Salmoon Perviz Bhatti
Quality Assurance Auditor
Lahore, Punjab
Summary
Methodical and detail-oriented Quality Auditor skilled in checking production lines, workers and materials to maintain strict standards. Approaches each stage with systematic and analytical mindset, breaking down processes to identify and correct costly deficiencies. Proven skills in driving important change in production environments.
Overview
5
5
years of professional experience
4
4
years of post-secondary education
3
3
Languages
Work History
Quality Assurance Auditor
Mindbridge
Lahore, Pakistan
02.2023 - Current
- In my role as a QA professional, I have been responsible for ensuring the quality and accuracy of customer interactions and support processes.
- Documentation and Compliance Audits: Ensure that all safety-related processes, procedures, and test findings are documented accurately and up to date. Conduct regular compliance audits to ensure that safety standards are met and provide paperwork as proof of compliance with regulatory requirements.
- Incident Management and Investigations: I am involved in the investigation and analysis process in the case of a safety incident or accident. I collaborate with incident response teams to identify root causes, recommend corrective steps, and put preventive measures in place to avoid similar problems in the future.
Customer Support Executive
Mindbridge
Lahore, Punjab
01.2021 - 02.2023
- Keep the team updated on relevant policy changes affecting customers or support processes.
- Handled escalated complex or high- level issues demanding authoritative decisions or resolutions.
- Assisted team members by researching and preparing training on updates and changes.
- Empowered employees to independently resolve problems and disputes.
- Covered daily office workloads through effective staffing and resource coordination.
- Motivated employees to continuously grow knowledge and enhance abilities.
- Improved staff performance through continuous monitoring and training updates.
- Supervised work of office, administrative, and customer services employees to verify adherence to quality standards deadlines, and proper procedures.
- Maintained detailed records of daily support activities and resolutions, documented, researched, and resolved customer service issues.
- Followed up with customers to offer support and check resolution satisfaction.
Customer Support Representative
Mindbridge
Lahore, Punjab
08.2018 - 12.2021
- Handled customer inquiries, billing questions, payments and service requests.
- Anticipated needs and resolved problems to keep customers happy.
- Delivered fast and friendly service regarding questions and service complaints.
- Managed customer calls efficiently in a fast- paced call center environment.
Answered numerous inbound and outbound calls daily to handle various safety related concerns. - De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Education
BBA - Business Analytics
Virtual University of Pakistan
Lahore, Pakistan 01.2019 - 12.2022
Higher Secondary Certificate - FSc Pre-medical Sciences
Pakistan Adventist Seminary School And College
FarooqabadSecondary School Certificate - General Studies
Pakistan Adventist Seminary School And College
FarooqabadSkills
Team management
Jira Service Desk
Leading Meetings
Pivot Tables
Problem Analysis
Collaborative Problem Solving
Reporting & Analysis skills
Google Workspace
Team Management
Presentation Skills
Microsoft Office
Microsoft PowerPoint
Communication Skills
Languages
English
First Language
English
Advanced
C1
Urdu
Proficient
C2
Software
Jira Service Desk
Salesforce
Slack
Genesys PureCloud
C360
Teamdot
Nice Nexidia Analytics
Timeline
Quality Assurance Auditor
Mindbridge
02.2023 - Current
Customer Support Executive
Mindbridge
01.2021 - 02.2023
BBA - Business Analytics
Virtual University of Pakistan
01.2019 - 12.2022
Customer Support Representative
Mindbridge
08.2018 - 12.2021
Higher Secondary Certificate - FSc Pre-medical Sciences
Pakistan Adventist Seminary School And College
Secondary School Certificate - General Studies
Pakistan Adventist Seminary School And College