Areesha Kaleem

Experience

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  Info Channel Institute

  Aug 2015 - Jan 2016

  Computer Lab Assistant

  Assisted students with queries and provided hands-on support for Office Automation and Web Designing courses, including software such as Adobe Flash, Adobe Photoshop CC, Adobe Lightroom, Adobe Dreamweaver CC, JQuery, HTML, as well as Microsoft Office applications (Word, PowerPoint, Excel).Helped students troubleshoot technical issues, guided them through course materials, and facilitated practical learning sessions in the lab.Managed lab attendance, ensuring accurate records and tracking of student participation and progress.Performed routine equipment maintenance, ensuring that all computers, software, and lab tools were functioning properly for uninterrupted learning.Key Responsibilities:Provided one-on-one and group assistance to students, helping them solve issues related to course projects, software usage, and general technical support.Assisted in preparing learning materials and demonstrations for various software tools and techniques used in the courses.Monitored and maintained the lab’s physical and digital resources, ensuring a clean and organized environment conducive to learning.Coordinated with faculty and staff to ensure smooth lab operations and resolve any technical disruptions quickly. Show less

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  Ibex. Pakistan

  Apr 2022 - Apr 2023

  Senior Customer Support Executive

  Managed both Inbound and Outbound Calls across multiple high-demand campaigns, ensuring smooth communication and timely resolutions for customers in the transportation and food delivery sectors.Handled highly sensitive escalated tickets using Salesforce, Freshdesk, Slack and Jira, providing effective solutions to complex customer issues, while maintaining a high level of professionalism.Demonstrated exceptional efficiency in chat support, achieving 70 WPM and maintaining an average AHT below 3 minutes, even on challenging queries and high-volume days.Key Responsibilities:Responded to customer inquiries across multiple channels (phone, email, chat), addressing concerns related to service issues, order inquiries, and technical support.Managed escalated tickets involving urgent or complex matters, ensuring quick resolution to prevent dissatisfaction or service disruption.Trained and mentored multiple teams of 5 members, providing guidance on handling difficult customer interactions, effective communication strategies, and product/service knowledge.Regularly utilized Salesforce, Freshdesk, Slack and Jira for tracking and managing customer support tickets, ensuring accurate documentation and follow-up.Developed deep expertise in managing customer expectations and resolving issues related to service delivery, ensuring a positive customer experience.Achievements:Promoted to L3 Queue for consistently delivering high-quality service and handling the most complex and sensitive escalated matters.Played a pivotal role in team training and development, which resulted in enhanced team performance and improved customer satisfaction scores.Recognized for maintaining an exceptionally low AHT while handling high volumes of inquiries and providing thorough support. Show less

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  Intersys Ltd.

  Apr 2023 - Dec 2024

  Team Lead - POS Consultant

  Started as a POS Consultant (Lead Generation) for both the USA and Canada territories, responsible for generating new B2B leads and driving interest in POS system solutions. Focused on prospecting, cold calling, and qualifying leads to create opportunities for the sales team.Promoted to Team Lead (Closer) after 6 months, where I was responsible for managing a team of 10 consultants. My primary focus was ensuring that the team met or exceeded monthly sales targets by closing deals and providing guidance on effective sales techniques.Key Responsibilities:Led the team in achieving monthly sales quotas, providing hands-on support in closing deals, overcoming client objections, and ensuring successful negotiations.Trained and mentored team members, helping them develop skills in B2B lead generation, closing techniques, and client relationship management.Set daily, weekly, and monthly performance goals, tracked team progress, and reported on KPIs to senior leadership.Collaborated with the marketing team to create targeted campaigns for both territories, ensuring alignment with regional client needs.Managed escalated client concerns and resolved issues to ensure continued satisfaction and repeat business.Achievements:Awarded "Lady of Leads" for consistently generating the highest number of qualified leads in the team.Single-handedly achieved the monthly team sales target, driving a significant increase in revenue and earning my promotion to Team Lead. Show less

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  Salsoft Technologies (Pvt) Ltd

  Jan 2025 - now

  Sales Support Executive