Summary
Overview
Work History
Education
Skills
Websites
Certification
Timeline
Generic
ANSA WASEEM

ANSA WASEEM

OLD BRIDGE

Summary

Dynamic Customer Success Specialist with a proven track record at The College Board, excelling in Salesforce and customer relationship management. Recognized for enhancing client engagement and driving revenue growth through effective contract negotiations. Adept at technical troubleshooting and fostering strong relationships, consistently achieving high satisfaction scores.

Overview

7
7
years of professional experience
1
1
Certification

Work History

Customer Success-Onboarding Specialist

The College Board
02.2024 - Current
  • Supporting 150+ districts, schools, and academies participating in the 2024–25 and 2025–26 AP Career Kickstart Pilot Program, ensuring smooth implementation and ongoing engagement.
  • Creating comprehensive Pre-AP support documentation to streamline internal processes and enhance customer self-service resources.
  • Managing Pre-AP and Springboard orders for over 90 schools across Texas, Arkansas, Colorado, New Mexico, and international regions, including China, Saudi Arabia, and Kuwait.
  • Initiating and managing contracts for SWRO and IRO districts and schools, including more than 50 districts and more than 100 schools, aligning with fiscal year budget schedules.
  • Negotiating contract renewals and upgrades with major clients, such as Houston ISD, IDEA Public Schools, and La Joya ISD, contributes to revenue growth.
  • Identifying 30+ opportunities to improve customer relationships through system enhancements, training, and feedback loops.
  • Handling 20+ onboarding cases for Pre-AP, Springboard, AP Seminar, and State and District Partnership (SDP), consistently meeting SLAs.
  • Collaborating cross-functionally with teams, including Pre-AP Professional Learning, Tech, Contract Management, Finance, and Implementation, to resolve complex issues.
  • Leading outreach for Pre-AP Test Center renewals and intake, ensuring seamless coordination.
  • Maintaining strong relationships with Pre-AP Coordinators, Principals, and Course Audit Administrators, ensuring timely case resolution.
  • Excelling as a top performer in the Pre-AP and Springboard department, consistently exceeding performance metrics.
  • Supporting finance operations by adjusting opportunities for central billing and generating accurate reports and dashboards in Salesforce.
  • Coordinating budget schedules and logistics for AP, Pre-AP, Professional Learning, and Summer Institutes.
  • Providing internal and external updates on customer inquiries and trends, contributing to strategic decision-making.
  • Demonstrating strong organizational skills while managing multiple projects independently and collaboratively.
  • Using Microsoft Office tools (PowerPoint, Word, Excel) to support reporting and presentations.

Customer Care Specialist

Sandoz Pharmaceuticals
08.2023 - 01.2024
  • Company Overview: A recognized pharmaceutical organization.
  • 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.
  • A recognized pharmaceutical organization.

Customer Support- Onboarding Specialist

Discovery Education-DreamBox Learning
05.2023 - 10.2023
  • 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 to complete all tasks within deadlines.

Freelance Consultant

Fiverr
06.2018 - 05.2023
  • 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.

Technical Support Specialist

AnswerNet
04.2020 - 04.2022
  • 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.

Education

Bachelor of Science - Computer Science

International Islamic University Islamabad
Islamabad
06.2017

Skills

  • Salesforce
  • Contract management and enrollments
  • Email support
  • Customer relationship management (CRM)
  • Technical troubleshooting
  • Ticket support management (Zendesk, Freshdesk, Intercom)
  • Microsoft Office
  • Content writing (blog, articles, reports)
  • Basic IT support
  • Call center operations
  • Hardware and software configuration
  • Online chat support

Websites

Certification

Project Management Foundations, NASBA and Project Management Institute (PMI), 2023

Timeline

Customer Success-Onboarding Specialist

The College Board
02.2024 - Current

Customer Care Specialist

Sandoz Pharmaceuticals
08.2023 - 01.2024

Customer Support- Onboarding Specialist

Discovery Education-DreamBox Learning
05.2023 - 10.2023

Technical Support Specialist

AnswerNet
04.2020 - 04.2022

Freelance Consultant

Fiverr
06.2018 - 05.2023

Bachelor of Science - Computer Science

International Islamic University Islamabad

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