NIDA INTZAR
Auditor And Trainer
Karachi
Summary
Dynamic professional with a strong foundation in communication and collaboration, complemented by expertise in payroll and benefits administration, along with a comprehensive understanding of state and federal HR laws. Proficient in MS Office and ATS systems, with a proven track record of delivering strategic initiatives. Demonstrated aviation and ticketing skills include effectively addressing customer inquiries, resolving complaints, and providing tailored travel solutions. Commitment to exceptional customer service is underscored by strong organizational abilities, multitasking capabilities, and a collaborative team-oriented approach.
Overview
8
8
years of professional experience
2
2
Certifications
2
2
Languages
Work History
Auditor and Trainer At U.S Visa Consular Services
AEG Travel Services
07.2022 - Current
- Monitor and coach/mentor agents on a daily, weekly, and monthly basis to achieve quality improvements.
- Assist in developing and streamlining quality procedures.
- Maintain quality reports at the agent, team, and program levels.
- Provide written or verbal feedback (Quality Monitoring) to agents.
- Achieve the minimum production target on a weekly basis to stay in touch with the product.
- To participate in all front-line activities to maintain and enhance knowledge of the product.
- Meet or exceed targets as set by the client or business.
- Maintained confidentiality, handling sensitive information discreetly throughout all stages of the audit process.
- Performed observations and evaluated supporting documents to supplement audit findings.
- Provided detailed documentation on audit findings, facilitating swift corrective action when necessary.
- Managed multiple concurrent audit engagements, prioritizing tasks to meet deadlines without compromising quality.
- Conducted risk assessments to determine areas requiring increased focus during subsequent audits.
- Ensured compliance with regulatory requirements by performing regular audits and staying up-to-date on industry standards.
- Mentored junior auditors, sharing knowledge and best practices to foster their professional growth within the team.
- Facilitated virtual, in-person and blended learning sessions.
- Reduced the risk of fraud by implementing effective internal controls and monitoring systems.
- Identified control gaps in processes, procedures and systems through in-depth research and assessment and suggested methods for improvement.
- Initiated corrective actions to address audit findings, improving internal control systems.
- Optimized resource allocation during audit projects, maximizing team productivity and effectiveness.
- Trained new employees on accounting principles and company procedures.
- Enhanced training accessibility, converting traditional materials into e-learning formats.
- Developed and executed performance management programs to increase employee engagement and productivity.
U.S. Visa Consular Service Help Desk
AEG Travel Services
06.2021 - 06.2022
- Manage large amounts of inbound calls in a timely manner.
- Identify customers' needs, clarify information, research every issue and provide solutions and/or alternatives.
- Keep records of all conversations in our call center database in a comprehensible way.
- Excellent communication skills, both verbal and written.
- Proven ability to learn quickly and adapt to new situations.
- Skilled at working independently and collaboratively in a team environment.
- Passionate about learning and committed to continual improvement.
- Managed time efficiently in order to complete all tasks within deadlines.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Strengthened communication skills through regular interactions with others.
- Learned and adapted quickly to new technology and software applications.
- Resolved problems, improved operations and provided exceptional service.
- Proved successful working within tight deadlines and a fast-paced environment.
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
- Participated in team projects, demonstrating an ability to work collaboratively and effectively.
Ticketing Agent
Right Way Air Travel & Tour
01.2019 - 01.2020
- Passenger Service, Communication Skills, Cash Handling, Assembly Line, Youth Worker, Interpersonal Skills and Customer Service.
- Ensured timely resolution of any discrepancies found within booking systems, maintaining accurate records for future reference and analysis.
- Kept current on airline policies and procedures to provide accurate information to passengers at all times.
- Collaborated with colleagues to maintain a consistently high level of service across all departments.
Customer Complain Record Officer
ENGRO Fertilizer
01.2018 - 01.2019
- Resolve customer complaints and ensure calls are handled in a professional and prompt manner.
- Dispatched customers to the correct department when needed.
- Can utilize upselling prowess to sell additional products to customers or clients after providing assistance.
- Coordinated cross-functional teams to address complex issues, leading to more efficient problem-solving processes.
- Enhanced communication between team members by organizing regular meetings and fostering open dialogue.
- Coordinated operations with other emergency service groups.
- Generated reports detailing findings and recommendations.
- Conducted regular reviews of operations and identified areas for improvement.
Education
Bachelors - Business Administration
KHADIM ALI SHAH BUKHARI INSTITUTE OF TECHNOLOGY - KASBIT
01.2023
Skills
Management Skills
Certification
Pakistan International Airlines Taining Center
Timeline
Leadership Award The Bureau of Consular Affairs Recognizes U.S Consulate Karachi
12-2023
Auditor and Trainer At U.S Visa Consular Services
AEG Travel Services
07.2022 - Current
U.S. Visa Consular Service Help Desk
AEG Travel Services
06.2021 - 06.2022
Ticketing Agent
Right Way Air Travel & Tour
01.2019 - 01.2020
Pakistan International Airlines Taining Center
03-2018
Customer Complain Record Officer
ENGRO Fertilizer
01.2018 - 01.2019
Bachelors - Business Administration
KHADIM ALI SHAH BUKHARI INSTITUTE OF TECHNOLOGY - KASBIT
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