Umer Naeem

Early-career client-facing professional with nearly three years of experience in live-event customer support, client issue resolution, ticket management and cross-functional project delivery at vFairs. Experienced in using Zendesk and Jira to log, prioritise and follow up on client and user concerns, coordinate with project and technical teams, and protect service quality in fast-paced delivery environments. Additional exposure to corporate outreach, sponsorship coordination, market research, campaign planning and international communication.

Currently completing MBA and seeking a Client Services Associate role focused on understanding client needs, sourcing relevant experts, structured outreach, process discipline and client excellence.

Customer Support Coordinator - Live Events & Client Support - vFairs - Lahore

(2020-11 - 2023-09)

• Managed client and attendee support across multiple live virtual events, using Zendesk and Jira to log tickets, prioritise urgent issues, track ownership and follow through to resolution.
• Acted as a first-line support contact during live delivery, clarifying client or user requirements, providing accurate written updates and escalating time-sensitive concerns to the right internal teams.
• Coordinated closely with project managers, frontend teams and backend teams to diagnose platform issues, identify root causes and communicate practical solutions in clear non-technical language.
• Worked with the projects team to identify gaps in operational delivery and recurring customer issues, helping reduce repeat concerns and improve efficiency in project execution.
• Maintained process discipline by recording issue details, ticket status, escalation notes and next actions across concurrent events, supporting reliable handover and follow-up.
• Supported event delivery activities including pre-event checks, speaker/session coordination, attendee guidance, live-event troubleshooting and post-event issue summaries for project teams.
• Participated in internal discussions on client engagement, event promotion and service improvement, connecting customer feedback with practical delivery improvements.

Survey Assistant - Market Research & Customer Feedback - Indus Motors - Karachi

(2017-12 - 2018-01)

• Conducted customer experience and quality-control surveys at an Indus Motor showroom, gathering structured feedback on service quality, satisfaction and customer expectations.
• Engaged customers professionally and empathetically to capture accurate responses, identify recurring feedback themes and support customer-insight reporting.
• Prepared a summary report highlighting customer feedback themes, service observations and improvement areas.

Survey Analyst - State Bank of Pakistan - Karachi

(2017-11 - 2017-11)

• Collected consumer feedback on economic wellbeing and public sentiment using structured survey methodology across diverse respondent groups.
• Organised responses and supported basic analysis of consumer views, developing attention to detail, data handling and insight-reporting skills.

President - IBA Stock Exchange - Institute of Business Administration - Karachi

(2017-09 - 2018-03)

• Led planning and execution of a newly introduced business and finance event, designing the organisational structure and supervising 200+ students across operations, promotions and stakeholder coordination.
• Led sponsorship and corporate outreach by identifying, approaching and coordinating with potential sponsors, Pakistan Stock Exchange and leading brokerage houses.
• Coordinated corporate meetings, follow-ups and event-partner communication, matching event objectives with relevant speakers, sponsors and industry stakeholders.
• Directed event marketing and audience engagement through student teams, media volunteers and campus networks to build awareness, participation and brand visibility.
• Managed internal communication, delegation and issue resolution during planning and execution, contributing to a successful event and Special Recognition Award.

Media Volunteer / Team Lead - IBA Enigma and Stock Exchange - IBA Karachi - Karachi

(2019-06 - 2019-06)

• Drafted marketing strategy and led an event campaign that generated record views, improving visibility of key event activities and speaker sessions.
• Led content creation and social media coordination to enhance student outreach, promote event highlights and improve audience engagement.
• Led a volunteer team to coordinate on-ground support, communication flow and timely task execution during the event.

Social Intern - AIESEC - Baku, Azerbaijan

(2017-06 - 2017-07)

• Worked in a cross-cultural environment, communicating with local communities, teaching English basics and supporting awareness activities related to environmental issues.
• Represented Pakistani culture at an international event, strengthening public communication, adaptability and international stakeholder engagement.

MBA - University of Management and Technology (2026-07)

BS - Social Sciences and Liberal Arts, Media Major - Institute of Business Administration (IBA) (2015-08 - 2019-06)

A Levels - Army Public School and College (2011-08 - 2013-04)

O Levels - Beaconhouse School (2009-08 - 2011-04)