Umra Khan

Customer Experience and Research Analyst with proven experience in quality evaluation, customer data analysis, KPI monitoring, and root cause analysis. Holds an MPhil in Psychology with strong research, analytical, and reporting capabilities. Adept at translating qualitative and quantitative insights into actionable improvements while collaborating effectively across departments.

Customer Experience Analyst - Skyscrapers - Islamabad, Pakistan

(2024-02 - 2025-12)

• Evaluated writing-quality issues and conducted root cause analysis to improve service standards and customer satisfaction.
• Analyzed customer and performance data to identify trends, gaps, and improvement opportunities.
• Monitored employee performance and supported disciplinary and corrective actions.
• Assessed training needs and tracked post-training performance improvements.
• Prepared weekly and monthly analytical reports and presentations for senior management.
• Monitored KPIs and collaborated with cross-functional teams.

Research Analyst - D-Mark Company

(2023-08 - 2023-12)

• Conducted quantitative and qualitative research to support organizational decision-making.
• Analyzed datasets using SPSS and prepared structured research reports.
• Supported survey design, data collection, and interpretation of findings.

Teacher (Biology) - Feroz Memorial Public School & College - Mansehra, Pakistan

(2022-09 - 2023-07)

• Delivered Biology instruction to SSC and FSC students.
• Designed assessments and monitored academic performance.
• Provided academic counseling and coordinated with parents and faculty.

Assistant Clinical Psychologist - Qazi Psychiatric Clinic - Abbottabad, Pakistan

(2022-06 - 2022-08)

• Conducted psychological assessments and assisted in treatment planning under supervision.
• Provided therapy support and maintained clinical documentation.

HR Intern - Pakistan Council of Scientific and Industrial Research (PCSIR) - Islamabad

(2019-02 - 2019-03)

• Supported recruitment procedures, CV screening, and employee record management.
• Assisted with job advertisements and HR policy implementation.

MPhil - Psychology - Quaid-i-Azam University (2020 - 2022)