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Kitchener
Hafsa Bano

Hafsa Bano

Customer Experience Associate

Technology / Internet

Kitchener, Waterloo

Social

Services offered

Experienced in analyzing business problems and demonstrated history in the business field. Skilled in SQL, Tableau, Powder BI, and Microsoft Office programs. Strong professional with a Bachelor's Degree focused in Business Technology Management from Toronto Metropolitan University.

Business analyst
Customer experience associate
Digital marketing analyst
Approximate rate: CAD$ 27 per hour

Experience

Experience
Customer Experience Specialist

Switch Health, Mississauga, Ontario

April 2021 – January 2022

●  Responsible for customer support for COVID-19 testing via phone and email in a fast-paced environment

●  Tracked patient test results, test bookings, account setup, patient data collection and entry

●  Provided troubleshooting for account, software, website, webcam, and electronic device issues

●  Recommended operational improvements to internal team including update to resolve telehealth software issue

Assistant Manager – Customer Management September 2018 – March 2021 The Village, Mississauga, Ontario

●  Coordinated multiple orders, bookings, and all catering services while interacting with clients to understand needs

●  Processed accounts receivable / payable while monitoring expense reports and past due payments from clients

●  Managed cash and finances by closing cash registers, making deposits, and approving employee time cards

Business Analyst (Capstone Project) September 2018 – April 2019 Johnson & Johnson, Markham, Ontario

●  Analyzed demand forecasting strategy to identify areas of improvement, in partnership with Ryerson University

●  Met with Business Development Managers to outline requirements, identify gaps, and define KPIs

●  Contacted application vendors, conducted feasibility and risk analyses, and provided final recommendation

●  Pitched alternate strategy to eliminate manual processes and increase security, which was ultimately implemented

Digital Marketing Analyst (Co-op) May 2018 – August 2018 Piik Insights Inc., Mississauga, Ontario

●  Designed and launched advertisement campaigns across multiple social media platforms using Mautic

●  Utilized Facebook Ads Manager for lead generation, qualifying leads, and marketing client packages

●  Used KPIs such as engagement, click-through rate, and conversion to measure performance and optimize strategy

●  Created website landing pages and contact forms using WordPress web development application

Education

Graduated Toronto Metropolitan University - Bachelor of Commerce, Business Technology Management

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