Samoon Fatima
Lahore
Summary
Highly skilled professional with expertise in multitasking, organisation, and both verbal and written communication. Demonstrates proficiency in customer support, including chat and email support, with a strong focus on proactive customer service and active listening. Experienced in using CRM tools such as Zendesk and Genesis, as well as Office 360 and Excel. Adept at time management, collaboration, and engagement strategies to drive customer acquisition and retention. Proficient in video editing and social media management. Career goal: to leverage extensive skills in a dynamic role that enhances customer relationships and operational efficiency.
Overview
4
4
years of professional experience
6
6
years of post-secondary education
Work history
Senior Business Development Manager
The Digitalizers
2024.03 - 2025.01
- Proven ability to consistently exceed business development goals while maximizing client satisfaction
- Managing complex business development processes and cultivating relations with new and existing clients
Social Media Quality Executive
Jazz
2023.04 - 2025.01
- Respond to customer inquiries via phone, email, and chat
- Resolve customer complaints and issues in a timely and professional manner
- Meet or exceed performance metrics such as response time, resolution rate, and customer satisfaction scores
- Continuously seek opportunities to improve processes and procedures to enhance the customer experience
- Managed successful relationships with customers by responding swiftly to inquiries and using quality assurance to maintain efficiency
Customer Support Executive
Jomo
2022.06 - 2023.03
- Answered constant flow of customer calls with minimal wait times
- Provided primary customer support to internal & external customers
- Maintained customer satisfaction with forward thinking strategies focused on addressing customer needs & resolving
- Developed and updated databases to handle customer data
Social Media Manager
Jomo
2022.06 - 2023.03
- Increase customer engagement through social media
- Monitored online presence of company's brand to engage with users and strengthen customer relationship
- Analyze and reported social media and online marketing campaign results
- Set up and optimize company pages within each platform to increase the visibility of company's social content
- Moderate all user-generated content in line with the moderation policy for each community
- Create editorial calendars and syndication schedules
Backend Team Operator
Sada Pay
2021.07 - 2022.02
- Manage and maintained account
- Maintained and update consumer data
- Maintain excel sheets
- Provide assistance to customers
Education
I.COM -
Jinnah Degree
2017.01 - 2019.01
BBA - undefined
University of Education
2019.01 - 2023.01
Skills
- Multitasking
- Organization
- Verbal communication
- Written communication
- Customer support
- Chat support
- Email support
- Time management
- Collaboration
- Engagement
- Acquisition
- Retention
- Slack
- Video editing
- Customer Relationship Management
- Proactive customer service
- Active listening
- CRM
- Zendesk
- Genesis
- Office 360
- Excel
- Browsing
- Social media
Timeline
Senior Business Development Manager
The Digitalizers
2024.03 - 2025.01
Social Media Quality Executive
Jazz
2023.04 - 2025.01
Customer Support Executive
Jomo
2022.06 - 2023.03
Social Media Manager
Jomo
2022.06 - 2023.03
Backend Team Operator
Sada Pay
2021.07 - 2022.02
BBA - undefined
University of Education
2019.01 - 2023.01
I.COM -
Jinnah Degree
2017.01 - 2019.01