I have project management and operations skills. I hope to provide top-notch support to customers and my team by leveraging my strong communication, time management, and organisational skills.
I have acquired the ability to communicate effectively and sensitively with clients. In addition, I will assist the team by interacting with outside parties to ensure that all necessary information and reports are obtained and transmitted promptly. Here are some of the key contributions I have made that may help you assess my suitability for the position:
I have worked on large-scale projects and understood their progress, risks, and dependencies. I have also assisted in the organisation of meetings and facilitated meetings.
I have a solid foundation in working in business-to-business and business-to-consumer agile environments.
Served both internal and external customers in B2B and B2C environments.
The ability to understand a client's requirements for a project.
Allocated duties and shared information about project details with the team.
Prepared estimates and deadlines for the projects.
Developed and implemented analytical strategies to reduce cost and implement effective client communication plans.
Ensure that clients and upper management receive comprehensive project reports.
I am currently studying an MBA in Data Analytics.
Experience
Karat
Sep 2021 – Present
Remote
Product and Process Lead
• Identify and interpret trends or patterns in the products and processes used by the Customer Experience department using available metrics and conducting interviews with customers and employees.
• Develop multiple monthly reports summarising the effectiveness of products and processes used by analysing key metrics and trends and determining the impact on customer satisfaction and business performance.
• Improve the products used by the Customer Experience department by working with the product and engineering teams to ensure that their design and implementation would support the team's needs.
• Increased first-call resolution by over 10% by delivering product training to 17+ representatives.
• Assist the Customer Experience department in identifying, assessing, and mitigating product and process risks.
Karat
Sep 2018 – Sep 2021
Remote
Quality and Quantity Lead
• Conducted a quantitative market research survey to determine the best company practices to integrate to improve the company's quality and enhance productivity.
• Improved cross-functional team workflow by identifying, analysing, and interpreting trends or patterns in the data and developing new ways to improve the data and workflow process.
• Reviewed the Customer Experience department's performance metrics, including customer satisfaction, response time, and overall quality, and provided actionable insights that helped increase customer satisfaction and decrease response time.
• Eliminated repeat customer issues by analysing monthly reports and identifying trends, then by running weekly meetings with team leaders to implement process improvements.
• Managed and coordinated project quality, quantity, and timeliness improving customer experience by meeting with management and clients, understanding pain points, and implementing solutions.
• Achieved 100% on-time project delivery by developing and enforcing standard operating procedures, communicating updates to stakeholders, and managing team workloads.
