Rabbia Ashraf

I act as the first point of contact for customers—whether by phone, email, live chat, or other channels. My responsibilities include:

• Answering questions about products or services and guiding customers effectively
• Resolving complaints and addressing concerns with patience and empathy
• Processing orders, returns, and billing requests as needed
• Updating customer accounts and maintaining records of interactions for clarity and follow-up

International Customer Success & Retention Specialist (Bitcoin ATM Vendor Acquisition)

Remote – Islamabad, Jan 2025 to Jun 2025

Developed and closed long-term vendor contracts (3–5 yrs) for Bitcoin ATM installations in U.S. and Canada.

Managed end-to-end client onboarding for site setup, compliance, and operational planning.

Monitored pipeline, mitigated churn via proactive escalation and negotiations.

Coordinated multi-team collaboration—operations, legal, compliance, and installations—to ensure seamless deployment.

Maintained CRM records, reported onboarding progress and highlighted roadblocks.

Delivered training on revenue models, machine operations, and regulatory compliance to ensure full adoption.

Web Content Editor

DovPandas – Lahore, Sep 2023 to Aug 2024

Led content migration (Duple 7 → Duple 10), ensuring accuracy, brand consistency, and SEO optimization.

Collaborated cross-functionally to test, troubleshoot, and support contributors post-migration.

Edited various content types (blogs, articles, marketing, social media), including research and fact-checking.

Monitored user metrics to evaluate content strategy performance and adhered to industry best practices.

International Customer Success & Retention Specialist

Trans Global Services (T.G.S.) – Lahore, Aug 2022 to Sep 2023

Supported regional sales, enhancing dealer proficiency and implementing tailored sales strategies.

Assisted in developing technical service processes, sales tools, and market-specific reports.

Coordinated service operations, sales strategy, and customer retention initiatives.

Customer Relations Officer (CSR)

Sky Heavers – Lahore, Mar 2021 to Aug 2022

Managed inbound calls, prequalification, and payment arrangement processes for credit repair services.

Provided customer support and maintained clear communication pathways between clients and credit specialists.

Recovery Officer & Complaint Handling (CSR)

Premium Telecom – Lahore, Oct 2017 to Apr 2020

Handled high-volume inbound/outbound calls using scripts and multi-line phone systems.

Managed customer accounts, arranged payment plans, and recorded call details accurately.

Supported recovery projects and monitored delinquent accounts to improve collections outcomes.

Fee Recovery Officer & Data Entry Operator

Rashid Latif Medical College – Lahore, Sep 2017 to Feb 2020

Coordinated debt recovery for delinquent accounts and developed guidelines for recovery processes.

Provided in-person customer assistance and managed detailed data entry using legacy systems (diskettes and tapes).

Accounts Manager & Assistant Manager Sales & Marketing

Trade Channel International – Lahore, Dec 2012 to Oct 2017

Managed budgeting, financial statements, reconciliations, and MIS reports.

Conducted bookkeeping, client assessments, and invoice processing.

Prepared quotations, managed taxes, and oversaw procurement for lubricants.

Motivated sales and office staff through leadership and operational support.

Education & Certifications

BSc in Computer Science, Hajvery College – Lahore (Sep 2008 – Sep 2012)

CEH (Certified Ethical Hacker) – June 2024 – Present

AutoCAD 2D & 3D (Basic Level) – Present

3-Year Diploma in Quranic Studies (Translation & Tajweed) – April 2011 – Present