Hadeer Shafi

Computer Science graduate with experience in customer care leadership, project management, operations, business documentation, and technical learning. Strong foundation in programming, software engineering, data structures, artificial intelligence, and networking fundamentals. Currently working as a Customer Care Team Lead with experience in team coordination, problem-solving, customer support, and operational management.

Completed CCNA fundamentals training and an Operations internship involving Business Requirement Documents (BRDs). Seeking an IT-focused opportunity to apply technical knowledge, analytical skills, and professional experience.

Customer Care Team Lead at PTCL (Pakistan Telecommunication Company Limited) (2026-06 – Present)

• Lead and coordinate customer care operations while supporting representatives in delivering quality service.
• Supervise team performance, provide guidance, and support achievement of operational targets.
• Handle escalated customer issues and coordinate timely resolution of complaints.
• Monitor team performance and communicate operational issues to management.
• Apply leadership, communication, problem-solving, and decision-making skills in a fast-paced environment.

Learner — CCNA Fundamentals at Logix Dive (2026-01 – 2026-04)

• Completed a three-month professional learning experience focused on technical and workplace development.
• Studied CCNA fundamentals, including basic networking concepts, IP addressing, and network structures.
• Developed foundational knowledge of networking and professional IT environments.
• Strengthened teamwork, communication, task management, and critical-thinking skills.

Operations Intern at Punjab Life Stocks Projects (2025-06-25 – 2025-09-25)

• Supported the Operations team on Punjab Life Stocks projects and operational activities.
• Assisted in preparing Business Requirement Documents (BRDs) for project and operational requirements.
• Supported documentation and operational workflows with attention to accuracy and efficiency.
• Collaborated with team members on project-related tasks and organized operational information.
• Gained practical experience in business requirements, documentation, teamwork, and professional communication.

Project Manager — Call Centre Campaign at Black Feathers Call Centre (2024 – 2024)

• Managed an international call centre campaign targeting customers across the United States.
• Coordinated agents, task distribution, campaign activities, and daily operational workflow.
• Monitored campaign progress and supported achievement of performance and quality targets.
• Coordinated communication among team members to maintain smooth project execution.
• Developed practical experience in project management, leadership, organization, and performance monitoring.

Bachelor of Science in Computer Science (BSCS) in Computer Science – NCBA&E (2021 – 2025)

Intermediate in Computer Science in Computer Science – Concordia College (2017 – 2019)

Matriculation in Computer Science in Computer Science – The Educators (2007 – 2016)