Ansa Waseem

• Demonstrating expertise in College Board policy and processes, specifically assigned to Pre-AP Program, to effectively resolve customer inquiries through superior case management.
• Efficiently managing 20+ cases for pre-onboarding and post-onboarding Pre-AP, SpringBoard & AP Seminar, consistently meeting service level agreements(SLA)
• Placing Pre-AP and SpringBoard orders for more than 90+ schools in Texas, Arkansas, Colorado and New Mexico.
• Cultivating and maintaining strong customer relationships with Pre-AP Coordinator, Principal and Course Audit Administrator, ensuring timely resolution of all cases.
• Proven track record in building and managing customer relationships for both Pre-AP and SpringBoard, ensuring high-quality support and timely case resolution within service level agreements.
• Leading outreach communication efforts for Pre-AP Test Center renewals and Test Center Intake, ensuring seamless communication and coordination.
• Negotiating contract renewals/upgrades with existing clients leading to increased revenue streams.
• Enhancing team collaboration, sharing best practices and working together to resolve complex issues.
• Recognizing as top performer, consistently meeting or exceeding key performance metrics for Pre-AP and SpringBoard department.
• Assisting management in making informed decisions by providing accurate data analysis results through well-crafted reports.
• Collaborating with cross-functional teams to coordinate budget schedules, Professional Learning, and Summer Institutes for AP and Pre-AP.
• Creating official quotes for over 50 districts and 100 schools, tailored to their fiscal year budget schedules.
• Participating in team meetings and training sessions to stay informed about product updates and changes.
• Coordinating budget schedules throughout the fiscal and academic year to ensure the contract specialist department is kept informed.
• Identifying and implementing 30+ opportunities to enhance customer relationships through optimized systems, training, and feedback mechanisms.
• Providing comprehensive case management updates on customer inquiries and trends, both internally and externally.
• Leveraging data to contribute to the voice of the customer initiative, driving continuous improvement for an optimal customer experience.
• Managing self-assigned 5+ projects arising from digital transformation and organizational changes, demonstrating adaptability and proactive problem-solving.
• Successfully managing and prioritizing multiple projects, demonstrating strong organizational skills and the ability to lead independently and collaboratively.
• Utilizing adept problem-solving skills to inform decisions and actions based on data.
• Effectively navigating and resolving complex customer issues, providing guidance to teammates on intricate cases.
• Proficient in Microsoft Office tools: PowerPoint, Word, and Excel, to support various tasks and projects.

-Provided comprehensive customer service support in a recognized pharmaceutical organization by addressing patient inquiries through various channels, including phone, email, and live chat.

-Dealt with 10+ inbound calls with credit replacements, basic inquiries, adverse event reporting and technical complaints.

-Maintained 15+ medical complaints and inquires through various mailboxes and keep a track of requests received by customers and wholesalers.

-Utilized Salesforce case management to efficiently and effectively handle customer inquiries and maintain detailed records of interactions.

-Maintained and upholding excellent quality standards, ensuring strict adherence to approved materials and guidelines.

-Accurately collected program-specific information and enter data into designated program databases.

-Responded to customer product inquiries in accordance with company policy, utilizing approved FAQs and discussion guides.

- Demonstrated effective communication and tele-management skills, engaging with callers empathetically and facilitating their understanding of medical terminology when necessary.

- Identified and process potential Adverse Events and Technical Complaints following our Client’s Working Practice Documents (WPDs) with proficiency in Salesforce case management.

- Adhered to all Privacy/Security procedures outlined in applicable WPDs.

-Ensured strict compliance with company policies, Standard Operating Procedures (SOPs), and Working Procedures.

-Displayed flexibility within the department, performing administrative and non-telecommunication duties as required to maximize efficiency.

-Identified and triage customer escalations, collaborating with other functions to achieve compliant solutions and resolutions.

• Reviewing, validating, cleaning, processing and troubleshooting daily roster updates effectively by using Learning Management System (LMS)
• Collaborated with cross-functional teams to identify and troubleshoot technical issues related to Confluence, ensuring smooth operations.
• Successfully managed and administered Confluence, the collaborative platform by Atlassian, to facilitate seamless team collaboration and knowledge sharing.
• Maintaining customer satisfaction with forward-thinking strategies focusing on addressing School Districts needs and resolving concerns
• Managing rosters, customers onboarding inquiries and ongoing support for an Ed Tech platform
• Helping 20+ Districts and their schools every day with positive attitude and focus on students and educators satisfaction
• Multitasking to handle diverse customer needs in high-volume Salesforce setting, prioritizing tasks to keep up with challenging deadlines
• Delivering exceptional first-time rostering experiences to new/onboarding customers/Districts nationwide
• Enhancing the efficiency and effectiveness of digital learning for all stakeholders involved and signed up through Clever & ClassLink.
• Responding to 20+ customer calls, emails and live chats within Salesforce to answer questions about products and services
• Activating 500+ classes of different Districts and their schools on daily basis
• Serving 50+ District's to maintain their account and their technical needs
• Managing 30+ daily calls, consistently meeting productivity and quality targets/metrics
• Completing 20+ ARM (Automated Roster Manager) Files and 10+ Deltas job per day with 90% accuracy and consistently maintaining high Districts satisfaction scores
• Tracking 20+ Salesforce cases daily and updating service software with customer information
• Offering advice and assistance to District Owners, paying attention to their license renewal and activation needs or wants
• Participating in team meetings and training sessions to stay informed about product updates and changes.
• Managing time efficiently in order to complete all tasks within deadlines.

• Used Microsoft Word, Google Docs and SharePoint to store and share created documents.
• Added keywords, meta descriptions and alt image tags to increase SEO presence.
• Coordinated with marketing and design teams to illustrate articles and develop graphics.
• Created monthly Excel spreadsheets to manage client projects and deadlines.
• Utilized exceptional writing, editing, and proofreading skills to produce engaging and error-free content.
• Edited and proofread content to confirm proper grammar, quality and consistency with AP style.
• Completed thorough research into assigned topics.
• Developed creative design for print materials, brochures, banners, and signs.
• Designed website layouts, templates, and unique branded looks.
• Performed ongoing keyword discovery, expansion and optimization to increase organic search footprint and drive relevant site traffic.
• Researched and implemented search engine optimization recommendations in accordance with development methodology.

• Provided high-level technical support by resolving inquiries by phone, e-mail and web consistent with department and team service levels and goals
• Scheduled follow up calls with potential customers to gain interest in scheduling appointments.
• Screened potential customers to determine interest and requirements for products and services of company.
• Utilized CRM system to track and manage leads, keeping appointments organized.
• Received 50+ in-bound calls and initiated 40+ out-bound daily calls to introduce customers to products and services offered
• Assisted customers in identifying issues and explained solutions to restore service and functionality
• Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones
• Responded to 20+ support requests from end-users and patiently walked individuals through basic troubleshooting tasks on daily basis
• Collaborated with supervisors to escalate and address customer inquiries or technical issues
• Documented support interactions for future reference
• Answered phone calls and answered questions from potential customers.
• Handled complaints and questions, and re-directed calls to other team members