Summary
Overview
Work History
Education
Skills
Timeline
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Anushay Iqbal

Docklands,Victoria

Summary

Enthusiastic and well organized Bachelor of Accounting student at Monash University with over three years of hands on experience in technical support, virtual assistance, and customer service roles. Proven ability to handle high volume calls, resolve client issues efficiently, and deliver exceptional service under pressure. Seeking a call centre opportunity where I can contribute to customer satisfaction while developing my professional skills.

Overview

4
4
years of professional experience

Work History

Virtual Support Assistant

Malikabad Shopping Mall
Islamabad, Pakistan
01.2022 - 07.2023
  • Delivered remote customer support using Zoom and TeamViewer, achieving a 98% resolution rate.
  • Conducted troubleshooting sessions for internet issues, guiding users step-by-step remotely.
  • Reduced customer waiting times by 30% through proactive follow-ups and prioritisation.
  • Maintained detailed support logs and escalated technical tickets appropriately.

Customer Service Representative

PTCL
Islamabad, Pakistan
09.2020 - 11.2021
  • Handled inbound/outbound calls to resolve billing, account, and service-related queries.
  • Managed a customer base of over 100 calls daily with an average resolution time of 6 minutes.
  • Reduced escalations by 25% by effectively de-escalating issues in real-time.
  • Collaborated with cross-functional teams to resolve customer issues and follow up within SLA timelines.

Technical Support Staff

Nayatel
Islamabad, Pakistan
08.2019 - 09.2019
  • Diagnosed and resolved connectivity issues, achieving a 95% first-call resolution rate.
  • Assisted 50+ customers daily via phone and email for router/modem troubleshooting.
  • Achieved 90%+ customer satisfaction in post-call feedback surveys.
  • Logged and documented each interaction accurately using internal ticketing software.

Education

Bachelors - Accounting

Monash University
Caulfield, VIC
11-2025

Skills

  • Customer Service & Conflict Resolution
  • Team Collaboration & Communication
  • Time Management & Multitasking
  • Problem Solving & Empathy
  • Call Handling Systems & Auto Dialers
  • Ticketing & Logging Systems
  • Microsoft Office Suite (Word, Excel, Outlook)
  • Typing Speed: 55 WPM
  • Data Entry & Email Support

Timeline

Virtual Support Assistant

Malikabad Shopping Mall
01.2022 - 07.2023

Customer Service Representative

PTCL
09.2020 - 11.2021

Technical Support Staff

Nayatel
08.2019 - 09.2019

Bachelors - Accounting

Monash University

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Anushay Iqbal