Fatima Malik Email & Phone Number

Islamabad, Islāmābād, Pakistan

• Creation and maintenance of Salesforce Dashboards and Reports to keep track of reported issues and their progress
• Providing dedicated one-to-one support to resolve Tier 2 issues and minimize escalations.
• Contributing to decision-making and collaborating across teams.
• Cultivating customer relationships and serving as a trusted advisor.
• Playing a key in QA processes, integrating customer feedback for continuous product improvements.
• Mentoring support analysts to emphasize skill development.

Pakistan

• Bridge Between Customer and the Company:
• Liaison with fortune 500 and health care giants of US, working collaboratively with cross-functional teams including Engineering, Customer Success, and Professional Services
• Focused on building strong relationships with customers through understanding their business lines, common environments, growing needs and applications leading to generation of new/possible sale leadsCustomer Knowledge.
• Maintaining internal documentations of customer workflows and business lines, existing environments and applications
• Handling and managing Knowledge transfer sessions and enhance the overall processes used to do so
• Managing a team of 3-4 support analysts assigned to each client and providing them guidelines to ensure timely management of issues and achieving SLAs

Pakistan

Customer Communication:- Communication Management using Salesforce, Kayako, remote meetings and calls ensuring smoothcommunication- Immediate technical expertise and assistance on all design, architecture and product level queries- Proactive approach towards issue resolution and customer assistance by arranging weekly connects with customers- Assigned as.

Islamabad

Worked closely under the supervision of lead ElectricalEngineer of Pak Gulf Construction for lightning plan andinstallations using DIALux.

Worked on Tensorflow networks for text to audioconversions

SEECS-NUST

SEECS-NUST

Seecs, NUST