Summary
Overview
Work History
Education
Skills
Certification
Software
Languages
Timeline
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Hamza Ansari

Summary

Analytical, detailed-oriented professional with 3+ years of extensive experience in Online Sports/Casino Industry. Specialist in my field with exceptional Customer Service skills. Solid team player with outgoing, positive demeanor and motivated to contribute to company success.

Overview

6
6
years of professional experience
1
1
Certification

Work History

Customer Operations Specialist

Fanduel Group
05.2022 - Current
  • Streamlined operations with effective organizational systems for customer inquiries.
  • Boosted team productivity by providing ongoing training and support to fellow specialists and agents.
  • Reduced response times by optimizing internal communication processes among team members through Slack and Salesforce.
  • Managed high volumes of customer inquiries, effectively prioritizing tasks to meet deadlines consistently.
  • Trained staff on operating procedures and company services.
  • Cross-trained and backed up other customer service managers.
  • Collaboration with gaming providers and CRM on a day-to-day basis to ensure all campaigns and incidents are maintained and working properly.
  • Led projects and implementations of internal processes, methodologies and tools to improve business performance.

Customer Service Agent

Fanduel Group
04.2021 - 05.2022
  • Enhanced customer satisfaction by efficiently resolving inquiries and addressing concerns.
  • Maintained a high level of professionalism when interacting with customers, ensuring positive experiences.
  • Utilized strong problem-solving skills to quickly identify and address customer issues.
  • Collaborated with team members to develop innovative solutions for complex customer problems.
  • Expedited resolution times by effectively prioritizing and managing multiple cases simultaneously.
  • Contributed to achieving company goals by consistently meeting or exceeding performance metrics.
  • Handled customer inquiries and suggestions courteously and professionally.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.
  • Participated in team meetings and training sessions to stay informed about product updates and changes.
  • Utilized customer service software to manage interactions and track customer satisfaction.

Digital Cartography Supervisor

RoadBotics By Michelin
06.2018 - 11.2019
  • Enhanced geographic data accuracy by utilizing advanced cartographic techniques and software.
  • Streamlined map production process, resulting in improved efficiency and reduced completion time.
  • Collaborated with public works and engineering teams to develop comprehensive road analysis for various projects.
  • Increased data accessibility by creating user-friendly digital maps and geospatial products for diverse audiences.
  • Trained junior cartographers in advanced mapping software, improving overall team productivity and skills.
  • Contributed to the development of innovative mapping techniques, elevating company standards in digital cartography.
  • Assisted in the implementation of new GIS technologies, leading to more accurate and timely map production.
  • Used basic python engineering codes and tools to analyze, assess, and produce road maps for cities around the world.
  • Reduced employee turnover by fostering a positive work environment and providing ongoing feedback to staff members.
  • Collaborated with other departments to achieve organizational goals, fostering teamwork across various functions.

Education

Bachelor of Science - Business Management

University of Pittsburgh
Pittsburgh, PA
04.2018

Skills

  • Account Management
  • Attention to detail
  • Organizational skills
  • Problem-solving abilities
  • Excellent communication
  • CRM Software
  • Product and Service Knowledge
  • MS Office
  • Project Management Abilities
  • Cross-functional collaboration
  • Customer service orientation
  • Brand Representation

Certification

  • New Jersey DGE Gaming License
  • Illinois Online Sports Wagering License
  • PA Division of Gaming License

Software

Proficient with Microsoft Excel

Experience with Airtable, Google firebase, SQL, Outlook, Quickbooks, Salesforce, Braze, Tableau, Confluence

Slight Experience with Python Coding

Languages

English
Native or Bilingual
Urdu
Native or Bilingual
Hindi
Native or Bilingual

Timeline

Customer Operations Specialist

Fanduel Group
05.2022 - Current

Customer Service Agent

Fanduel Group
04.2021 - 05.2022

Digital Cartography Supervisor

RoadBotics By Michelin
06.2018 - 11.2019

Bachelor of Science - Business Management

University of Pittsburgh

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Hamza Ansari