Kulsum Hassan
Summary
Encouraging leader and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
11
11
years of professional experience
Work History
Director of Patient Success
SiteRx
New York, NY
06.2020 - Current
- Facilitated cross-functional collaboration for improved decision-making processes within the organization.
- Increased company revenue by streamlining processes and implementing ideas to improve shareholder satisfaction.
- Demonstrated a high level of initiative and creativity while tackling difficult tasks.
- Developed strong communication and organizational skills through working on group projects.
- Acted as a team leader in group projects, delegating tasks and providing feedback.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Managed budgets effectively to ensure optimal use of resources while maintaining financial stability.
- Established a culture of continuous improvement by fostering open communication channels and empowering employees to voice their ideas.
- Evaluated employee performance objectively using established metrics, leading to fair compensation adjustments based on meritocracy principles.
- Improved project efficiency with strategic planning, resource allocation, and time management practices.
- Monitored office workflow and administrative processes to keep operations running smoothly.
- Boosted patient satisfaction rates through exceptional relationship management and prompt resolution of issues.
- Trained and guided team members to maintain high productivity and performance metrics.
- Scheduled employees for shifts, taking into account call volume and employee strengths.
- Enhanced team collaboration through regular communication, goal setting, and performance evaluations.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
Attractions Coordinator
The Walt Disney Company
Orlando, FL
04.2018 - 06.2020
- Operated rides and attractions according to written guidelines to reduce injuries.
- Analyzed visitor feedback data to identify areas for improvement in attraction offerings and operations.
- Set up promotional displays and equipment for special events and activities.
- Provided exceptional customer service by addressing guest concerns and resolving issues promptly.
- Promoted safety of visitors and mitigated liability risks by monitoring recreation areas, enforcing rules and safety policies.
- Followed posted height and age restrictions and denied access to attraction for guests under minimum requirements.
- Reduced wait times at popular attractions by optimizing scheduling and staff allocation strategies.
- Built and established positive relationships with patrons, team members and supervisors.
- Improved overall attractions safety with thorough daily inspections and maintenance tasks.
- Implemented effective crowd control measures during peak periods to maintain a positive environment.
Customer Service Representative
TurboTax
Remote
01.2016 - 10.2017
- Handled customer inquiries and suggestions courteously and professionally.
- Responded to customer requests for products, services, and company information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Educated customers about billing, payment processing and support policies and procedures.
- Met customer call guidelines for service levels, handle time and productivity.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Customer Service Representative
Agero
Remote
08.2013 - 10.2015
- Demonstrated empathy towards distressed callers, providing reassurance and clear instructions for resolving their issue.
- Assisted motorists with various vehicle issues such as flat tires, dead batteries, and lockouts, helping them get back on the road quickly.
- Established strong relationships with local service providers to ensure prompt response times during emergencies.
- Met customer call guidelines for service levels, handle time and productivity.
- Enhanced customer satisfaction by providing timely and efficient roadside assistance services.
- Utilized GPS technology to accurately locate stranded motorists for faster response times.
Education
BBA -
Universidad Santa Maria La Antigua
Panama Skills
- Employee Scheduling
- Operations Management
- Budget Management
- Business Growth Initiatives
- Hiring and Onboarding
- Creativity and Innovation
- Performance Evaluation and Monitoring
- Customer Service Management
- Resource Allocation
Languages
Spanish
Native or Bilingual
Hindi
Native or Bilingual
Urdu
Full Professional
Timeline
Director of Patient Success
SiteRx
06.2020 - Current
Attractions Coordinator
The Walt Disney Company
04.2018 - 06.2020
Customer Service Representative
TurboTax
01.2016 - 10.2017
Customer Service Representative
Agero
08.2013 - 10.2015
BBA -
Universidad Santa Maria La Antigua