Hafsa Bano
Customer Experience Associate
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About
Experienced in analyzing business problems and demonstrated history in the business field. Skilled in SQL, Tableau, Powder BI, and Microsoft Office programs. Strong professional with a Bachelor's Degree focused in Business Technology Management from Toronto Metropolitan University.
Experience
Experience
Customer Experience Specialist
Switch Health, Mississauga, Ontario
April 2021 – January 2022
● Responsible for customer support for COVID-19 testing via phone and email in a fast-paced environment
● Tracked patient test results, test bookings, account setup, patient data collection and entry
● Provided troubleshooting for account, software, website, webcam, and electronic device issues
● Recommended operational improvements to internal team including update to resolve telehealth software issue
Assistant Manager – Customer Management September 2018 – March 2021 The Village, Mississauga, Ontario
● Coordinated multiple orders, bookings, and all catering services while interacting with clients to understand needs
● Processed accounts receivable / payable while monitoring expense reports and past due payments from clients
● Managed cash and finances by closing cash registers, making deposits, and approving employee time cards
Business Analyst (Capstone Project) September 2018 – April 2019 Johnson & Johnson, Markham, Ontario
● Analyzed demand forecasting strategy to identify areas of improvement, in partnership with Ryerson University
● Met with Business Development Managers to outline requirements, identify gaps, and define KPIs
● Contacted application vendors, conducted feasibility and risk analyses, and provided final recommendation
● Pitched alternate strategy to eliminate manual processes and increase security, which was ultimately implemented
Digital Marketing Analyst (Co-op) May 2018 – August 2018 Piik Insights Inc., Mississauga, Ontario
● Designed and launched advertisement campaigns across multiple social media platforms using Mautic
● Utilized Facebook Ads Manager for lead generation, qualifying leads, and marketing client packages
● Used KPIs such as engagement, click-through rate, and conversion to measure performance and optimize strategy
● Created website landing pages and contact forms using WordPress web development application
Education
Graduated Toronto Metropolitan University - Bachelor of Commerce, Business Technology Management
