Javeria Riaz
Austin,TX
Summary
Business Analyst with MBA candidate status in Information Systems (GPA 3.9) and over 4 years of experience in customer operations and data analysis. Expertise in SQL, Power BI, and Excel to generate actionable insights that enhance customer satisfaction and optimize business performance. Demonstrated ability to solve complex problems and communicate effectively, with a strong focus on data-driven decision-making.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Customer Relations Manager
Toyota Eastern Motors
Karachi, Pakistan
01.2018 - 07.2021
- Led a 10+ member team in optimizing customer experience through service recovery initiatives, improving CSAT scores by 20%.
- Designed and implemented customer feedback tracking systems; analyzed trends to support data-driven product and service improvements.
- Collaborated with operations and sales teams to align service delivery with strategic business goals.
- Managed team KPIs and performance metrics; reduced complaint resolution time by 30%.
Customer Relations Executive
Toyota Eastern Motors
Karachi, Pakistan
04.2017 - 01.2018
- Spearheaded cross-departmental weekly Obeya meetings with senior leadership to present actionable insights.
- Conducted root cause analysis on recurring service complaints, identifying systemic issues, and recommending corrective actions.
- Handled high-volume inbound communications, maintaining a 95% satisfaction rate through clear, empathetic communication.
- Logged customer interactions and resolution outcomes in CRM systems to inform future policy updates.
Education
Master of Business Administration -
University of Toledo
Toledo, OH12.2025
Bachelor of Business Administration -
Iqra University
Karachi05.2017
Skills
- Data analysis and reporting (SQL, Excel)
- Data visualization (Power BI, dashboards)
- Agile methodologies
- Customer relationship management
- Operational efficiency
- Strategic problem solving
- Microsoft Power BI
- Microsoft Excel (PivotTables, VLOOKUP)
Languages
- English
- Urdu
Certification
- LinkedIn: Learning Power BI Desktop — Proficient in data analysis, visualization, and report building using Microsoft Power BI
- LinkedIn: SQL for Data Analysis — Skilled in SQL querying, data extraction, and analysis for business insights
- Linkedin: Agile Foundations
References
References available upon request.
Timeline
Customer Relations Manager
Toyota Eastern Motors
01.2018 - 07.2021
Customer Relations Executive
Toyota Eastern Motors
04.2017 - 01.2018
Master of Business Administration -
University of Toledo
Bachelor of Business Administration -
Iqra University
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