Customer Service Social Media
Resume:
MBA: MARKETING AND MANAGEMENT
Graduate School of Management (TIU)
GRADUATE CERTIFICATE: MEDICAL
MANAGEMENT IUPUI 2020
LUBNA QAZI
MANAGEMENT PROFESSIONAL
COMMUNICATION
ORGANIZATION
REPORTING
OFFICE ADMINISTRATION
LEADERSHIP
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CUSTOMER CARE SPECIALIST Roche Diagnostics 2014 – 2019 Delivered fast, friendly and knowledgeable service for routine questions and service complaints. Collected customer feedback and recommended procedural or product changes to enhance future service delivery. Prioritized patience, confidentiality, and solving any customer complaints. Ensured KPI’s and quality were adhered to while meeting telephone service quality standards. Trouble shot and solved concerns and technical issues. Maintained accurate and detailed documentation according to standards set by management. Assisted in optimizing and improving service quality standards. Helped with new app and glucose meter launch. o Selected to assist with new app pilot project development on diabetic meters.
o Trained new patients on new software and app.
o Met and exceeded productivity targets by over 90% through handling every interaction with top-notch customer service. o Reviewed account and service histories for 1200 customers each year to identify trends and issues.
o Handled 600 inbound calls and answered inquiries on average each month.
o Achieved top department and individual KPIs.
o Named part of Yammer and Asian Business Resource Leadership team.
STORE MANAGER Eyes by India 2011 – 2017
Developed and implemented promotional strategies each month to drive business success and maintain budgetary guidelines. Managed associates on shifts, evaluated performances, and enforced disciplinary actions. Assessed, optimized and elevated operations to target current and expected demands. Delegated work to employees based on shift requirements, individual strengths and training. Assisted in developing sales strategies and customer service initiatives.
o Supervised and mentored 4 staff members in conscious effort to deliver top-quality services.
o Maintained knowledge on over 30 products and services to meet client needs.
o Recruited and trained over 20 staff members to maintain quality customer service standards.
o Increased business by developing innovative marketing Results-oriented Management professional with diverse background in healthcare, leadership, and customer service. Dedicated to providing excellent adminstrative skills and making operational and procedural improvement. Experience in boosting productivity while maximizing satisfaction with project management and strategic process improvement strategies. Skilled leader with excellent team development, relationship building and administrative expertise. Accomplished in improving quality standards and driving continuous organizational success.
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adgxw6@r.postjobfree.com
Indianapolis, IN
- T R A I N I N G -
A- LEVEL BUSINESS STUDIES
TRAINING
University of Cambridge 2005
O- LEVEL BUSINESS STUDIES
TRAINING University of Cambridge
2004
ICD-10 CERTIFICATION 2020
OFFICE ADMINISTRATOR Himont Pharmaceutical 2010 – 2011 Pakistan
Managed all business files, documentation and databases to keep records secure, accurate and current. Defined and documented office procedures, using updated SOP’s to provide thorough and comprehensive training for all administrative support staff. Enhanced data collection accuracy, preparing, authoring and updating communications and policy memorandums. Attended meetings to record and distribute minutes.
o Handled calendars, meetings, and travel arrangements for # Managers.
o Coordinated and scheduled travel for over 6 international symposiums each year seamlessly.
VISITING FACULTY Pakistan University College 2005 – 2009 Pakistan
Oversaw testing administration and tracked and analyzed class performance. Prioritized a classroom environment focused on learning and promoting excellent student engagement. o Developed and implemented daily and unit lesson plans for O-levels business studies.
o Conducted group and one-on-one business activities including presentations, research work, group discussions, and case studies.
o Created and fostered relationships with students. SOCIAL MEDIA COORDINATOR
Seeds of Learning
PROBLEM SOLVING
SCHEDULING
GOAL ORIENTED
BUILDING RELATIONSHIPS
BILINGUAL
STAFF DEVELOPMENT
CUSTOMER SERVICE
PUBLIC SPEAKING
COLLABORATION
COORDINATION
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- C O M M U N I T Y -
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PHYLLIS JACKSON
Senior Talent Acquisition/
Conduent
A Xerox Affiliate
SAWSAN BANNOURAH
Software Specialist
Roche Diabetes Care
CASEY PUCCINELLI
Customer Service Manager
United Animal Health
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