Shafia Rafi

I have a highly organized experienced Customer Service administrative Representative with more than 10 years of experience and remarkable communication, problem-solving, and time management skills to provide exceptional customer service, streamline the administrative procedure, and ensure organizational operations run smoothly. Adept at quickly answering customer telephone calls and using the company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions. Committed to providing excellent customer service and finding solutions to customer inquiries promptly.

Customer & Administrative Service Manager (CSM) - WORLD TRANS PAKISTAN (Land | Sea |Air)

(2023-07)

World Trans Pakistan offers a comprehensive one-window operation, providing a wide range of services to our clients. We specialize in cargo consolidation and packaging for all types of goods. Additionally, we are actively involved in both local and international buyers' consolidation, arranging shipments according to buyers' purchase orders.

We also assist shippers with nomination business, offering highly competitive handling charges for international import and export shipments. Furthermore, World Trans Pakistan specializes in sourcing various minerals and metals, including chrome ore and mill scale.

• Providing excellent Local and International "customer support service" via various channels (phone, email, in-person).
• Managing Office Administration issues or updating customer accounts or profiles with accurate information.
• Manage Staff duties and resolve customer inquiries, complaints, and issues promptly and effectively.
• Organized travel arrangements, including booking flights, hotels, and transportation for executives.
• Collaborating with other departments to address customer needs and resolve issues.
• Following company policies and procedures to ensure consistent service delivery.
• Handling Customer emails & escalated customer concerns with patience and diplomacy.
• Maintaining a positive and helpful attitude while dealing with challenging situations.
• Utilizing customer service software or CRM systems to document interactions and track customer feedback.
• Participating in training sessions to stay updated on product knowledge, company policies, and customer service best practices.

S.R Customer Support Officer (S.R CSO) - WORLD TRANS PAKISTAN (Land | Sea |Air)

(2020-03 - 2023-06)

Customer Service Representative (CSR) - Zong Franchise (MH Traders)

(2018-02 - 2020-03)

• Strong Coordination with customers and Team.
• Handling franchisee and Company retailer queries and sending positive responses.
• Handling and Maintain (Recharge, Loading, Prepaid, Postpaid Sale).
• Provide correct knowledge of products & services, procedures, and processes to customers.
• Ability to produce the best result in pressure situations.

In charge and Teacher Assistant - Noor-ul-Huda Academy School - Metroville Block 2

(2014 - 2016)

• Strong Coordination with management and assigning duties for the Teacher
• Working as a lead teacher to monitor class schedules, including syllabi and timetables.
• Manage the classroom environment to be safe and clean.
• Collaborating with teachers to recognize issues of students are facing and recommend solutions.
• Documenting student progress and communicating with parents
• Helping lead teachers to create lesson plans.

Customer Sales Representative (CSR) - Ufone Franchise (Shaukat Enterprises)

(2011-01 - 2013-06)

• Strong Coordination with customers and Manager with sales.
• Handling franchisee and customer queries on a daily basis.
• Handling (Recharge, loading, Prepaid, Sale-Postpaid Sale).
• Promoted upselling products.
• Handling other daily task assing to manager.

Master - International Relations - Karachi University (2023)

Bachelor - International Relations - Karachi University (2018)

Inter - Commerce - Board Of Intermediate Education Karachi (2009)

S.S.C - Science - Board of Matric Science Karachi (2007)