Zara Khan
Charlotte,NC
Summary
Customer Service Specialist with over 10 years of experience providing high-quality support in fast-paced, customer-focused environments. Skilled in using CRM systems to manage customer interactions, and improve service efficiency. Known for strong attention to detail, clear communication, and a proactive approach to resolving issues, and enhancing processes. Excels at multitasking while maintaining professionalism, and a strong commitment to customer satisfaction.
Overview
6
6
years of professional experience
Work History
Operations Specialist
TrueOps
Remote
09.2024 - Current
- Coordinated cross-functional communication and task management using Slack to streamline internal operations and enhance team productivity
- Completed 150 reimbursement claims per day on behalf of clients, ensuring timely and accurate initiation of reimbursements through Amazon's claims process
- Assisted clients with reimbursement issues by documenting and resolving disputes, maintaining high levels of client satisfaction
- Established a strong and versatile workflow to manage high-volume claim processing efficiently, reducing turnaround times and improving team coordination
- Proactively engaged in self-training to master internal tools, workflows, and Amazon's reimbursement processes, contributing to faster onboarding and task efficiency
- Maintained organized documentation and tracking systems to support process improvements and operational transparency
Administrative Assistant
Zeb Pharmacy
Remote
12.2020 - 08.2024
- Resolved 40-50 customer complaints and inquiries daily related to billing and product issues via phone and email
- Deescalated client grievances while ensuring product availability and exceptional service
- Built strong partnerships with thousands of patrons, boosting loyalty and sales team performance
- Tracked and managed client shipments for pharmaceutical and in-home care supplies
Lead Customer Associate
Food Lion
Charlotte, NC
01.2019 - 11.2020
- Assisted 100-150 customers daily in product selection while maintaining high service standards
- Maintained a 95% customer satisfaction score and exceeded weekly sales goals by 50%
- Led a team of 5-10 in cash handling, inventory audits, and reporting
- Onboarded and trained 15-20 new employees, boosting team productivity by 50-75%
Education
Bachelor of Science - Health Systems Management
The University of North Carolina Charlotte
Charlotte, NCSkills
- CRM Systems (Salesforce)
- Customer Relationship Management
- Conflict Resolution
- Order Processing & Fulfillment
- Data Entry & Management
- Call Center Operations
- Ticketing Systems
- Email and Chat Support
Accomplishments
- Increased Efficiency, Reduced claim processing times by 25% with efficient workflow.
- Timely Dispute Resolution, Resolved 90% of disputes within 24 hours, boosting client satisfaction.
Languages
English
Hindi
Pashto
Urdu
Timeline
Operations Specialist
TrueOps
09.2024 - Current
Administrative Assistant
Zeb Pharmacy
12.2020 - 08.2024
Lead Customer Associate
Food Lion
01.2019 - 11.2020
Bachelor of Science - Health Systems Management
The University of North Carolina Charlotte