Hamna Saeed

HAMNA SAEED - |-CAREER SUMMARY: Results-driven customer support professional with 2 years of experience and 1 year as an Assistant Manager, specializing in policy implementation and team leadership. Holding a Bachelor's degree in Psychology, I possess strong interpersonal skills and a deep understanding of customer behavior. Seeking to leverage my expertise to enhance customer satisfaction and contribute to a dynamic team environment. WORK EXPERIENCE: Achieve Test Prep September 2023 - Present Assistant Manager Policies Supervised a team of 4 employees and monitored team performance through regular check-ins and performance reviews, providing constructive feedback and coaching to improve individual and team effectiveness. Conducted weekly audits of Hubstaff and Basecamp usage to verify compliance with company policies related to time tracking and project management. Managed workforce resources in a fully remote environment, optimizing workflows and processes to maximize efficiency and minimize costs. Led/Participated in multiple special projects focused on identifying and implementing optimal solutions to various business challenges. November 2021 -September 2023 Motive Associate Quality Assurance Representative | Technical Support Specialist Experienced Technical Support Specialist, proficient in providing prompt assistance across various mediums including chat, email, and inbound calls. Provided exceptional customer service, demonstrating empathy and patience while resolving technical issues for users with varying levels of technical expertise. Promoted to an Associate Quality Assurance Representative where I identified areas for improvement in our customer support representative’s performance through regular audits and provided constructive feedback and coaching to them. EDUCATION: 2018 - 2022 | Bahria University, Islamabad Bachelors in Professional Psychology SKILLS: Problem-solving and conflict-resolution abilities (analytical & solution-oriented) CRM Management Excellent written and verbal communication skills Adept at time-management Critical thinking skills Strong interpersonal skills SOFTWARE PROFICIENCIES: Salesforce Genesys Basecamp Hubstaff MS Office (Excel, Powerpoint, Word)