Huma Zaheer

• Manage an average of 50 client cases per week, ensuring timely and efficient resolution.
• Provide support for all cases and emails related to our products (Capital IQ/Capital IQ Pro).
• Address Product Support cases and bugs in accordance with the PS Guidelines Document.
• Act as a client liaison, offering product walk-throughs and training sessions as needed.
• Deliver high-quality support, by achieving a 100% favorability score.
• Contribute to the training and onboarding process for new hires.
• Keeping the team informed of newly identified issues and share relevant findings with other client-facing teams.
• Assist in creating and updating articles for the Knowledge Base.
• Familiar with Red Flag and Incident logging procedures during downtime; served as a backup during Incident Bridge Calls.
• Suggest improvements for automating and optimizing existing workflows and tasks to increase efficiency.

Certifications obtained:

• Basic Excel/UAT Certifications
• CIQ/CIQ Pro Tech (Basic) Certification
• Knowledge Base Learning Path

• Provided technical support to AT Tech clients via email, chat, or phone for both new and existing users.
• Assisted the AT Medics Team in driving usage growth and expanding the user base.
• Served as the first point of contact for client inquiries regarding training materials.
• Created client-specific user guides and other documentation as needed.
• Addressed incoming client questions and issues promptly.
• Maintained accurate and up-to-date outreach records in Zendesk.
• Collaborated with the Product Operations Team to resolve specific client inquiries.
• Supported internal initiatives focused on improvements and feedback analysis.
• Organized and facilitated training sessions as required.
• Provided back-up support for Development, DevOps teams, and other operational needs.
• Handled compliance tasks and responded to negative reviews for Dr.iQ on the Android Play Store and iOS.

• Monitored all manuscripts and book covers from submission to publication, ensuring they met the specified standards and requirements.
• Thoroughly inspected the publishing process, reviewing results with keen attention to detail.

• Managed customer claims, complaints, billing inquiries, and payment extension/service requests.
• De-escalated angry callers, rebuilt trust, sourced resources for issue resolution, and designed optimal solutions.
• Resolved an average of 150 inquiries per week, consistently meeting performance benchmarks for speed, accuracy, and volume.
• Became the primary "go-to" person for new representatives and handled particularly challenging calls as a mentor and trainer for both new and experienced employees.
• Contributed to the company achieving the highest customer service ratings, earning 100% scores in all categories, including communication skills, listening, problem resolution, and politeness, as evaluated by external auditors.

• Boosted sales from $1,000 to $5,000 within 6 months on the Auto-Insurance project.
• Generated new business opportunities by prospecting, cold calling, and qualifying leads, driving a steady pipeline of potential clients.
• Negotiated contracts and closed sales, consistently meeting or exceeding monthly and quarterly sales targets.
• Collaborated with the marketing team to develop strategies that align with sales goals and increase brand awareness.
• Trained and mentored junior sales team members, sharing best practices and helping to improve team performance.

• Boosted revenue by 50% in the US market for the Solar Campaign.
• Made an average of 350 customer calls daily in the US.
• Generated and nurtured high-quality leads, which were then forwarded to clients.
• Recognized consistently by the Quality Department, maintaining a QC score of 98%.