Emaan

EMAAN KHAN-| Mobile: - Objective Dynamic professional with 2.5 years of experience as an AI Trainer and Content Writer, complemented by 1 year in customer service and a solid foundation in educational leadership as a School Administrator and Teacher. Seeking a challenging role to apply my cross-functional expertise in AI, content creation, customer relations, and education, while contributing to organizational growth and enhancing user experiences. Summary of Qualifications and Skills • eCommerce Product Knowledge • Dialogue Design • Business communication • Adaptability & Problem-Solving • Assessment and Evaluation • Leadership • AI/Bot Performance Monitoring • Technical Troubleshooting • People and Culture Management • Bot Training • Document Management • Time Management • Machine Learning • Problem Solving • Attention to detail • Continuous Improvement • Cross-functional collaboration • Complaint Management • Bot Content QA • Team Management • Content Strategy • Microsoft Office Expert • Technology Integration • Customer service Professional Experience DARAZ (Ali Baba Groups) AI Trainer and Content Writer Karachi, Pakistan April 2022 to October 2024 • Train AI bots to understand and process customer queries accurately using machine learning models and natural language processing (NLP). • Monitor the AI bot’s performance and analyze its interactions to identify areas of improvement. • Update and retrain the bot based on new data, feedback, and evolving customer expectations • Ensure the AI bot understands context, tone, and intent behind customer messages • Test and evaluate the AI bot’s responses to various queries to ensure it provides helpful, accurate, and timely information • Regularly update and maintain the knowledge base that the bot uses to answer customer queries. • Write and design conversation scripts and dialogue flows that AI bots use to engage customers in a seamless manner • Develop predefined responses and templates for various customer queries across different categories (product inquiries, order status, returns, etc.) • Ensure that the AI bot responses are consistent with the brand's voice, tone, and values. • Maintain a conversational style that aligns with the customer service philosophy of the eCommerce business. • Write content that personalizes interactions based on customer profiles, purchase history, or browsing behavior. • Optimize content to make interactions feel more human-like, while still being informative and helpful. • Regularly update the bot’s content to reflect new products, promotions, policies, or any changes in business • • • • • operations. Ensure that content reflects the most recent FAQs, seasonal campaigns, and customer needs. Continuously review bot conversations to optimize the language and wording for better comprehension and relevance. Conduct user testing to see how customers interact with the bot and whether the content meets their expectations. Track how the content performs by analyzing metrics such as response accuracy, engagement rate, and customer satisfaction. Work with other teams (e.g., customer support or marketing) to analyze customer pain points and adjust bot content accordingly. CUSTOMER SERVICE REPRESENTATIVE • • • • • • • Sept 2020 to March 2022 Corresponding with Customers via calls, email & live Chats. Escalating all issues and queries from regular and panic customers. Managing SLA & Quality as per DARAZ standard & matrix Performed as a POC (Team Mentor) for two months at IBEX to managed Daraz 11.11 biggest Sale Perform additional duties as requested by Supervisory or Management team Training of new individuals within team for system related guidance Identify opportunities for process improvement internally. The Academy School Karachi, Pakistan Teacher October 2019 to May 2020 • Develop and deliver engaging lessons tailored to the curriculum and student needs. • Use diverse teaching methods, tools, and technologies to enhance learning. • Assess student progress through assignments, tests, and other evaluation methods. • Establish and maintain a positive and disciplined classroom environment. • Act as a mentor, offering guidance on career, personal development, and life skills • Participate in meetings, professional development opportunities, and school events • Contribute to the design and improvement of the curriculum and teaching materials • Attend workshops, conferences, and other educational events Allied School Karachi, Pakistan Administrator June 2018 to September 2019 • Oversee daily operations of the school office, ensuring smooth workflow. • Maintain and organize school records, files, and documents (both physical and digital). • Assist in scheduling meetings, conferences, and appointments for school management • Assist in maintaining student records, including attendance, grades, and performance data • Assist in planning and coordinating school events, programs, and activities • Update student fees and manage tuition fee records, payments, and receipts • Prepare and maintain cash books, ledgers, and other accounting documents • Prepare and send invoices for school fees, extracurricular activities, and other payments • Reconcile school bank accounts and other financial accounts to ensure accuracy Achievements • Consistently achieved a customer satisfaction rating of over 95% by effectively addressing inquiries and resolving issues on the first contact. • Reduced average response time by 20% by streamlining processes and implementing more efficient troubleshooting steps, leading to faster resolutions. • Managed and successfully resolved over 200 customer inquiries per week, maintaining high-quality service during peak periods. • Identified recurring issues through customer feedback and collaborated with the operations team to implement process changes that reduced complaints by 18%. • Created over 300 conversational scripts for the AI bot, leading to a 40% increase in user engagement and a 15% increase in first-time query resolutions • Crafted conversational content that maintained brand tone across all customer interactions, improving customer satisfaction by 10% as measured by post-chat surveys. • Implemented a feedback loop from users to refine chatbot responses, reducing repetitive errors by 30% and improving the bot’s ability to handle complex inquiries. Education BBA, IQRA University, Karachi. Intermediate, Board of Intermediate Education, Karachi. Matriculation, Board of Secondary Education, Karachi. Website (LinkedIn profile) https://www.linkedin.com/in/emaan-khan-62a110234/