About
Personable and detail-oriented customer service professional with a Bachelor's degree in English Literature and proven experience resolving client issues across fast-paced, service-driven environments.
Recognised for warmth under pressure, sharp communication in English and Urdu, and a natural ability to make people feel looked after.
Combines hands-on team leadership experience with a strong service mindset, well suited to client-facing and support roles.
What I'm looking for
Dedicated, adaptable professional seeking remote work as a Virtual Assistant or Customer Service Representative. Experience as Shift Manager at Cheezious (operations, scheduling, complaint resolution) and CSR at BM Globals (handling inquiries, active listening, de-escalation). BS in English Literature ensures strong communication skills. Skilled in email handling, scheduling, data entry, and admin support. Reliable, detail-oriented, and comfortable working independently across time zones.
Experience
Customer Service Representative
BM Globals
Jul 2024 – Apr 2026
● Handled high-volume client interactions daily, resolving inquiries and issues accurately while maintaining a courteous, professional tone.
● Managed multiple concurrent client requests without compromising response quality or turnaround time.
● Built rapport quickly with a diverse, international client base through active listening and clear communication.
● Consistently praised by supervisors for reliability, composure, and attention to detail.
Client interactionIssue resolutionCommunication
● Led front-of-house and kitchen staff during shifts in a high-footfall restaurant, ensuring smooth service, quality standards, and a positive customer experience at every touchpoint.
● Resolved customer complaints and order issues on the spot, balancing satisfaction with operational speed and team workload.
● Coordinated between kitchen and floor teams during peak hours, delegating tasks and stepping in to keep service on schedule — building strong leadership and pressure-handling skills.
● Upheld professional grooming and presentation standards for the team, in line with brand and customer-facing expectations.
Team leadershipOperations coordination
Education
University of the Punjab
BS · English Literature
2021 – 2025
Govt. Laboratory Higher Secondary School
Pre-Engineering
2019 – 2021
Skills
novel writingScript writingUrdu communicationEnglish communicationMultitaskingTeam leadershipComplaint handlingConflict resolutionGuest relations
Languages
English (Full professional proficiency)Urdu (Native or bilingual proficiency)
