Rabiya Minahil

Customer-focused professional with 2+ years of combined experience in client support and software quality assurance. Proven ability to handle international clients (US and UK) via live chat, email, and CRM platforms, resolve complaints efficiently, and maintain high service standards under pressure. Strong written and verbal English communication, fast typing speed, and the ability to multitask across channels.

Comfortable working remotely in rotational shift environments with a consistent record of keeping customers informed and satisfied.

Customer Service Representative - Renae Gaming - USA (Remote)

• Handled live chat, email, and support ticket queues for a US-based gaming platform, responding to international customers within defined SLA response times
• Assisted clients with account issues, gameplay queries, billing disputes, and order questions — maintaining professional and empathetic communication throughout
• Coordinated with backend and technical teams to diagnose and resolve customer-reported issues, ensuring timely updates and resolution closure
• Accurately entered and updated customer records, issue logs, and resolution notes in the CRM/helpdesk system to maintain a clean audit trail
• Identified recurring customer pain points and escalated patterns to the team lead with suggested process improvements, reducing repeat contact rates
• Managed multiple simultaneous chat sessions while maintaining accuracy and response quality under time pressure

SQA Engineer - MindStek AI - West Vancouver, British Columbia (Remote)

• Collaborated with developers and project managers in Agile sprints, communicating clear defect reports and test status updates to stakeholders across time zones
• Documented 100+ bug reports in JIRA with reproduction steps, screenshots, and severity ratings — building strong written communication and reporting habits
• Tracked defect lifecycles end-to-end, following up with developers and keeping all parties informed of progress within sprint cycles
• Analyzed requirements to write test scenarios, developing strong attention to detail and process compliance — directly transferable to CRM data entry and order verification
• Participated in daily standups and sprint ceremonies in a fully remote environment, sharpening time management and professional communication skills

Software Development Intern - TechDot Pvt Ltd - Lahore, Pakistan

• Worked within a collaborative team on client-facing mobile applications, strengthening remote communication and task coordination skills
• Integrated RESTful APIs and maintained accurate data flow between application and server, developing understanding of how digital platforms and client data systems work

Bachelor of Science - Software Engineering - Riphah International University (2019 - 2023)