Zonia Ishfaq

Results-driven Administrative & Customer Service Professional with over 10 years of experience across customer support, office management, and banking operations. Highly skilled in client relationship management, documentation, and compliance. Adept at handling administrative and academic support functions with accuracy and efficiency, with a strong commitment to enhancing customer satisfaction and operational excellence in dynamic environments.

Lecturer in English Literature - Gift University - Pakistan

(2025-02)

• Delivered undergraduate and postgraduate lectures on English Literature, covering classical, modern, and contemporary texts.
• Designed and implemented curriculum, lesson plans, and course materials aligned with academic standards and university policies.
• Guided students in literary analysis, critical thinking, and research methodologies to enhance academic performance.
• Organized seminars, workshops, and discussions to promote literary appreciation and cultural awareness.

Customer Service Officer - Silk Bank - Pakistan

(2023-12 - 2024-06)

• Assisted customers with banking transactions, account inquiries, and service requests to ensure high levels of satisfaction.
• Handled cash deposits, withdrawals, and cheque processing in compliance with bank policies and regulatory standards.
• Resolved customer complaints and service issues promptly while maintaining professionalism and courtesy.

Office Management - Punjab College - Pakistan

(2022-05 - 2023-06)

• Oversaw day-to-day administrative operations to ensure smooth office functioning and workflow efficiency.
• Managed scheduling, correspondence, and documentation for faculty, staff, and students.
• Coordinated meetings, seminars, and events, including logistics, communication, and resource allocation.

Customer Service - Titanium Agency Pvt. Ltd - Pakistan

(2013-06 - 2022-02)

• Handled escalated issues with tact and applied problem-solving skills to deliver effective solutions.
• Guided customers on service procedures, company policies, and payment processes, ensuring a positive experience.
• Maintained accurate records of customer interactions, transactions, and feedback in company systems.

M.Phil.

• English - Riphah International University (2023 - 2025)

Master of Arts (MA) - English Literature - Gift University, Gujranwala (2019 - 2022)

Bachelor of Arts (BA) - English - Punjab University (2015 - 2018)

Intermediate School Certificate (FSc. / Pre-Medical) - Punjab College (2013 - 2015)

Secondary School Certificate (Matriculation in Science) - Science - Board of Intermediate and Secondary Education (BISE) (2011 - 2013)