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Summary
Four of rigorous experience in the subjects of business management and development including experience in marketing and finance. A reliable and hardworking individual with the ability to work under pressure. Bilingual with fluent verbal and written skills in English and Urdu languages. Seeking to start a career with a progressive organization that provides an opportunity to capitalize my technical skills and abilities.
Experience
Technical Support Specialist
• Using knowledge and soft skills to diligently comprehend and diagnose customers' needs.
• Engage in customer success and customer advocacy.
• Monitoring, prioritizing and responding appropriately to all support requests received.
• Communicating clearly and effectively with customers via phone, email, and chat.
• Managing customer escalations in accordance with agreed SLAs and support agreements.
• Maintaining a high level of customer engagement and satisfaction.
• Using a variety of instructional methods to ensure maximum delivery effectiveness.
• Working with customers to understand their needs and recommend training.
• Adapting to/learn new product enhancements quickly to include in training resources.
Onboarding Manager
Doing competitors analysis for clients using Semrush & Ahrefs.
Using Google Keyword Planner to research keywords to improve SEO for clients.
Using Universal Analytics and Google Analytics to generate reports of clients\' websites performance.
Contacting prospects to get back links for clients websites.
Create marketing email templates using Hubspot.
Brainstorm social posts ideas with the Marketing Manager.
Posting on social media channels using Hootsuite.
Creating websites using the in-house site builder, adding content and making sure that the website gets to the designers in time.
Overseeing the complete design process to ensure that client’s demands are being met.
Performing quality checks on the website when it comes back from the designers to make sure the website is according to the highest industry standards.
Performing quality checks after the website goes live to make sure it is working fine.
Setting up Google Analytics, Search Console and Google My Business for the website.
Working as an intermediary between web developers, designers and the client.
Managing livechats and email requests from the clients and 3rd party service providers.
Adding tasks in ClickUp and making sure that they are assigned to the relevant representative.
Renewing, and transferring company managed emails and domains accordingly.
Generating potential leads for sales and marketing department.
Training new employees and managing a team of three people. Overseeing their performance and highlighting areas where improvement is required.
Any other tasks assigned by the department head.
Email Support Representative
Managed email support for www.naadam.com.
Responsibilites were handling customer complaints, queries, order follow-ups, cancelations, refunds, and customer retention.
Customer Support & Business Development Executive
I have provided support to customers on www.realdefen.se.
My responsibilities included answering customer queries, connecting to the customer’s computer remotely, providing software installation and troubleshoot and also upselling them different products.
I have also managed chats on venusetfleur.com, and putterball.com.
I have also practiced Amazon Affiliate Marketing for the website bestreviews.com where I dealt chats and was in directly contact with the client.
Content Writer
Wrote and edited high-quality content under deadline pressure for the website rugsabudhabi.com of the company Rugs Abu Dhabi.