Anza Tanveer

Detail-oriented Remote Live Chat Support Agent with expertise in business analysis and tech services. Delivered empathetic omnichannel support, resolving complex inquiries and sensitive account issues. Utilized ticketing platforms and CRM systems to enhance support efficiency, while demonstrating strong written communication and structured documentation skills.

Remote Live Chat Support & Customer Care Specialist - Value Insurance Agency - Alexandria, VA

(2025-10 - 2026-06)

Served as the primary remote interface for digital client communication, resolving real-time inquiries, processing complex policy requests, and answering product questions exclusively via live chat and email support portals.

• In-processed, tracked, and evaluated high-volume inbound client requests for quotes, utilizing CRM frameworks and spreadsheets to document precise user criteria and secure policy configurations.
• Managed end-to-end client problem resolution, leveraging outstanding written communication and interpersonal skills to address sensitive account coverage updates and eliminate system friction.
• Consistently met aggressive response-time SLAs and operational deadlines while independently managing multiple concurrent client chat windows in an ambiguous, remote ecosystem.

Business Analyst / Technical Operations Intern - Sparq Web - Washington, DC

(2025-01 - 2025-08)

Gathered and analyzed end-user requirements to map core product questions and account frameworks, successfully translating client needs into functional parameters for technical teams.

• Authored comprehensive user manuals, Software Requirement Specifications (SRS), and user training guides using MS Word and PowerPoint to simplify technical software operations for non-technical stakeholders.
• Spearheaded cross-functional team reporting and alignment via Jira, ClickUp, Figma, and Miro to log bugs, track project artifacts, and systematically improve application usability.
• Applied robust analytical and problem-solving skills to manual software validation, verifying system workflows and logging defects to minimize post-launch client issues.

Project Manager / Scrum Master Intern - Sparq Web - Washington, DC

(2023-06 - 2023-08)

Coordinated daily team operations, sprint reviews, and status tracking, ensuring alignment of technical projects with evolving client and product owner specifications.

• Utilized Jira and ClickUp dashboards to identify process bottlenecks and manage backlogs, fostering a collaborative environment that adapted to shifting team priorities.

Bachelor of Science - Computer Science - University of Lahore