Summary
Overview
Work History
Education
Skills
Accomplishments
Additional Information
Certification
Research
Timeline
Generic
Aliza Ashraf

Aliza Ashraf

Customer Service Executive
Islamabad

Summary

Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.

Overview

8
8
years of professional experience
3
3
Certifications
4
4
Languages

Work History

Quality Assurance Executive

Insyncs Telemarketing
  • Maintained up-to-date knowledge of industry trends and best practices in order to drive innovation within the QA department.
  • Evaluated audit findings to implement appropriate corrective actions.
  • Validated quality processes by establishing product specifications and quality attributes and updating quality assurance procedures.
  • Improved product quality by implementing rigorous testing procedures and standards.
  • Conducted regular audits of manufacturing processes, ensuring compliance with industry regulations and company policies.
  • Prepared quality documentation and reports by collecting, analyzing and summarizing information and trends.
  • Planned, conducted and monitored testing and inspection of materials and finished product quality.
  • Achieved quality assurance objectives by contributing information and analysis to strategic plans and reviews and preparing and completing action plans.
  • Enhanced customer satisfaction with thorough product inspections and timely issue resolution.
  • Served as a key liaison with regulatory agencies, successfully navigating audits and maintaining favorable relationships with representatives.
  • Developed comprehensive QA processes for increased efficiency and reduced defect rates.
  • Streamlined quality assurance operations through automation and process improvements.

Customer Sevice Executive

Abacus Consulting BPO Division
04.2022 - Current
  • Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
  • Managed high volume of inbound calls while maintaining a professional demeanor and ensuring timely resolution of issues.
  • Described product and service details to customers to provide information on benefits and advantages.
  • Reduced average call time through efficient problem-solving skills without sacrificing quality of service provided.
  • Contributed towards improving overall customer feedback scores by consistently delivering high-quality service experiences.
  • Coached and mentored junior team members, contributing to their professional growth and development.
  • Escalated critical customer issues to supervisor to avoid lost revenue and canceled policies.
  • Escalated critical customer issues to supervisor immediately to avoid lost revenue and canceled policies.
  • Streamlined communication channels for improved efficiency in handling customer concerns.
  • Made reasonable procedure exceptions to accommodate unusual customer requests.
  • Collaborated with cross-functional teams to improve overall customer experience within the company.

Social Mobiliser

Youth Association For Development
01.2019 - 03.2022
  • Established communication with program participants and facilitated collaboration with partners delivering services to target populations.
  • Conducted needs assessments in target communities, informing program design and implementation strategies.
  • Developed comprehensive project proposals, securing funding for vital community initiatives.
  • Taught youth how to spot and overcome challenges impacting academic and personal development.
  • Enhanced community engagement by organizing and conducting outreach programs.
  • Facilitated group discussions among diverse stakeholders to identify common goals and develop shared action plans.
  • Promoted choices such as improved personal hygiene and at-home, informal education.
  • Empowered marginalized groups within target communities through targeted outreach activities and trainings.
  • Evaluated the effectiveness of social mobilization efforts through regular monitoring and reporting activities.
  • Worked closely with media outlets to raise public awareness about important social issues affecting target communities.
  • Helped people of underserved populations gain access to education by coordinating critical transportation.
  • Developed culturally appropriate communication materials to disseminate key messages effectively throughout the community.
  • Used participatory approaches when working with communities to foster inclusiveness and ensure all voices were heard.

Coordinator

NIC
06.2018 - 01.2020
  • Entered data, generated reports, and produced tracking documents.
  • Improved team productivity with regular communication and progress updates, fostering a collaborative work environment.
  • Managed project timelines for successful completion, ensuring milestones were met and deadlines were adhered to.
  • Collaborated with department heads to develop strategic plans aligning with overall company objectives, fostering a unified approach toward shared goals.
  • Participated in workshops and in-service meetings to enhance personal growth and professional development.
  • Enhanced customer satisfaction by responding promptly to inquiries and addressing concerns professionally.
  • Coordinated cross-functional teams, resulting in seamless project execution and enhanced outcomes.
  • Tracked records, filed documents and maintained communication between clients to manage office activities.
  • Enhanced operational workflows by maintaining well-organized documentation systems and updating records accurately as needed.
  • Monitored performance metrics consistently and implemented corrective actions when needed, contributing to continuous improvement initiatives.
  • Coached employees through day-to-day work and complex problems.

Enumerator

PIDE SSP Program
01.2016 - 01.2018
  • Demonstrated excellent problem-solving skills while addressing respondent concerns or issues arising during the enumeration process.
  • Assisted people in filling out surveys with complete and accurate information.
  • Collaborated with fellow enumerators for efficient coverage of assigned areas, ensuring timely completion of tasks.
  • Double checked information on survey forms.
  • Maintained confidentiality of respondent information by adhering to strict privacy protocols during data collection.
  • Executed follow up visits to houses to resolve survey issues or obtain additional information, expressing appreciation for participation and regret for inconvenience.
  • Improved data accuracy by diligently conducting door-to-door surveys and recording responses.
  • Performed quality control checks on entered data to ensure its consistency and reliability for analysis purposes.
  • Increased efficiency in data entry by accurately inputting collected information into the designated database system.
  • . Fostered professional relationships with local community leaders and organizations to facilitate access to targeted populations for enumeration purposes.
  • Traveled door-to-door in assigned communities and requested participation in census interview, clearly explaining process and purpose.
  • Walked door to door and collected demographic information.
  • Maintained accurate records of completed surveys, contact information, and other relevant data as required by the project scope.
  • Utilized mapping tools and GPS technology efficiently for accurate tracking of covered areas during enumeration activities.
  • Maintained records of houses visited, surveys completed and money spent.
  • Resolved any discrepancies in collected data by cross-referencing records and following up with respondents when needed.

Education

Master of Science - Sociology

Shaheed Zulfikar Ali Bhutto Institute of Science A
Islamabad, Pakistan
05.2001 -

Bachelor of Science - Sociology

Balochistan University Of Information Technology,
Quetta, Balochistan, Pakistan
05.2001 -

Intermediate - ICS

Pak-Turk International Schools And Colleges System
Islamabad, Pakistan
05.2001 -

High School Diploma -

Pak-Turk International Schools And Colleges System
Islamabad, Pakistan
05.2001 -

Skills

Customer Satisfaction

Documentation Review

Validation Protocols

Defect tracking

Test Planning

Quality Management System

Auditing Techniques

Data Collection

Trend Analysis

Asset Utilization

Relationship Building

Accomplishments

- Attended a two days’ workshop on “Access to Quality and Life Program for People Living with HIV/AIDS, Youth, Transgender, Vulnerable Population and High Risky Behaviors in Baluchistan” organized by YAD at Baluchistan Boy scout’s association Quetta, 23rd June 2020.

- Attended a training program on “Amendment of CMRA 1929, National Strategy, and National Action Plan; Country Analysis & Project Replication End Early/Forced Marriages” at BBSA Quetta, 2019.

- Attended a conference on “Advances in Engineering & Technology” at BUITEMS (2-3 April, 2018)
- Attended a Conference on “Migration, Integration and Social Cohesion” at BUITEMS (19-20 December, 2017)
- Attended 5 days training at BRSP, TOT in Community, Leadership and Management Skills (8 Jan, 2021)


Additional Information

- Attended a two days’ workshop on “Access to Quality and Life Program for People Living with HIV/AIDS, Youth, Transgender, Vulnerable Population and High Risky Behaviors in Baluchistan” organized by YAD at Baluchistan Boy scout’s association Quetta, 23rd June 2020.
- Attended a training program on “Amendment of CMRA 1929, National Strategy, and National Action Plan; Country Analysis & Project Replication End Early/Forced Marriages” at BBSA Quetta, 2019
- Attended a conference on “Advances in Engineering & Technology” at BUITEMS (2-3 April, 2018)
- Attended a Conference on “Migration, Integration and Social Cohesion” at BUITEMS (19-20 December, 2017)
- Attended 5 days training at BRSP, TOT in Community, Leadership and Management Skills (8 Jan, 2021)

Certification

Merit scholarship (Position holder)

Research

Final year project (Thesis) “Women empowerment and political mobilization; A case study of Quetta city”

Timeline

Customer Sevice Executive

Abacus Consulting BPO Division
04.2022 - Current

Social Mobiliser

Youth Association For Development
01.2019 - 03.2022

Coordinator

NIC
06.2018 - 01.2020

Enumerator

PIDE SSP Program
01.2016 - 01.2018

Master of Science - Sociology

Shaheed Zulfikar Ali Bhutto Institute of Science A
05.2001 -

Bachelor of Science - Sociology

Balochistan University Of Information Technology,
05.2001 -

Intermediate - ICS

Pak-Turk International Schools And Colleges System
05.2001 -

High School Diploma -

Pak-Turk International Schools And Colleges System
05.2001 -

Quality Assurance Executive

Insyncs Telemarketing

Similar Profiles

CREATE PROFILE
Aliza AshrafCustomer Service Executive