Narwan Aimen Email & Phone Number

Herndon, Virginia, United States

Oversaw and managed day-to-day operations of Customer Success team. Screened and interviewed potential new hires. Developed training materials and trained new hires through rigorous training program. Surveyed client feedback and identified strategies to improve customer satisfaction. Translated complex ideas into informational help articles for customers. Independently developed, maintained, and managed comprehensive customer help database. Developed standardized written templates to ensure clear and effective communication with customers. Assessed and identified potential issues and established new solutions and procedures in response. Oversaw complex development projects and solutions from conception through delivery. Conducted comprehensive QA testing to identify potential or existing issues. Logged development tasks through Teamwork and Jira. Collaborated with development and IT teams to resolve identified issues.

Helped support day-to-day operations of Customer Success team via phone, email, and Zendesk ticketing system. Identified and resolved technical issues impacting customers. Built and managed web courses in tight turnaround times. Cultivated strong relationships with customers. Offered technical support solutions by translating complex ideas into concise workflows. Performed QA testing to ensure workflows and functionality of web sites, tools, and courses. Developed written scripts and oversaw production of video tutorials. Wrote for company blog and newsletters. Independently created and maintained comprehensive database of help articles. Wrote technical documentation for audience of thousands of students and instructors. Tested and documented new functionality.

Herndon, Va

Proofread and edited text chapters. Performed comprehensive image and factual research. Created Moodle-based web courses, modules, and quiz pools. Conducted QA testing to identify usability issues and technical bugs. Developed customer-facing documentation, including Instructor Guides and Course Guides. Edited audio files. Contributed to company blog.

Washington, District Of Columbia, United States

Represented the Woman Around Town (www.WomanAroundTown.com) digital publication at art and film press events throughout Washington, D.C., including the Phillips Collection, the National Portrait Gallery, and the National Museum of Women in the Arts. Developed compelling and original written content reviewing art exhibitions, film and restaurant openings, and other cultural events. Collaborated with editor to ensure produced content met the objectives of the website.

Arlington, Va

Tasks include researching and generating original content for the Arlington Arts Center’s blog, covering exhibitions and events, and interviewing artists for profiles.

Created and maintained Facebook and Twitter accounts to increase social media presence. Researched effective social media tactics. Edited and uploaded company photographs. Completed research-based writing projects and reports.

Bachelor Of Arts (B.A.), English, 3.79

Activities and Societies: Phi Kappa Phi Honor Society Minored in Art History, made Dean's List for every semester attended.

Bachelor Of Arts, English, English