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Quratulain A. — Senior Customer Support Specialist from Pakistan

Quratulain A.

Senior Customer Support Specialist

Pakistan 6+ years
Open to offersNew to Platform
Languages
EnglishGerman
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About

Quratulain A. is a highly articulate and results-driven Customer Experience Specialist and Remote Technical & Chat Support Professional based in Lahore, Pakistan. With extensive expertise in international remote communication and digital client support, she excels in providing technical problem-solving across high-volume live chat management and email ticketing. Fluent in English, Quratulain adeptly navigates CRM platforms like Zendesk, Freshdesk, and Salesforce Service Cloud. Her professional journey includes offering 24/7 support for e-commerce and digital service platforms, maintaining an exceptional 98%+ Customer Satisfaction rating through handling 50–70 interactions daily. She is skilled at translating complex issues into customer-friendly solutions, updating SOPs, and working alongside engineering teams to address application bugs. Quratulain also specializes in academic content creation, with rigorous compliance to standards and a strong background in both web development support and microbiology.

Experience

  • Senior Customer Support & Chat Specialist

    Independent Remote Client Services / Global Freelance Platforms · 2024 — Present
    Delivered continuous live chat and email support for international e-commerce and digital service platforms while achieving a notable Customer Satisfaction (CSAT) rating. Managed 50–70 daily customer interactions, addressing complex issues related to account setups, billing, service disruptions, and navigation. Communicated with customers from North America, Europe, and Australia, providing clear and empathetic responses. Updated standard operating procedures (SOPs), canned responses, and knowledge base documentation to enhance response efficiency. Collaborated with technical product teams to relay recurring application bugs for prompt resolution.

  • Academic & Technical Content Specialist

    Freelance & Academic Consultancy Services · 2022 — 2023
    Produced high-quality academic papers, research summaries, and analytical reports in English across various scientific and technical disciplines. Implemented stringent quality control measures including proofreading and editing for an international clientele, ensuring adherence to academic standards and citation guidelines. Engaged with clients to determine project requirements, clarify scopes, and manage requests for revisions efficiently. Oversaw multiple writing projects within tight deadlines while maintaining top-tier research quality and preventing plagiarism.

  • Technical Support & Web Solutions Associate

    Digital Services & Web Development Projects · 2020 — 2022
    Offered Tier-1 technical support to web development clients, assisting with website navigation and troubleshooting basic bugs, layout issues, and hosting configurations. Helped non-technical users resolve client-side issues with foundational web technologies knowledge. Developed user manuals and visual guides to empower clients in managing their online platforms independently. Fostered communication between end-users and engineering teams, simplifying technical jargon into understandable customer communications.

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