Operations & Administrative Support Specialist at Prime Work (2025-09 – Present)
Supported day-to-day business operations for a US-based remote agency, maintaining organized client records and ensuring the team had accurate, up-to-date information for decision-making.
- Updated and maintained spreadsheets and internal trackers to monitor task progress, ensuring all follow-ups were completed on time and nothing fell through the cracks.
- Coordinated between team members to relay information, track deliverables, and keep projects moving — consistently meeting accountability and communication standards required for remote US client work.
- Conducted research on an as-needed basis and organized documentation and filing systems to support a streamlined, well-structured remote work environment.
Customer Support Specialist at Fortek (2025-07 – 2025-09)
- Managed 50+ daily customer inquiries across email, live chat, and phone — maintaining a 90%+ customer satisfaction rate through empathetic, accurate responses.
- Reduced average issue resolution time by 20% by coordinating with technical and operations teams to handle complex escalations without delay.
- Maintained a zero-miss escalation record by keeping detailed CRM logs of all interactions, ensuring accurate follow-up and complete case documentation.
- Drafted professional response templates that improved first-contact resolution rates and standardized team communication quality.
- Managed high-volume concurrent ticket queues while meeting strict SLA timelines, demonstrating strong prioritization under pressure.
Remote Academic Coordinator at Ali Academy (2024-02 – 2024-12)
- Delivered 200+ virtual sessions while independently managing end-to-end scheduling, attendance logs, and parent communications via email and online platforms.
- Maintained Google Sheets trackers for student performance, session history, and curriculum milestones — directly mirroring executive administrative workflows.
- Coordinated weekly schedules for 15+ students, proactively resolving conflicts and ensuring uninterrupted session delivery with zero cancellations.
- Adapted communication style across diverse learners, achieving measurable improvements in student engagement and comprehension scores.
HR & Administrative Assistant at Kaar-e-Falah Welfare Organization (2023-01 – 2024-12)
- Managed onboarding and records for 30+ staff members, maintaining accurate documentation, communication logs, and administrative files.
- Coordinated outreach schedules and internal communications, ensuring timely follow-up between teams and management.
- Triaged community member inquiries and provided service guidance — directly paralleling executive support and client-facing functions.
