FATIMA MUHAMMAD RASHEED

• Drove business growth by managing inbound queries and outbound sales calls.
• Promote travel packages, airline tickets, and related services.
• Assist customers with bookings, reservations, and necessary documentation.
• Meet and exceed monthly sales targets.

• Reviewed and moderated diverse Urdu & English content (text, video, images, live streams, comments).
• Enforced community guidelines and escalated harmful or abusive material.
• Provided feedback to internal teams on emerging risks and trends.
• Maintained accuracy and efficiency under time‑sensitive conditions.

• Contacted disengaged and inactive clients through outbound calls to retain accounts, recover revenue, and drive additional sales
• Identified customer objections and delivered customized solutions to prevent churn while building long-term relationships
• Utilized strong sales techniques to not only retain customers but also upsell relevant products and services
• Worked with retention KPIs, call targets, and conversion metrics to consistently achieve performance goals
• Successfully converted at-risk clients into active, loyal customers through effective negotiation and persuasive communication

• Oversaw QA processes and ensured compliance with standards.
• Conducted call reviews, coaching sessions, and performance evaluations.
• Developed SOPs and updated training manuals for new agents.

• Designed workforce programs aligned with organizational goals.

• Facilitated onboarding and personalized coaching.

• Conducted live call monitoring, evaluations, and refresher sessions.

• Provided one-on-one mentoring to help individuals reach their full potential within the organization.

• Handled high-volume inbound & outbound interactions while meeting daily KPIs.
• Assisted customers with billing and service concerns, leading to account retention.
• Provided negotiation strategies and financial recommendations.
• Applied negotiation techniques to upsell or retain services.

• Delivered support via chat and phone.
• Resolved app, payment, and refund issues.
• Maintained accurate records of customer interactions.