Sarah Hashmi
Anna,TX
Summary
Strong communicator and client-focused professional with a passion for delivering exceptional customer experiences. Seeking a challenging role to leverage extensive APM Product knowledge, creative problem-solving skills, and project management skills to drive customer satisfaction, retention, and overall business growth.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Product Success Manager
AppFolio Property Manager
2022.04 - Current
- Boosted customer satisfaction, adoption and retention by implementing personalized success strategies, proactive account management and timely issue resolutions.
- Drove the 2021 low adoption motion for DAS
- Collaborated cross-functionally with GPS, product and analytics teams to design and implement innovative solutions related to the DAS initiative, providing insight into customer needs and metrics.
- Monitored metrics and provided expert and personalized guidance on product features and best practices, empowering clients to maximize their investments.
- Conducted reviews with clients to assess progress towards goals, offering strategic recommendations as needed.
- Mitigated potential account attrition risks by addressing concerns proactively.
- Established lasting relationships with customers by consistently exceeding expectations and displaying genuine empathy for their challenges.
Customer Care Representative
AppFolio Property Manager
2021.05 - 2022.04
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues to prioritize customer needs.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences through excellent interpersonal skills.
- Implemented feedback from supervisors to continuously improve performance and enhance customer care skills.
- Actively participated in weekly team meetings, discussing challenges faced as well as solutions implemented towards improving overall departmental performance.
- Continuously sought self-improvement opportunities through ongoing education and maintained up-to-date knowledge of product and service updates.
- Responded proactively and positively to rapid change.
- Supported and collaborated with peers to enhance peer product knowledge and help resolve complex issues.
Covid-19 Contact Tracer (Contract)
Medasource
2021.01 - 2021.04
- Improved contact tracing efficiency with accurate data entry and case management system utilization.
- Enhanced community safety, providing clear guidance on isolation and quarantine procedures to exposed individuals.
- Collaborated with public health officials to ensure timely follow-up and support for quarantined contacts.
- Demonstrated empathy and professionalism during sensitive conversations, ensuring confidentiality of personal information.
- Strengthened relationships between public health agencies and communities, acting as an approachable liaison for concerned citizens.
- Clarified misconceptions about the virus, sharing accurate information during contact tracing calls.
- Optimized communication skills while addressing language barriers and diverse backgrounds during contact tracing interactions.
- Provided emotional support for distressed individuals during difficult conversations surrounding their potential exposure to COVID19.
Research Assistant
University Of Texas At Dallas
2018.05 - 2020.12
- Streamlined workflow processes to improve efficiency in the content creation cycle while maintaining quality standards.
- Collaborated with multidisciplinary teams to develop innovative research methodologies and strategies, produce digital and physical exhibits for public knowledge.
- Presented research findings at national and international conferences, contributing to the advancement of the field.
- Maintained open lines of communication with project leads and team members for effective collaboration on common goals.
- Wrote, designed and edited quality content for students, clients and donors, bolstering brand awareness and enhancing audience retention and donor participation.
- Remained highly composed and calm in very fast-paced, stressful and constantly changing environments to provide optimal leadership and achieve desired results.
- Synthesized complex information into clear summaries for presentation purposes, making findings accessible to diverse audiences.
- Attended and hosted seminars and symposiums to improve overall knowledge and understanding.
Education
Master of Arts - Literature
University of Texas At Dallas
Richardson, TX05.2018
Skills
- Proven and Experienced APM Expert
- Customer Relationship Building & Management
- Interpersonal Communication & Proactive Risk Mitigation
- Customer Account Management
- Leadership Qualities & Growth Catalyst
- Goal & Action-Oriented
- Excellent creative problem-solving aptitude
- Attention to detail / profoundly analytical
- Project Management
- Highly Adaptable
- Adaptability and Flexibility
Accomplishments
2023 Product Success Trailblazer Award
Certification
- APM - Certified Product Expert
- Customer Success Certificate - Aspireship
- APM Plus Feature Certified
- Affordable Housing Expert
- Residential Industry Expert
- Community Association Expert
Timeline
Product Success Manager
AppFolio Property Manager
2022.04 - Current
Customer Care Representative
AppFolio Property Manager
2021.05 - 2022.04
Covid-19 Contact Tracer (Contract)
Medasource
2021.01 - 2021.04
Research Assistant
University Of Texas At Dallas
2018.05 - 2020.12
Master of Arts - Literature
University of Texas At Dallas
- APM - Certified Product Expert
- Customer Success Certificate - Aspireship
- APM Plus Feature Certified
- Affordable Housing Expert
- Residential Industry Expert
- Community Association Expert
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