I am a results-oriented operations leader with over 10 years of experience in customer service, BPO project management, and team leadership.
I have managed AI data annotation and customer support projects, balancing schedules, team performance, payroll, shift rosters, reporting, and client expectations.
I specialize in KPI and SLA monitoring, process optimization, workforce planning, quality collaboration, escalation management, and performance reporting.
My background spans telecom, e-commerce, BPO, and AI sectors, where I have led customer-facing operations and improved workflows, quality, cost efficiency, and client satisfaction.
I am experienced in coaching teams, developing SOPs and knowledge catalogs, managing multiple concurrent projects, and resolving customer and client issues proactively.
I also bring hands-on experience with live chat, email, call support, sales operations, technical support, SEO, e-commerce campaigns, and customer retention.
Led AI data annotation projects, managing schedules, team performance, and client expectations.
Oversaw payroll, shift rosters, and reporting for trainees and QA mentors. Delivered process improvements to enhance cost efficiency and quality, while maintaining client satisfaction through proactive communication and issue resolution.
Managed more than 12 concurrent customer support projects and developed SOPs and information catalogs for each client.
Handled live chats, emails, and calls using Zendesk, Freshdesk, and HubSpot. Collaborated with clients to improve operational workflows and CSAT scores.
Delivered live chat support for customers across Gulf markets and achieved top-tier performance in FCR, CSAT, and quality metrics.
Managed vendor coordination, refunds, and back-office reporting activities.
Provided walk-in customer support and resolved service-related issues.
Managed Easypaisa services, SIM sales, and campaign updates, and reported sales and stock data to the S&D Manager.
Executed online sales and marketing campaigns for e-commerce operations.
Handled inbound and outbound calls and supported SEO strategies for Orient and Clickmall.
Held roles including Financial Services Executive, NPS Executive, and MNP Team Lead.
Specialized in customer retention, upselling, and technical support. Led Smart Club services and conducted internal trainings.
Bachelor of Arts, Political Science, Journalism, Statistics
Intermediate (ICS), Computer Science, Mathematics, Statistics
Matriculation, Biology, Physics, Chemistry
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