Afshan Haque
Ewing,NJ
Summary
Organized and successfully managed multiple priorities with a positive attitude. Willingness to take on added responsibility to meet team goals. Accomplished Senior Resolution Process Coordinator with expertise and experience best performance, efficiency and value to customers. Take initiative and provides end to end solutions. Excellent interpersonal and communication skills to established and maintain effective relationship with internal and external stakeholders.
Overview
9
9
years of professional experience
Work History
Senior Resolution Process Coordinator
Educational Testing Services
11.2019 - Current
- Managed to resolve misadministration issues during the test administration of SAT (Standardized Aptitude Test)
- Processed operations of Pre/Post test administration for students with disabilities who test with accommodations.
- Strategically analyzed that Test locations are secured for accommodated students for upcoming testing.
- Collaborated with two other managements to train Agent staffs on operating procedures and company services.
- Liaised with other departments to mentor the staff to stay updated on new products services and policies.
- Identified opportunity for caused savings by analyzing existing procedures and reallocating resources more efficiently.
- Overcame the challenges posed by tight deadlines and resource constraints by devising innovative strategies for streamlining processes.
- Contributed significantly towards achieving company-wide sustainability targets through careful management of energy consumption in the workplace.
- Conducted root cause analyses to address recurring issues within the manufacturing process, developing long-term solutions for improved performance.
Problem Resolution Representative
Educational Testing Service Inc.
09.2017 - 10.2019
- Escalated critical issues promptly to appropriate departments for swift resolution, minimizing negative impact on customer experience.
- Assisted colleagues facing difficulties in case handling by sharing insights from past experiences or offering guidance on specific procedures.
- Balanced multiple tasks simultaneously while maintaining focus on priority issues, ensuring timely resolutions without compromising quality of service provided.
- Ensured compliance with company policies and procedures during interactions.
- Collaborated with team members to identify root causes of recurring issues and develop long-term solutions.
Process Coordinator
Adecco Staffing/Education Testing Services
01.2015 - 07.2017
- Received training on operating procedure and company services.
- Developed highly empathetic customer relationship & earned reputation for exceeding service standard goals.
- Improved operational efficiency through regular monitoring, analysis, and adjustment of processes as needed.
- Enter Students Testing issues in Oracle Service Cloud and resolved the irregularities. Documented problems and records solutions offered.
Education
Bachelor of Arts - Psychology
Saint Joseph College
Karachi, Pakistan06.2000
Skills
- Administrative Plannings
- Resolution Management
- Workflow Coordination
- Collaborative leadership
- Product knowledge of Oracle, Excel & word
Languages
English
Full Professional
Urdu/Hindi
Native or Bilingual
Timeline
Senior Resolution Process Coordinator
Educational Testing Services
11.2019 - Current
Problem Resolution Representative
Educational Testing Service Inc.
09.2017 - 10.2019
Process Coordinator
Adecco Staffing/Education Testing Services
01.2015 - 07.2017
Bachelor of Arts - Psychology
Saint Joseph College
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