ZUJAJA KHAN
Allen,TX
Summary
Drive the Mission of the Association: To be a relentless force for a world of longer, healthier lives.
Over twenty years of client relations and customer service experience.
Devoted to giving every customer a positive and memorable experience. Highly-motivated individual with desire to take on new challenges. Strong work ethic, adaptability and exceptional interpersonal skills. Excellent communication and listening skills, professional attitude, dependability and critical thinking,
Skilled in needs assessment, strategic planning, task delegation, team motivation. Ability to handle stressful situations, resolve conflicts, build powerful partnerships.
Hardworking with multitasking and time management abilities.
Overview
18
18
years of professional experience
Work History
Manager, Customer Service
American Heart Association
Dallas, TX
01.2015 - Current
- Diplomatically resolve escalating customer interactions
- Ensure adherence to policies and procedures
- Model attributes such as valuing diversity, communicating openly and demonstrating integrity, focused on AHA mission
- Ensure call quality through Genesys
- Monitor calls and provide feedback for call quality, and customer satisfaction
- Track attendance/ performance
- Administer timely corrective actions as needed
- Create and administer writeups as needed
- Real-time monitoring of Genesis dash boards
- Perform Microsoft Dynamics accuracy checks to ensure quality
- Collaborate with nurse advisor to provide excellent service on medical calls
- Identify training and staffing needs, hire, and ensure that appropriate training is presented to employees
- Coach, develop, and motivate staff to maximize performance, potential, retention and engagement.
- Establish and maintain professional relationships with other managers, and support staff
- Attend professional development training sessions
- Foster expansive employee engagement through interactive professional environment
- Meet regularly with immediate report 1:1
- Model attributes such as inclusion and integrity.
Team Lead, Multimedia Team/Stroke Warmline Project/Volunteer Project
American Heart Association
Richardson, TX
01.2010 - 01.2015
- Piloted AHA projects: Strome Warmline, Volunteer program and Web chat
- Organized training workshops, selected stroke warm line/volunteer team candidates
- Created action plans on projects to ensure resource conscious, timely development
- Consistently reported accurate metrics and team statistics to appropriate managerial staff
- Initiated volunteer outreach for volunteer opportunities in local offices
- Collaborated with nurse/advisor consistently to develop team member’s professional skills
- Performed Microsoft Dynamics accuracy checks to ensure quality, Compile data reports
- Facilitated employee fundraising events and community volunteer projects.
Team Lead OSO Professional Services/ HBS Instructor Network
American Heart Association
Richardson, TX
01.2008 - 01.2010
- Reinforced HBS Instructor Network during the launch of 2010 Guidelines
- Collaborated with Office of Science Operations, professional membership support
- Creatively improved efficiency regarding team projects
- Developed agendas for professional membership support
- Managed phone and e-mail content regarding OSO
- Monitored calls and delivered feedback on call quality and data accuracy.
Customer Care Specialist
American Heart Association
Richardson, TX
01.2006 - 01.2008
- Resolved medically related inquiries and professional issues on customer calls
- Cultivated diverse and meaningful customer relationships
- Responded to email inquiries to promote and reinforce live saving protocol.
Education
Master of Business Administration (M.B.A.) Marketing -
Osmania University
Bachelor of Arts (B.A.) in English Literature -
Osmania University
Non-Profit Management Certification -
Collin College
Skills
Proficient with: Microsoft Dynamics, Genesys, Microsoft Office, One Note
Other Languages: Hindi, Urdu, Telugu
Facilitator, Motivator, Patience, Diplomacy, Trust, Vision, Communication, Problem-solving, Conflict resolution, Leadership, Emotional intelligence, and Empathy
Accomplishments
- Excellent performance reviews for the past 18 years
- AHA - Charitable Estate Planning: Outstanding assist award for helping with $20mil. donation. October 2008 and September 2012
- Team Lead of the Year 2009, 2014-15
- Employee of the Month February 2007, July 2012, January 2018.
- Moment of Truth November 2013 from American Stroke Association
- Best Producer Lifesavers 2015-16
Courses Taken
- Targeted Selection Workshop
- Growing Leader Series
- Communicating with Cross-cultural audience
- Critical Thinking Essentials- Applying Critical Thinking Skills
- Essential Elements of Internal Customer Service
- Heart Based Leadership
- Six Sigma Continuous Improvement/Hands on Simulation
Timeline
Manager, Customer Service
American Heart Association
01.2015 - Current
Team Lead, Multimedia Team/Stroke Warmline Project/Volunteer Project
American Heart Association
01.2010 - 01.2015
Team Lead OSO Professional Services/ HBS Instructor Network
American Heart Association
01.2008 - 01.2010
Customer Care Specialist
American Heart Association
01.2006 - 01.2008
Master of Business Administration (M.B.A.) Marketing -
Osmania University
Bachelor of Arts (B.A.) in English Literature -
Osmania University
Non-Profit Management Certification -
Collin College
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