Sana Hashmi
Rosenberg
Summary
Remote customer service representative specializing in case management and technical support. Proven track record of streamlining processes, enhancing client interactions, and ensuring compliance. Strong communicator with expertise in cross-team collaboration to resolve issues and improve service delivery in fast-paced environments.
Overview
10
10
years of professional experience
Work History
Customer Service Representative
BSWIFT COMPANY
09.2024 - 11.2025
- Provided exceptional customer support using bswift's benefits administration platform, addressing inquiries on health benefits and system navigation.
- Guided clients through enrollment processes, clarifying plan options to enhance understanding and facilitate informed decisions.
- Resolved technical issues, including troubleshooting account management and system functionality to ensure seamless user experience.
- Collaborated with internal teams to resolve escalated issues, achieving timely and accurate resolutions that enhanced customer satisfaction.
- Maintained current knowledge of bswift's services, products, and policies to offer informed solutions and anticipate customer needs.
- Documented customer interactions and tracked feedback to identify recurring issues, contributing to improved service quality.
- Assisted in training new customers for proficiency in using bswift’s software for benefits administration.
- Ensured compliance with company policies while maintaining professionalism in all interactions.
ENGAGEMENT SPECIALIST
CHALLENGER GRAY & CHRISTMAS
06.2024 - 08.2024
- Provided direct support to displaced employees in job searches, resume crafting, and interview preparation.
- Collaborated with career coaches to facilitate effective job transitions through text and Outlook communication.
- Analyzed client priorities and service structures to tailor support effectively.
- Aligned outplacement services with client needs through S-Net Connect (v6), ensuring clear communication.
- Functioned as primary contact for organizations, promoting seamless communication regarding outplacement services.
- Scheduled client appointments with coaches using Google Sheets, improving appointment management.
- Collected service details from multiple sources to enhance client support. from Challenger, Gray & Christmas website, Stacker, and CMS platforms to support client needs.
CASE MANAGER
KELLER POSTMAN LAW FIRM
09.2023 - 02.2024
- Completed Assignment as a Case Manager for USDA Discrimination Financial Assistance Program (DFAP), faced legal challenges concerning allegations of discrimination within its programs. These cases have resulted in settlements addressing historical discrimination against specific groups of farmers.
- Completed Assignment as a Probate Case Manager for Camp Lejeune Act; victims can seek compensation for lost income, pain and suffering, medical costs, and other harms due to water poisoning that began at Camp Lejeune. Victims may now sue the government for injuries they suffered as a result of their exposure to the base’s contaminated water.
- Skills performed on Litify Salesforce: Case Management (created updated, and managed legal cases within Litify ensuring accurate and timely documentation), Case Intake (Collected initial client information and case details for documentation, and Communication Logging (Logged and tracked all forms of communication, including phone calls, emails, and meetings related to the case).
- Communicated with clients to request and review documentation necessary for case advancement.
- Managed communication through various channels, including phone calls, emails, and SMS (text messages), utilizing NIC Contact Software for both inbound and outbound interactions.
- Filed documents in appropriate databases, ensuring all required information and notes were accurately recorded in Salesforce.
- Performed various file maintenance tasks for electronic files in compliance with the firm’s policies, including creating and retrieving files.
- Assist clients with the discovery phase of a case and provide pre-determined answers to their questions, refraining from providing legal advice.
- Participated in virtual meetings with team members to discuss case progress and strategies. on Slack, Teams or Zoom with Team Leads, Senior Case Managers, and Attorneys.
- Ability to maintain confidentiality and exercise discretion and good judgment.
- Proficiency with technology, including computers, software applications, and phone systems.
LEGAL ASSISTANT
DRENDEL & JANSONS LAW FIRM
01.2023 - 03.2023
- Drafted legal memorandums, correspondence, pleadings, and other essential documents to support attorneys in case preparation.
- Analyzed case documents and created concise summaries of relevant facts to inform attorney strategy.
- Scanned and indexed documents into e-discovery database systems.
- Coordinated calendar reminders for upcoming events, hearings, and deadlines to ensure timely preparation and compliance.
- Performed administrative tasks such as photocopying, scanning, faxing, mailing packages.
- Responded to incoming phone calls to provide information to callers or route calls to appropriate parties.
SUPPORT DESK
RACKSPACE
11.2021 - 10.2022
- Diagnosed and resolved customer complaints, implementing corrective actions that improved satisfaction.
- Assisted customers with product selection, ordering, billing, returns, exchanges, and technical support.
- Addressed inquiries via phone, email, or chat, ensuring timely resolutions to enhance customer experience.
- Provided exceptional customer service, effectively resolving complaints to maintain high satisfaction levels.
- Collaborated with sales and customer service teams to efficiently address complex issues.
- Performed diagnostics using technical manuals and event viewer logs to troubleshoot errors.
- Recorded complaints and product deficiencies in the system for accurate tracking.
- Collected customer feedback through surveys to improve service delivery quality.
ADMINSTRATIVE ASSISTANT
GREENLITE EXPRESS INC
09.2018 - 09.2021
- Coordinated shipments with carriers, customers, and vendors to ensure timely delivery and enhance customer satisfaction.
- Organized and prepared documents for meetings, conferences and presentations.
- Composed letters, memos, reports, emails, and presentations for management staff.
- Developed reports and spreadsheets to support managerial decision-making and improve operational efficiency.
- Investigated and resolved customer complaints regarding late or incorrect shipments to maintain service quality.
- Greeted visitors in a professional manner, responding to inquiries and directing them to appropriate personnel.
PASSENGER SERVICE AGENT
EMIRATES / MENZIES AVIATION
07.2015 - 09.2017
- Greeted passengers and assisted with check-in procedures.
- Provided boarding passes and luggage tags to customers.
- Verified identification documents of passengers.
- Ensured compliance with safety regulations and airline policies.
- Resolved customer complaints about flight delays or cancellations, ensuring passenger satisfaction.
- Processed ticketing transactions efficiently, enhancing overall customer experience.
- Assisted disabled passengers during boarding, deplaning, and connecting flights, facilitating smooth travel.
- Worked with personnel in gate area by verifying passenger documents before boarding aircraft.
- Processed various forms of payment and applied travel vouchers to help customers obtain tickets.
Education
Paralegal Certificate - Paralegal Studies
Center of Legal Studies
Houston, TX06-2021
HIGH SCHOOL DIPLOMA -
KLEIN FOREST HIGH SCHOOL
Houston, TX06-2006
Skills
- Benefits enrollment support
- Salesforce management
- Technical support
- Case documentation
- Documentation compliance
- Client support
- Customer communication
- Organizational communication
- Scheduling coordination
- Microsoft Office proficiency
- Remote productivity
- Collaboration skills
- Effective communication
Timeline
Customer Service Representative
BSWIFT COMPANY
09.2024 - 11.2025
ENGAGEMENT SPECIALIST
CHALLENGER GRAY & CHRISTMAS
06.2024 - 08.2024
CASE MANAGER
KELLER POSTMAN LAW FIRM
09.2023 - 02.2024
LEGAL ASSISTANT
DRENDEL & JANSONS LAW FIRM
01.2023 - 03.2023
SUPPORT DESK
RACKSPACE
11.2021 - 10.2022
ADMINSTRATIVE ASSISTANT
GREENLITE EXPRESS INC
09.2018 - 09.2021
PASSENGER SERVICE AGENT
EMIRATES / MENZIES AVIATION
07.2015 - 09.2017
Paralegal Certificate - Paralegal Studies
Center of Legal Studies
HIGH SCHOOL DIPLOMA -
KLEIN FOREST HIGH SCHOOL