Amna Hanif
Quality Assurance Executive (Customer Success And Insights)
Lahore
Summary
A results-driven professional with strong problem-solving, critical thinking, and communication skills, known for team collaboration and adaptability, adept at using analytical and innovative solutions for success.
Overview
3
3
years of professional experience
5
5
years of post-secondary education
6
6
Certifications
2
2
Languages
Work History
Quality Assurance Executive
Ibex
Lahore, Punjab
11.2023 - Current
- To make sure quality, compliance, and customer satisfaction standards are fulfilled, conduct regular audits of customer interactions (calls, chats, and emails).
- Make thorough QA scorecards based on changing company KPIs and customer expectations.
- Work together with the Product, Training, and Customer Success teams to share ideas and promote practical enhancements.
- Examine patterns in customer feedback and QA assessments to inform process changes and customer journey improvements.
- Track important indicators (CSAT, FCR, NPS, and CES) and provide leadership with weekly insights and suggestions.
Customer Support Executive
Ibex
Lahore, PB
11.2023 - 09.2024
- Improved customer satisfaction by efficiently addressing and resolving inquiries, concerns, and complaints.
- Listened to customers' questions and concerns to provide answers or responses.
- Provided excellent customer service by efficiently resolving issues and responding to inquiries.
- Managed 70 % of high-stress situations effectively while maintaining a calm demeanor and providing empathetic support to customers facing challenges or frustration.
Internship Trainee
The Bank of Punjab
06.2022 - 07.2022
- Improved customer service by facilitating account documentation, working with cross-functional teams, demonstrating excellent communication, and maintaining data analysis for customer documentaries and requirements using Oracle and MS Suite
Internship Experience UK
Bright Network
07.2022 - 07.2022
- The individual gained a comprehensive understanding of the UK financial services industry through workshops, seminars, and simulations, while also exploring the impact of technology on the sector.
Education
Masters - Human Resource Management
Institute of Administrative Sciences, University of The Punjab
Lahore, Punjab, Pakistan 09.2023 - Current
Bachelors in Commerce - HRM Specialization
Hailey College of Commerce, University of The Punjab
Lahore, Punjab, Pakistan 10.2019 - 07.2023
Skills
Problem-solving
Analytical mindset
Team work and Collaboration
Adaptability and Flexibility
Research and Interpersonal Skills
undefinedWebsites
Certification
Data Analytics and Business Intelligence, 06/23 - 10/23, Learned Microsoft Analytics, Google Analytics, Power BI, R Language, Tableau
Leadership And Extracurricular Activities
- Hailey Entrepreneurial Club, Member and Advisor, 12/21, 08/23
- International Conference on Religion in Business, Moderator and Host at Call for Papers, 2023
- Al-Khidmat Foundation, Volunteer
Timeline
Customer Support Executive
Ibex
11.2023 - 09.2024
Quality Assurance Executive
Ibex
11.2023 - Current
Masters - Human Resource Management
Institute of Administrative Sciences, University of The Punjab
09.2023 - Current
Internship Experience UK
Bright Network
07.2022 - 07.2022
Internship Trainee
The Bank of Punjab
06.2022 - 07.2022
Bachelors in Commerce - HRM Specialization
Hailey College of Commerce, University of The Punjab
10.2019 - 07.2023
Similar Profiles
Joshlynn WrightJoshlynn Wright
Customer Service Specialist at IbexCustomer Service Specialist at Ibex
Muhammad TouheedMuhammad Touheed
Customer Service Representative at IbexCustomer Service Representative at Ibex
Mark Jerome DiosmaMark Jerome Diosma
Customer Service Representative at IBEXCustomer Service Representative at IBEX