Yousera Fatima

Customer Service and Administration professional with proven experience in managing client relations, resolving complex issues, and ensuring smooth administrative operations. Currently working as a Customer Care Representative with an international logistics company, demonstrating strong communication, problem-solving, and interpersonal skills. Previously served as Office In-Charge, effectively handling record management, staff coordination, and day-to-day administrative responsibilities.

Known for maintaining professionalism in high-pressure environments and delivering consistent service excellence. Holds a BS in International Relations and is currently pursuing an M.Phil. strengthening analytical, research, and critical thinking capabilities

Customer Care Representative - PS Logistics International (Australia)

(2024-03)

• Deliver high-quality customer support by resolving inquiries and ensuring complete client satisfaction consistently
• Apply strong problem-solving skills to effectively handle complex customer issues and service-related challenges
• Demonstrate empathetic communication by actively listening to customers and responding with patience and professionalism
• Maintain composure in high-pressure situations while consistently exceeding customer service expectations and targets
• Utilize communication tools including Articulate to streamline service processes and improve operational efficiency
• Coordinate with internal teams to ensure timely resolution of customer complaints and service requests

Coordinator - Punjab Group of College, Multan - Multan

(2019-10 - 2022-08)

• Managed daily administrative operations ensuring smooth institutional workflow and overall organizational efficiency
• Maintained accurate staff records including attendance tracking, leave management, and official documentation systems
• Coordinated meetings, academic schedules, and official communications across departments professionalism
• Ensured strict compliance with institutional policies, procedures, and administrative protocols consistently
• Demonstrated strong multitasking abilities while managing administrative responsibilities under tight deadlines
• Supported college management by organizing records, reports, and maintaining disciplined administrative systems effectively

Research Intern - Kashmir Policy Research Institute (KPRI), Muzaffarabad - Muzaffarabad

(2019-07 - 2019-08)

• Developed strong research and analytical skills in International Relations and policy analysis frameworks effectively

M.Phil. - International Relations - Bahauddin Zakariya University, Multan (2023 - 2025)

Bachelor's Degree - International Relations (BS IR) - Bahauddin Zakariya University, Multan (2019)