- Running internal audits to ensure compliance of the processes and minimising errors.- Evaluating chats and calls to make sure they meet Service Level Agreement between the clients. Scoring the chats and calls according to evaluation metrics.- Participating in all QA meetings and trainings to be aligned with the teams and better understand the updates and processes.- Conducting verbal performance feedback sessions to ensure the specialists continue to learn and grow.- Sharing written summary of evaluation with the specialists and their team coach.- Calibrating with operations to ensure teams are on the same page regarding the processes.- Highlighting and escalating chats and calls to the team coaches where specialists’ performance is concerning and not in compliance with company policies and/or Service Level Agreement.- Conducting training sessions for the new batches.- Updating reference material for specialists’ to ensure that the KPIs are achievable for them and to ensure smooth service to the customers.- Perform any and all other duties as assigned.- Coordinate with Business Analysts and Auditors as and when needed for ad hoc tasks.- Making reference material for and conducting huddles to refresh and reinforce practices and processes with specialists as and when needed.

- Coordinating with depot repair centres all over the US and a few in Canada and PR to ensure the repair/replacement/refund resolutions are provided to the customers in a smooth and timely manner. - Investigating suspected fraud cases to make sure no false claim goes through. - Coordinating with supervisors and Corporate Resolution Team to escalate cases where appropriate intervention is needed.- Communicating with customers as the representative of the second largest insurance provider after the US government, majorly from all over the US and Canada over calls, chats and emails. - Handling claim-related concerns on variety of items; filing claims, denying claims, determining eligibility of claims and whether an item is eligible for coverage, by probing customers.- Following up on existing claims, plan registration and cancellation, issuing refunds. - Working with supervisors and inter-department teams to provide the best possible resolution and service to customers.- Running internal audits to ensure process compliance and minimising errors.

- Responsible for the overall content, layout and quality of the magazine.

- Managed content and customer queries for the social media accounts of the restaurant. - Supervised artwork that is published onto the social media platforms.- Brainstormed and execute marketing strategies to boost sales (introducing new offers, featuring the restaurant on food apps, boosting posts on social media to maximise reach, SMS marketing to maximise conversion, running ads for print/radio, facilitating online and print reviews)

- Co-handled corporate affairs of global brands such as Oxford University Press (Pakistan) and Nestlé Pakistan- Developed press releases for book launch, store launch, literature festivals, seminars, conferences, CSR activities etc.- Handled media registration and facilitation at the 11th Karachi Literature Festival, 2020.- Rolled out invites and press releases to print and electronic media as well as bloggers.- Followed up with the media to ensure attendance at events, and post-event coverage.- Made daily monitoring report by manually scanning newspapers, which includes mentions of the brand name, competition names, and any other industry-relevant news.- Set up media registration desk at events, prepared folders including press release in Urdu/English and handled giveaway packages for the relevant media attendees.- Made monthly and yearly coverage summary reports.- Ensured placement of opinion pieces related to brand campaigns in print.- Made presentations for PR plans.- Brainstormed with internal and external teams to device plans for campaigns on as-and-when basis.- Assisted in holding dinners for bureau chiefs, senior reporters and stakeholders.

-Project-based consultation and supervision of the content, operations and execution.- Generated ideas for YouTube videos and managed the content board.- Co-planned the execution of ideas.- Briefly supervised video editing.- Generated captions and relevant content for YouTube videos and social media posts.

-Edited interviews, features and articles by the in-house team.

- Managed all communication and coordination on behalf of the brand.- Organised a private solo fashion show in collaboration with the United Nations High Commissioner for Refugees (UNHCR). Handled all public relations responsibilities related to the event single-handedly.- Visited refugee camps in Karachi to interview refugee artisans who make jewellery for the collaborative crafts project with the UNHCR.- Corresponded with dignitaries at the UN headquarters, Islamabad and various consulates in Karachi with reference to the crafts project and solo fashion show.-Participated in the Women’s Day exhibition at the US consulate, Karachi and displayed pieces from the crafts project.- Generated ideas to boost sales. - Managed content and customer queries for the website and social media accounts for the brand. - Supervised artwork to be published onto the social media platforms.

- Formulated a team of contributors and assigned them articles.- In addition to the regular editorial work, I also had access to the website where I uploaded the articles keeping SEO in mind, as Fuchsia is a completely online magazine.

- Responsible for the overall content, layout and quality of the magazine. - Keep an eye on latest fashion and beauty trends and current news in the entertainment industry. - Liaise with PR companies, photographers, designers, actors to organise cover shoots - Took out 150+ issues in print under my supervision that covered all the latest news, informative articles, general pieces of interest and interviews pertaining to the fields of fashion, beauty, entertainment, current affairs, education, lifestyle, health and food.- Interviewed show-business celebrities; write and edit articles from contributors. - Strategised new layouting and content for assigned pages. - Coordinated with officials when writing features. - Responsible for correcting and tallying pages.

- Interviewed show-business celebrities; wrote and edited articles from contributors. - Ensured that all content in the magazine is in compliance with the company's policies. - Generated ideas for feature stories and assigned topics to content writers. - Supervised placement of ads and editorial pages according to the magazine’s marketing standards. - Supervised every phase of production of editorial content (pre- and post-printing). - Acting Editor in absence of the Editor.