Hanaa Khan
Irving,United States
Summary
Hard-working customer service professional with extensive knowledge of service delivery and proven multitasking abilities in the finance and marketing industry. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with an exemplary passion for developing relationships and growing businesses. Dedicated to applying training, monitoring and morale-building abilities to boost performance. An overall solid team player with an outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Associate Customer Service Representative
Wells Fargo
11.2023 - Current
- Ensured compliance with company guidelines regarding data confidentiality when handling sensitive client information during communications or transaction processing purposes.
- Maintained comprehensive knowledge of products and services offered, enabling effective recommendations tailored to individual needs.
- Contributed towards improving procedures to meet and exceed industry service standards by submitting feedback.
- Handled escalated customer complaints professionally, ensuring timely resolution while preserving long-term client relationships.
- Utilized CRM software effectively for efficient tracking of customer interactions and issue resolution progress.
- Managed a high volume of incoming calls (80+), maintaining composure under pressure and providing accurate information to customers.
- Reduced response times with effective time management and prioritization skills.
- Recognized for outstanding performance on multiple occasions, reflecting dedication towards providing top-notch support experiences that build brand loyalty and foster customer retention.
Freelance Graphic Designer
Maresah
10.2022 - 11.2023
- Developed creative design for print materials, brochures, banners, and signs.
- Created engaging social media graphics that drove user engagement and increased online visibility.
- Improved client satisfaction by creating visually appealing and impactful graphic designs for various marketing materials.
- Managed multiple projects simultaneously, ensuring timely completion of deliverables while maintaining high-quality standards.
Client Services Manager
Artha Creative Services
06.2020 - 09.2022
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Collaborated with cross-functional teams to ensure timely delivery of projects, meeting or exceeding client expectations.
- Scheduled and attended meetings with clients and prospective clients as requested.
- Ensuring clients continue to see value in the partnership. - Ensuring that all client interactions and business practices adhere to legal and ethical standards. - Preparing and presenting regular reports on client accounts, including performance metrics, to both internal teams and clients.
- Maintained client files with sales contracts, records of client interactions, client notes, and other information.
- Monitored performance metrics, using data analysis to identify areas of improvement in service delivery and customer experience.
- Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
- Recruited, interviewed and hired employees and implemented a mentoring program to promote positive feedback and engagement.
Education
Bachelor of Business Administration - BBA - Business Management
Amity University
Hyderabad, India06.2023
High School Diploma -
Oakridge International School
Hyderabad, India05.2020
Skills
- Customer Relationship Management
- Conflict Resolution
- Microsoft Office Suite
- CRM Software
- Active Listening
- Problem-solving abilities
- Complaint Handling
- Customer satisfaction measurement
- Product Knowledge
Accomplishments
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
- Conflict Resolution - Responsible for handling customer account inquiries, and accurately providing information to ensure the resolution of product/service complaints and customer satisfaction.
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
Certification
Fidelity Investments - Customer Relationship Advocate Job Simulation
Personal Information
Title: Business Development Manager
Languages
English
Native or Bilingual
Urdu
Native or Bilingual
Arabic
Limited Working
Spanish
Limited Working
French
Elementary
Timeline
Associate Customer Service Representative
Wells Fargo
11.2023 - Current
Freelance Graphic Designer
Maresah
10.2022 - 11.2023
Client Services Manager
Artha Creative Services
06.2020 - 09.2022
Bachelor of Business Administration - BBA - Business Management
Amity University
High School Diploma -
Oakridge International School
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