Zarafshan Yasmeen
Milton,Canada
Summary
Customer-focused and results-driven professional with over 10 years of experience in customer management. Proven expertise in managing escalations, analyzing customer feedback, and implementing strategies to enhance satisfaction and retention. Adept at leveraging data-driven insights and CRM tools to drive continuous improvement and deliver exceptional customer experiences. Committed to fostering strong client relationships and achieving high levels of customer satisfaction.
Overview
23
23
years of professional experience
Work History
Manager Escalations for Intuit Quickbooks Online/Payroll
Arise Virtual Solutions
10.2019 - 07.2024
- Provide superior technical support for Quickbooks and Quickbooks Payroll users as Tier2 SME.
- Handled escalated customer issues that were not resolved by the frontline Tier 1 agents.
- Resolved escalated issues proficiently, providing high-level resolution and ensuring customer satisfaction.
- Coordinate with other teams/departments for research and resolution of customer’s issues.
- Conduct root cause analysis to identify opportunities for improved business processes and procedures and/or gaps in internal processes.
- Utilize Salesforce to log and track cases, maintaining detailed notes on disputes, investigations, and resolutions.
- Review account activity for cross sales opportunities for new products and follow up as appropriate.
Call Centre Agent
Voxdata Solutions Inc. Canada
01.2010 - 03.2010
- Serviced existing customers, promoted financial products, and secured sales, enhancing revenue.
- Worked closely with team members, sharing best practices and strategies to enhance product promotion and customer service quality.
- Secured product sales by effectively addressing customer queries and providing clear, concise product information, contributing to team sales targets.
- Carefully documented customer interactions and sales processes, ensuring accuracy and compliance with company policies and regulations.
Service Manager - Local Corporate Group Team Lead
Citibank N.A. Pakistan CitiService Department- Global Corporate and Investment Bank
06.2002 - 08.2007
- Interact with customers on a daily basis to handle routine banking inquiries and respond to specific inquiries and issues.
- Acknowledge issues and keep customers informed on the status of issues.
- Coordinate with the Bank’s Operations Department for research and resolution of customers’ issues.
- Review account activity for cross sales opportunities for new products and follow up as appropriate.
- Enforced strict compliance with internal and external audit regulations, ensuring 100% adherence to standards.
- Monitored and reconciled account exceptions, maintaining operational accuracy and efficiency.
- Trained new hires and interns, fostering a knowledgeable and efficient team environment.
- To train and assist new hires and Interns.
Customer Satisfaction Coordinator
Citibank N.A. Customer Services Quality Department- Consumer Banking Group
06.2001 - 05.2002
- Compiled monthly Customer Satisfaction Survey reports for management review, leading to actionable insights.
- Analyzed competitor products to identify strengths and weaknesses, informing strategic decisions.
- Conducted market research to assess external market conditions and target demographics for Citibank products.
- Monitored performance at customer contact points, ensuring consistent service quality.
- Led monthly Customer Satisfaction Survey reports, presenting key insights to management for strategic decisions.
- Developed methodologies to identify and address customer dissatisfaction, improving overall customer service quality.
- Worked closely with the marketing team to analyze target markets, aligning Citibank's offerings with customer needs.
Education
Masters of Arts - Economics -
KARACHI UNIVERSITY
Karachi, Pakistan01.2000
Bachelor of Arts (Honors Economics) -
KARACHI UNIVERSITY
Karachi, Pakistan01.1999
Skills
- Customer Relationship management
- Escalation management
- Conflict resolution
- Negotiation skills
- Customer satisfaction
- Technical support
- Training and mentoring
- Time management
- Analytical skills
- Critical thinking
- Initiative
Accomplishments
- Recipient of Citigroup Pakistan‘s Individual performance based “Extra Mile Award” for the year 2007.
- Recipient of Citigroup Pakistan‘s “Surprise Quality Award” for June 2006.
Timeline
Manager Escalations for Intuit Quickbooks Online/Payroll
Arise Virtual Solutions
10.2019 - 07.2024
Call Centre Agent
Voxdata Solutions Inc. Canada
01.2010 - 03.2010
Service Manager - Local Corporate Group Team Lead
Citibank N.A. Pakistan CitiService Department- Global Corporate and Investment Bank
06.2002 - 08.2007
Customer Satisfaction Coordinator
Citibank N.A. Customer Services Quality Department- Consumer Banking Group
06.2001 - 05.2002
Masters of Arts - Economics -
KARACHI UNIVERSITY
Bachelor of Arts (Honors Economics) -
KARACHI UNIVERSITY
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