MARZANA ZAMAN
Glen Oaks,NY
Summary
Customer Service Specialist with a proven track record of effectively managing customer inquiries, resolving conflicts, and providing solutions to enhance customer satisfaction. Strong communication skills coupled with the ability to handle multiple tasks simultaneously have consistently improved operational efficiency. Noted for fostering positive relationships with customers by understanding their needs and delivering timely service.
Overview
9
9
years of professional experience
Work History
Customer Service Specialist
J1 Drivers Training Center
Queens, New York
12.2021 - Current
- Lead a team of five-member professionals and provided coaching, mentorship, and training, resulting in improved team morale.
- Developed and implemented a performance management system that resulted in an increase in employee productivity and a reduction of turnover rate.
- Streamlined operations by implementing an automated onboarding process, reducing new hire paperwork processing time by 50%, and increasing employee satisfaction ratings by 30%.
Team Leader - Operations
St. John’s University
New York, NY
05.2022 - 08.2022
- Experienced creating and managing project plans and responsible for overseeing front end operations which includes resolving guest issues and managing front end visual merchandising
- Responsible for working with the functional groups to assemble the project staff, eligibility of proficient virtual understanding of the given research company (Enterprise)
- Took responsibility for end-to-end solution delivery, ensuring timely delivery of high-quality project deliverables through effective team communications and focus on quality
- Maintaining optimistic attitude during teamwork requirements
- Enhanced virtual/E-learning procedures due to the pandemic event changes
- Boost in online communication skills
- Qualitative and quantitative ways of counterbalancing crucial factors such cost, materials, location.
Digital Operations Coordinator
Yaried
Muscat, Oman
07.2019 - 09.2019
- Created presentations to explain project evolution, progress and documented success criteria and monitor predictive model effectiveness
- Prepared activity and progress reports and assure the viability, functionality and effectiveness of project deliverables, and created report on Candidates/Clients
- Provided timely and accurate response by creating standard methods to different parties and maintained individual communication with Candidates/Clients
- Involved in Digital Editing
- Amplified Data visualization and Analytical skills to assess information to prepare management reports.
Reporting Analyst
Shell
Muscat, Oman
06.2015 - 11.2016
- Record Inventory levels
- Order and record price differences
- Prepare daily pump, sales, and cash reconciliation reports
- Handle supply shortages at any uncertain situations.
Education
STEM MBA (Minor- Business Analytics and Information’s Systems) -
St. John’s University
New York, NYBSc with Honors in Business and Management -
University of Bradford
England, UKSkills
- Complaint resolution
- Customer Order Management
- Account Management
- Conflict Mediation
- Telephone Etiquette
- Complaint Handling
- Project Management
- Problem Resolution
- QC
- Customer Relations
- Customer Relationship Management
- Microsoft office
- Team Leader
- Time Management
- Attention to Details
- Critical Thinking
- Adaptability
Undergraduate Research Project
Impact of Rewards on Employee Motivation- an explanatory study of the Petroleum Industry in Oman, Usage of quantitative analysis method, SPSS, United Nations- SDGS, literature review, theoretical framework, questionnaire, sample size and technique, personalized research model and hypothesis, correlation coefficients, simple and multi regression, demographic profile with variables
Technology
.NET, Web 2.0, Mac OS, Office 365, Windows, SQL, SQL, Access, VISIO, MS OFFICE, Microsoft Project
Languages
Arabic
Professional
Bengali
Native/ Bilingual
Hindi
Full Professional
Urdu
Full Professional
Timeline
Team Leader - Operations
St. John’s University
05.2022 - 08.2022
Customer Service Specialist
J1 Drivers Training Center
12.2021 - Current
Digital Operations Coordinator
Yaried
07.2019 - 09.2019
Reporting Analyst
Shell
06.2015 - 11.2016
STEM MBA (Minor- Business Analytics and Information’s Systems) -
St. John’s University
BSc with Honors in Business and Management -
University of Bradford
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