Maham Baloch
Operations and Customer Service Professional
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About
Dedicated customer service and education professional with experience in live chat support, escalation handling, KPI management, and customer satisfaction improvement. Skilled in problem-solving, communication, and team coordination, with additional experience in teaching O-Level students and leading online educational initiatives. Seeking a long-term opportunity in a reputable organization for professional and personal growth while contributing through dedication and strong performance.
Experience
Founder and director - Knowledge Zone - Karachi, Sindh
(2024-05 - 2024-08)
Dedicated leader and social entrepreneur with a passion for accessible education. As Founder and Director of Knowledge Zone, I have successfully managed a global team of professionals to deliver free online learning. Combining academic excellence with hands-on experience in community engagement and public speaking, I aim to create positive change through collaborative leadership
- Working as a teacher with other International Olevel Students
Customer Support Executive - Ibex. Pakistan - Karachi, Sindh
(2024-08 - 2026-03)
- Handled customer queries through live chat support for the Walmart campaign at Ibex.
- Provided timely solutions while maintaining high customer satisfaction and service quality.
- Achieved KPIs including CSAT, productivity, response time, and First Chat Resolution (FCR).
- Managed escalated customer concerns and coordinated with internal departments for issue resolution.
- Promoted to Escalation Executive based on performance and problem-solving skills.
Education
Alevels - St.Michael's Convent School (2022-09 - 2024-05)
Bachelors of Business administration (BBA) - Business Administration - INSTITUTE OF BUSINESS MANAGEMENT (IOBM) (2025-09)
