complaint Handling KPI Management CSAT First Call Resolution (FCR)Escalations

President

Wall of Hope QAU

Jan 2023 - Jan 2025 (2 years)

Led planning and execution of 20+ major events, mentoring a team of 20+ members and improving event efficiency and engagement. Delivered keynote speeches and moderated panel discussions to strengthen university visibility.

Event Planning Team Leadership Stakeholder Engagement Public Speaking

Management Trainee Officer

Arfa Karim Technology Incubator

Jan 2022 - Present (4 years 6 months)

Performed quality assurance checks on digital campaigns and supported workflow streamlining with cross-functional teams. Assisted with end-to-end project execution to ensure timely delivery across multiple concurrent initiatives.

Quality Assurance (QA)Digital Campaigns Workflow Optimization Cross Functional Collaboration Project Coordination