Naz Haque

Escalation Specialist WellnessLiving | Thornhill | Apr 2020 - 2021

Ensured a client satisfaction rate of above 95% by facilitating demos, webinars, timely answering all incoming account management inquiries through emails, phone calls, and live chat.
Customized adoption of the software according to specific user challenges and recommended pragmatic workarounds where needed.
Proactively analyzed reports to identify growth opportunities, developed success roadmaps and implemented changes.
Wrote succinct escalation reports to help bridge the gap between the Customer Support team and the Product Development.

Customer Retention Lead Jobber | Toronto | Apr 2020 - 2021

Ensured meeting departmental targets by engaging in interpersonal conversations to mitigate churn.
Executed routine process maintenance and helped improve the team’s average velocity by 15%.
Facilitated dialogues with team members to identify growth opportunities and strategize steps to reach retention goals.
Organized internal cadences and external resources, documented feedback, and ensured the integrity of the data that shapes future decisions.
Monitored inbound and outbound queues to promptly minimize delays and to ensure a positive customer experience.

Technical Support Lead Ecobee | Toronto| Apr 2018 – Mar 2020

Helped maintain an average team-wide customer satisfaction rating of 95% for the department by maintaining a high standard for the quality of calls.
Awarded ‘Employee of the Month’ based on customer satisfaction rates for eight consecutive months, from Sep 2019 - Jan 2020.
Conducted surveys on employee interests and reinforced the company values into the team by organizing purposeful events.
Helped increase the internal mobility rate by 7% by creating development plans and facilitating networking events.
Improvised the structures of communication across departments by facilitating PM meetings and Q&As.

eCommerce Coordinator Accentrix.ca | Toronto | Apr 2016 – Mar 2018

Prioritized and managed the meeting schedule for vendors and other stakeholders through emails, phone calls, and social media platforms.
Scoped budgets to determine baselines and regulated the flow of inventory.
Reduced costs to 6% below forecasted by comparing manufacturing rates and finding the most cost-effective vendors.
Organized invoicing for clients, monitored tracking logistics and provided customer support.
Added value to client correspondence by delivering exceptional customer service resulting in several repeat clients.
Helped increase the efficiency of the warehouse team by 20% by implementing changes in the inventory tracking software and training.
Achieved a 31% increase in revenue by creating and managing marketing campaigns on social media platforms.

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