Ayesha I.
Mid-Level Live Operations & Client Success Leader
Open to offersNew to PlatformAbout
Ayesha I. is an accomplished Live Operations & Client Success Leader with over six years of experience in managing real-time customer interactions, client relationships, and operational workflows with global teams. Her proficiency is highlighted in her role as an Assistant Manager at PMU Launch, where she excelled in maintaining KPI consistency and enhancing client relationships through multichannel support including calls, chats, and emails. She possesses proven expertise in KPI tracking and process optimization, ensuring high client engagement and satisfaction by improving metrics such as FRT, AHT, and CSAT. Her ability to build and lead high-performing teams was further demonstrated at Snoonu, where she established a robust Quality Assurance department and implemented onboarding programs. Ayesha's experience spans across various sectors, including food delivery and home healthcare, where she successfully managed operations that improved client satisfaction and retention. With a strong focus on enhancing service quality and operational efficiency, Ayesha brings valuable insights and a strategic approach to any organization.
Experience
Assistant Manager - Live Ops Customer Service
PMU Launch · 2024 — 2026Oversaw live operations and managed client relationships to meet KPIs and support clients in achieving business goals. Provided multichannel assistance through calls, chats, and emails while resolving inquiries and ensuring high levels of client satisfaction. Tracked and monitored client performance metrics to offer insights for campaign optimization and appointment booking. Maintained proactive communication to preemptively address issues, thereby boosting client retention and engagement. Worked with internal teams to improve workflow efficiency and ensure timely lead management and scheduling. Conducted data analysis to detect gaps and enhance overall service quality.Team Lead – Quality Assurance & Global Onboarding
Snoonu · 2022 — 2024Established and led the Quality Assurance department, assessing processes and performance metrics across various teams such as Customer Service and Vendor Support, enhancing operational efficiency significantly. Improved workflows by integrating tools and software for real-time KPI tracking, including First Response Time (FRT) and Average Handling Time (AHT). Developed comprehensive SOPs to standardize operational procedures, leading to a notable reduction in errors. Designed onboarding initiatives for remote and onsite staff, achieving high completion rates early in employment. Maintained precise operational records and dashboards, delivering insights for process enhancements. Analyzed operational data to boost team productivity and service quality.Supervisor – Customer Service
Snoonu · 2021 — 2022Created the Customer Success department from the ground up, expanding the team to 35 members. Utilized platforms such as Zendesk, Salesforce, GoHighLevel, and Lead Connector to facilitate operations. Managed the recruitment, onboarding, and training processes for new agents, establishing a high-performance environment. Authored and organized Standard Operating Procedures (SOPs) for customer success activities, ensuring operational consistency. Ensured that policies aligned with business goals for seamless customer interactions while closely collaborating with cross-functional teams to enhance customer experiences. Met key performance indicators with a rapid response and handling time, as well as high customer satisfaction.Senior Specialist - Live Ops Customer Service
Home Health Care · 2019 — 2021Managed client communication, responding to inquiries and scheduling appointments. Coordinated daily calendar management and system bookings. Maintained client records and customer relationship management (CRM) data for over 50 clients, enhancing retention and satisfaction through effective communication and follow-ups while streamlining administrative workflows.Executive - Client Support & Live Ops
Foodpanda Head Office · 2019 — 2019Provided high-volume inbound live chat support and engaged in real-time customer interactions. Achieved a prompt First Response Time (FRT) and maintained a strong Average Handling Time (AHT). Sustained a high Customer Satisfaction (CSAT) score, and recognized as a top performer in communication efficiency and KPI fulfillment.
Skills & Expertise
Education
- MSc in Organizational PsychologyInstitute of Business Management, Karachi, Pakistan · 2022 — 2025
- Bachelor of Business AdministrationSMI University, Karachi, Pakistan · 2017 — 2021
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