Asha Osman
Forney,TX
Summary
Foster exceptional client relationships by proactively addressing their needs, managing accounts, processing transactions, and resolving issues with a commitment to high-quality service and regulatory compliance. Continuously enhance service delivery and client satisfaction through meticulous performance tracking and effective collaboration with internal teams.
Overview
6
6
years of professional experience
Work History
Banking Operations Specialist
Lively Inc
2021.09 - Current
- Customer Support: Responding to Inquiries: Address customer inquiries promptly and professionally using CRM tools, phone, and email.
Escalation Management: Skillfully triage issues, escalate as needed, and mitigate risks to ensure customer satisfaction and resolution.
- Case Management: Daily Case Completion: Follow standard procedures to resolve daily cases and ensure compliance with SLAs.
Service Levels: Strive to exceed established performance metrics to prevent revenue losses and maintain high customer satisfaction.
- Trend Analysis & Improvement: Identify Trends: Monitor and analyze patterns in customer issues to propose actionable improvements.
Advocacy: Represent the seller community’s interests by suggesting enhancements to policies and product features.
- Collaboration & Documentation: Bug and Feature Reporting: Accurately document and follow up on product bugs and feature requests with relevant teams.
Content Improvement: Offer suggestions to enhance Support Center content and improve macros for better user guidance.
- Regulatory Compliance: BSA/AML Responsibilities: Engage in ongoing training to stay updated on BSA/AML requirements and perform related tasks as necessary.
- Remote Work: Effective Remote Collaboration: Utilize internal communication tools and video conferencing to collaborate effectively with team members.
Client Service Manager
Swanson Health
2019.01 - Current
- Manage customer relationships and resolve complex issues.
- Lead and mentor the customer service team.
- Monitor and improve service quality metrics.
- Maintain extensive product knowledge and ensure team is well-informed.
- Collaborate with other departments to enhance customer experience.
- Ensure compliance with health supplement industry regulations.
- Analyze customer feedback and prepare performance reports for management.
- Identify and implement process improvements to increase efficiency.
Education
High School Diploma -
Moorhead High School
Moorhead, MN01.2018
Skills
- Cash Management
- Business process improvement
- Payment Processing
- Credit analysis
- Communication Skills
- Analytical Abilities
- Attention to Detail:
- Adaptability
- Customer Focus
Somali
I am fluent in Somali and can provide translation services. English is my second language, and I am proficient in it as well.
Languages
Arabic
Native or Bilingual
Timeline
Banking Operations Specialist
Lively Inc
2021.09 - Current
Client Service Manager
Swanson Health
2019.01 - Current
High School Diploma -
Moorhead High School
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