Zarina Hussain

Responsibilities

• Provided customer support for technical support tickets
• Proactive network monitoring to detect serious issues and advocate for customer with focus on exceeding SLAs
• Assist in new employee training and development
• Provided continuous support to our customers through handling of incoming calls, ticket creation and assignment to TAC engineers
• Played an instrumental role in providing support to GSC TAC engineers to address and resolve tickets
• Monitoring email and alerts to address Alarms and service disruption and reporting to TAC engineers to address network outages
• Trained new hire engineers on various tools for customer network access and ticket management
• Exceeded SLA standards for response times and problem resolution

Accomplishments

• Provided exceptional customer service, handling calls and addressing customer tickets and queries in a professional manner
• Reduced incident response time through quick ticket handling and escalating in order to meet SLA timers using ticket monitoring tools
• Successfully managed high-severity network incidents, minimizing service disruptions and ensuring client satisfaction, by reporting high severity issues in a timely manner
• Recognized as a high performer by leadership and cross trained in Technical Assistance Center

Responsibilities

• Monitored industry trends and competitor activity to inform strategic decision-making and maintain a competitive edge in the market
• Provided ongoing training and development opportunities for team members, fostering a culture of continuous growth and improvement
• Partnered with beauty and skin care vendors such as Dermalogica and confirmed fulfillment of client needs.
• Spearheaded initiatives aimed at enhancing overall customer experience, leading to increased loyalty among existing clientele base
• Developed personalized plans to build client relations.
• Managed team of 38 employees across three different Hand and Stone branches
• Negotiated contract renewals with existing clients while identifying opportunities for upselling additional services or products

Accomplishments

• Exceptionally placed top 3 spas in the State of Texas in 2023, with the highest memberships sold
• Increased membership sign-ups by 60% year-over-year by identifying and addressing client needs, improving customer experience, and upselling additional services
• Boosted revenue through implementing new service packages and client loyalty programs
• Implemented best practices for client interactions, leading to a much higher improvement in customer satisfaction scores
• Trained and mentored a team of 38 associates improving team performance and building strong client relationships

Responsibilities

• Boosted up several offshore and onshore, without expectations as well as expanded agile scrum teams with full stack, frontend, and backend development teams
• Smoothly ran meetings with stakeholders, product owners, engineering and UX teams to improve sprint refinement, grooming product backlog and safeguarding user stories that are fully noticed and arranged for sprint planning
• Announcing and assimilating tools and techniques to prosperously perform Agile SDLC
• Achieved faster development cycles using Agile methodologies, including Scrum or Kanban processes

Accomplishments

• Led daily stand-ups, sprint planning, retrospectives, and sprint reviews, ensuring alignment and engagement within cross-functional teams of up to 10 members
• Trained team members on Agile methodologies, resulting in 95% team adoption of Scrum practices and improvement in self-organization
• Introduced metrics (e.g., sprint burndown charts, velocity tracking) that provided transparency to stakeholders and enabled teams to consistently meet sprint goals with a 95% on-time delivery rate

Responsibilities

• Preparing and submitting in-depth plans, analyses and quality control and test plans to the CEO of record for review and approval
• Completing daily reports detailing practices used, identifying strategies used and providing necessary documentation/certifications as required
• Managing a team of 6 employees, and making sure that goals are met in a timely manner
• Delivered exceptional customer satisfaction by proactively addressing client concerns and meeting or exceeding expectations throughout the engagement process

Accomplishments

• "Implemented agile methodology," reducing project delivery time by 20%"
• Managed project portfolios consistently achieving on-time and within-budget project completions, while maintaining an average client satisfaction rating of 4.8/5
• Coordinated the efforts of internal and external stakeholders, delivering a high-priority launch 2 weeks ahead of schedule, generating high profits in the first quarter

Responsibilities

• Exquisite project management techniques that include computing, scheduling, and authentication
• Strong possession of current communication, project tracking, budget management technologies
• Introduced tools and processes to successfully used Agile software development Practices with a combination of onshore/offshore teams
• Employed strong analytical and problem-solving skills to manage shifting priorities, demands and timelines
• Supported customer program operations, training and onboarding 500+ users and achieving 100% improvement in coursework for students who have attained the tutorific mentorship program
• Conducted QA testing to ensure adherence to requirements for the programs
• Coordinated cross-functional teams and resolved conflicts, maintaining a positive work environment throughout the project lifecycle

Accomplishments

• Directed the reorganization of project workflows, resulting in a 20% increase in team productivity and a 15% reduction in costs
• Developed and executed risk management strategies that reduced project risks by 30%, leading to higher project success rates and increased stakeholder confidence
• Coordinated with stakeholders, clients, and internal teams to deliver complex projects, achieving all milestones ahead of schedule and leading to a 40% reduction in client escalations