Program Officer

• Aug 2020 - Present

Quality Assurance Officer

• Aug 2020 - Nov 2020

Customer Service Specialist

• Dec 2017 - Present

* Provided exceptional customer service remotely as a Customer Care Representative for Kingzfashionhouse , a leading fashion brand. * Handled a high volume of customer inquiries, concerns, and complaints through various channels, including email, live chat, and phone. * Utilized Zendesk, a customer support platform, to manage and track customer interactions, ensuring efficient and timely resolution of issues. * Demonstrated in-depth knowledge of the company's products, policies, and procedures to provide accurate information and advice to customers. * Assisted customers in placing orders, tracking shipments, processing returns, and resolving billing inquiries. * Acted as a brand ambassador, effectively promoting the company's products and services to enhance customer satisfaction and loyalty. * Collaborated closely with the sales and operations teams to address customer needs, resolve escalated issues, and improve overall customer experience. * Proactively identified opportunities for process improvements and contributed to the development and implementation of customer care strategies. * Achieved and exceeded monthly performance targets, including response times, customer satisfaction ratings, and sales conversion rates. * Adapted quickly to changing priorities and handled challenging situations with professionalism, empathy, and a customer-centric approach. Key Achievements: * Consistently maintained a high customer satisfaction rating of over 95% throughout the tenure, earning positive feedback from customers. * Successfully resolved complex customer issues, resulting in a significant reduction in the number of escalations and complaints. * Recognized as a top-performing customer care representative and awarded the "Customer Service Excellence" certificate by the company. * Contributed to the development and implementation of a new knowledge base system within Zendesk, improving response accuracy and reducing resolution times by 20%. Show less

Microbiologist

• May 2019 - Mar 2020

* Conducted various microbiological tests and analyses on patient samples to aid in the diagnosis and treatment of infectious diseases. * Operated and maintained laboratory equipment, including microscopes, incubators, and automated systems, ensuring accurate and reliable test results. * Collected and processed patient specimens, such as blood, urine, sputum, and tissue samples, following strict aseptic techniques and safety protocols. * Prepared and cultured microbial specimens for identification and sensitivity testing using appropriate media and biochemical methods. * Identified and characterized microorganisms, including bacteria, viruses, fungi, and parasites, through microscopic examination, biochemical testing, and molecular techniques. * Performed antimicrobial susceptibility testing to determine the most effective treatment options for infections, contributing to the development of targeted therapy protocols. * Collaborated with healthcare professionals, including physicians, nurses, and infection control teams, to interpret test results and provide timely and accurate diagnostic information. * Documented and reported test results in a comprehensive and organized manner, maintaining accurate records and ensuring compliance with regulatory guidelines. * Participated in quality control and quality assurance programs, including proficiency testing and internal audits, to ensure the accuracy and reliability of laboratory results. * Stayed updated with the latest advancements in microbiology, attending conferences, workshops, and professional development opportunities to enhance knowledge and skills. * Contributed to research projects and participated in the development of new laboratory techniques, protocols, and procedures. * Mentored and supervised laboratory technicians and trainees, providing guidance and training on laboratory techniques, safety protocols, and quality assurance practices. Show less

Customer Service Representative /Receptionist

• Apr 2018 - Mar 2019

*Served as a Customer Care Representative and Front Desk Officer at Pentagon Hotel and suites, a renowned hospitality establishment. * Managed the front desk operations, including greeting and assisting guests, handling check-ins and check-outs, and managing reservations. * Utilized Zendesk, a customer support platform, to handle customer inquiries, concerns, and complaints efficiently and effectively. * Responded to guest inquiries via email, phone calls, and in-person interactions, providing accurate information about hotel services, amenities, and local attractions. * Assisted guests with room allocations, ensuring their preferences and special requests were accommodated to enhance their stay experience. * Handled billing inquiries, processed payments, and resolved any billing discrepancies to ensure smooth and error-free transactions. * Managed guest feedback and complaints through Zendesk, promptly addressing issues and finding appropriate resolutions to maintain guest satisfaction. * Acted as a liaison between guests and other hotel staff, effectively communicating guest preferences, special requests, and concerns to ensure a personalized and memorable stay. * Maintained a welcoming and professional demeanor at the front desk, creating a positive first impression for guests and providing exceptional customer service. * Assisted in the training and onboarding of new customer care representatives and front desk staff, sharing best practices and providing guidance on using Zendesk effectively. Key Achievements: *Developed and maintained a comprehensive knowledge base within Zendesk, enabling faster response times and accurate information delivery. * Implemented a streamlined check-in process, reducing waiting times by 15% and enhancing guest satisfaction. * Collaborated with the marketing team to create a guest feedback survey, resulting in a 20% increase in response rates and valuable insights for improving guest experience. Show less

Microbiologist

• Jun 2016 - Dec 2016

* Assisted laboratory personnel in conducting microbiological tests and analyses on patient samples to aid in the diagnosis and treatment of infectious diseases. * Observed and learned the operation and maintenance of laboratory equipment, including microscopes, incubators, and automated systems, under the guidance of experienced staff. * Supported the collection and processing of patient specimens, such as blood, urine, sputum, and tissue samples, while adhering to aseptic techniques and safety protocols. * Prepared and assisted in the culturing of microbial specimens for identification and sensitivity testing, following established laboratory protocols. * Assisted in the interpretation of test results and collaborated with healthcare professionals to provide relevant diagnostic information. * Actively engaged in training sessions and educational activities to expand knowledge of microbiology techniques, laboratory safety, and infection control practices. * Supported ongoing research projects by performing laboratory experiments, data collection, and analysis as assigned. * Assisted in the maintenance and organization of laboratory supplies, reagents, and equipment. * Collaborated with fellow interns and laboratory staff to promote a positive and productive work environment. Key Achievements: * Demonstrated strong attention to detail and accuracy in handling patient samples and performing laboratory tests. * Received positive feedback from laboratory supervisors for consistent dedication and commitment to learning during the internship. * Successfully presented a research poster summarizing an internship project at the hospital's internal research symposium. * Developed effective teamwork and communication skills while working collaboratively with laboratory staff and fellow interns. * Acquired practical laboratory experience and knowledge in microbiology techniques and procedures through hands-on training and mentorship. Show less