Summary
Overview
Work History
Education
Skills
Additional Information
Timeline
SoftwareEngineer
Maryam Cheema

Maryam Cheema

maryamcheema55@gmail.com Contact :0301-518-7955
G11/2 street no 71 house no 389 Islamabad,IS

Summary

Over 6 years of experience in Customer Service, Technical Support and Customer Success Familiar with Salesforce and aiming to use effective customer handling skills to fill the role your company. Proficient in handling technical queries while providing empathetic customer support to ensure client satisfaction. Excellent reputation for resolving problems and improving customer satisfaction. Professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.

Overview

7
7
years of professional experience

Work History

Partner Relation Manager.

Wholesale Helper.(Shopify)
01.2022 - Current
  • In this role was taking care of relationship managers that help firms improve relationships with clients and partners.
  • Monitor industry trends in order to identify new sales opportunities and to brief product development and sales teams to meet client needs.
  • I did organize training, planned maintenance, and other services to help clients get better and more efficient use from products or services.
  • Involved in channel partners get controlled access to leads, joint opportunities, affiliate links, deals, sales metrics, and up-to-date documents of their partner programs.
  • Worked with Third party app, agencies and build relationship with them.
  • Worked on Improving headless ecommerce platform at backend as well as at store front.

Senior Technical Support Engineer

LoadStop
01.2021 - 03.2022
  • Handling Enterprise clients and taking care of their accounts
  • Handling live support solitarily via Bridge with one of biggest enterprise client
  • Documentation on Google Voice, Integration, Intercom queries, Tracking training, Bug list
  • Have worked on creating SOPS for call handling software, ticketing system and maintaining stats performance report of each representative
  • Trained new hires on product with multiple modules to help them understand software such as; Zendesk and Intercom
  • Working on creating training documentation for such modules that are new and those for which don’t have any prior documentation
  • Worked on hotfixes of Enterprise clients and resolved in real time at
  • Level II
  • Account Manager of one of Enterprise client
  • Handling multiple number of Intercom chats, calls, emails and Zendesk tickets.
  • Worked as Q/A specialist implement quality assurance policies and procedures.
  • Performing routine inspections and quality tests.
  • Identifying and resolving workflow and production issues.
  • Ensuring that standards and safety regulations are observed.
  • Addressing and discussing issues and proposed solutions with superiors after Monitoring chats/calls.
  • Documenting quality assurance activities and creating audit reports in weekly basis.
  • Make recommendations for improvement.
  • Crete training materials and operating manuals.
  • Worked as Project Coordinator and take care of social media that include LinkedIn Pinterest ,capterra, Quora where publish original content & able to increase web traffic and customer engagement metrics aligned with broader marketing strategies.
  • Arrange internal meeting with Enterprise client & sure that we are meeting the needs of the customer.

Senior Customer Support Specialist

PayActiv Inc, SDS
01.2019 - 01.2021
  • Handles 80+ calls daily, with duties including enrolling customers, presenting relevant product information, resolving and escalating disputes
  • Trained a batch of new employees and monitored their chats as supervisor
  • Worked with a team of content administrators and project managers to develop a Sales project SOP for Sales Department
  • Handles 150+ chats in a day, with duties including enrolling customers, presenting relevant product information, resolving and escalating disputes.

Senior Customer Support Representative

Able Atlantic, Leaf And Imperial Taxi Group Of
01.2015 - 01.2018
  • Handling customer calls and placing orders in timely and organized manner
  • Handling customer queries and any arising disputes
  • Communicating with the driver to guide and assist them regarding any complications on their end
  • Arranging parcel pickups and deliveries
  • Tracking orders to create 100% customer satisfaction by ensuring the cab reaches to destination on time.

Education

Bachelors Of Arts -

University Of Punjab

Experience Using Salesforce, Zendesk,Intercom, MS Office, Google Suite. -

.

Capterra, SendinBlue ,Hubspot ,MURF,Bitrix24,

Skills

Salesforce, Zendesk, Intercom

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Additional Information

  • Achievements/Tasks Achievements/Tasks Achievements/Tasks

Timeline

Partner Relation Manager.

Wholesale Helper.(Shopify)
01.2022 - Current

Senior Technical Support Engineer

LoadStop
01.2021 - 03.2022

Senior Customer Support Specialist

PayActiv Inc, SDS
01.2019 - 01.2021

Senior Customer Support Representative

Able Atlantic, Leaf And Imperial Taxi Group Of
01.2015 - 01.2018

Bachelors Of Arts -

University Of Punjab

Experience Using Salesforce, Zendesk,Intercom, MS Office, Google Suite. -

.

Capterra, SendinBlue ,Hubspot ,MURF,Bitrix24,

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Maryam Cheemamaryamcheema55@gmail.com Contact :0301-518-7955