Sanita Hasan Email & Phone Number

Dallas, Tx, Us

Dallas, Texas, United States

Dallas, Texas, United States

‣ Developed comprehensive business requirement documentation to ensure successful project and product rollouts in adherence to scope and timeline targets‣ Collaborated cross-functionally to plan and implement projects aimed at enhancing customer and merchant experiences on Affirm's e-commerce site utilizing Agile Scrum methodologies.‣ Created reporting methods utilizing data visualization techniques to provide stakeholders with clear insights into business impacts and key themes.‣… Show more ‣ Developed comprehensive business requirement documentation to ensure successful project and product rollouts in adherence to scope and timeline targets‣ Collaborated cross-functionally to plan and implement projects aimed at enhancing customer and merchant experiences on Affirm's e-commerce site utilizing Agile Scrum methodologies.‣ Created reporting methods utilizing data visualization techniques to provide stakeholders with clear insights into business impacts and key themes.‣ Collaborated with development teams, providing customer-centric guidance in UI/UX mock-up creation and User Acceptance Testing (UAT), integrating user feedback into the product development‣ Show less

‣ Enhanced Operational Efficiency: automated customer servicing processes end-to-end and streamlined operations for customer-facing teams with improved response times.‣ Zendesk Administrative Expertise: enhanced process efficiency using triggers and automation within Zendesk and integrating additional apps like Salesforce and Jira with Zendesk, optimizing servicing request intake and routing and reducing servicing errors.‣ Brand Voice Consistency: Maintained consistent brand voice… Show more ‣ Enhanced Operational Efficiency: automated customer servicing processes end-to-end and streamlined operations for customer-facing teams with improved response times.‣ Zendesk Administrative Expertise: enhanced process efficiency using triggers and automation within Zendesk and integrating additional apps like Salesforce and Jira with Zendesk, optimizing servicing request intake and routing and reducing servicing errors.‣ Brand Voice Consistency: Maintained consistent brand voice across all customer support channels, regularly updated knowledge resources on the Help Center, and managed front-line responses via macros to align with business changes and customer expectations.‣ Data-Driven Customer Insights: Proactively analyzed customer feedback and data, executing surveys and feedback sessions to identify trends and opportunities for servicing improvements.‣ Show less

Toronto, Ontario, Canada

‣ Training Program Implementation: Supported development and implementation of comprehensive training programs for new hires and outsourced teams, ensuring customer service quality and product knowledge consistency.‣ Cross-functional collaboration: Worked closely with multiple teams, including product, development, customer and merchant servicing, marketing, legal, and compliance, to support process improvement projects and streamline operational efficiency end-to-end.‣ Process… Show more ‣ Training Program Implementation: Supported development and implementation of comprehensive training programs for new hires and outsourced teams, ensuring customer service quality and product knowledge consistency.‣ Cross-functional collaboration: Worked closely with multiple teams, including product, development, customer and merchant servicing, marketing, legal, and compliance, to support process improvement projects and streamline operational efficiency end-to-end.‣ Process Evaluation: Evaluated and recommended improvements for new processes to boost efficiency. ‣ Brand Voice Development: Managed brand communication across all customer support channels to maintain consistent product knowledge. Show less

Austin, Texas

‣ Retained customers requesting to cancel their services by proactively reselling product value, resetting expectations, and increasing customer ROI through strategic discussions around product adoption.‣ Drove increased the company’s MRR by consistently maintaining a high customer retention rate.‣ Demonstrated the ability to maintain customer advocacy with composure and adapt to escalations. ‣ Coordinated cross-functionally with Sales, Support, Product, and Marketing departments as… Show more ‣ Retained customers requesting to cancel their services by proactively reselling product value, resetting expectations, and increasing customer ROI through strategic discussions around product adoption.‣ Drove increased the company’s MRR by consistently maintaining a high customer retention rate.‣ Demonstrated the ability to maintain customer advocacy with composure and adapt to escalations. ‣ Coordinated cross-functionally with Sales, Support, Product, and Marketing departments as a representative of the Retention Team; advocated direct customer feedback during the integration of new products and software features.Team MVP – December 2018. Show less

Austin, Texas

‣ Consistently scored a 98% CSAT, managing 40+ customer interactions daily via call and email within company-set SLA.‣ Collaborated with customers to determine gaps and devise effective marketing and branding strategies within current practices to ensure expected ROI and growth in referral business. ‣ Established customer servicing process documentation around new product integration: wrote scripts and up-sell pitches around the new product adoption.‣ Gained comprehensive knowledge… Show more ‣ Consistently scored a 98% CSAT, managing 40+ customer interactions daily via call and email within company-set SLA.‣ Collaborated with customers to determine gaps and devise effective marketing and branding strategies within current practices to ensure expected ROI and growth in referral business. ‣ Established customer servicing process documentation around new product integration: wrote scripts and up-sell pitches around the new product adoption.‣ Gained comprehensive knowledge of standard SaaS software interfaces, including Salesforce, Zendesk, JIRA, and Excel. Show less

San Antonio, Texas Area

‣ Developed engaging content (photos, videos) to promote products for targeted demographics through social media business platforms such as Instagram & Facebook. ‣ Defined and tracked campaign effectiveness and adjusted market engagement strategies in alignment with brand strategy.‣ Drove engagement within diverse online communities by managing likes, comments, and shares.‣ Planned monthly collaborations with local vendors, influencers, and ambassadors to promote brand awareness.

San Antonio, Texas Area

‣ Top sales associate of the store based on weekly SPH, IPC & ADS, consistently exceeded monthly sales quota ‣ Recognized district-wide for providing exceptional customer service: CSATs, and surveys. ‣ Trained new hires sharing skills around prospecting customers and attention to detail: active listening‣ Well experienced with POS systems; daily sales, receive/refund payment, store close out.‣

Austin, Texas Area

‣ Top sales representative of the store based on SPH and daily and regional sales metrics.‣ Managed large stocks of inventory and implemented storage solutions in-store ‣ Responsible for training and leading incoming new hires and pitching ideas for merchandising and floor set arrangements.‣ Received recognition for exceptional customer service through customer surveys and testimonials

‣ Upselling KOHL's credit cards and rewards cards to approximately 40 customers per week‣ Solely managing multiple departments and POS systems ‣ Consistently keeping store merchandising and appearance‣ Managing and replenishing inventory

Bachelor Of Communications, Communication, General

Activities and Societies: President of Sigma Kappa Sorority Published Writer - Her Campus

Project Management

Fully licensed by the Project Management Institute as a Registered Education Provider, The Business School graduate certification program.