Khusaima Minhas

Customer Support Specialist and Quality Assurance Representative

Motive • Freelance

Apr 2021 - Jul 2022 • 1 yr 3 mos

Investigated technical issues while following company procedures and documentation standards. Escalated operational risks through Jira to appropriate departments. Maintained accurate records of customer cases and resolutions. Collaborated with engineering teams to resolve safety-sensitive Performed quality audits to verify compliance with operational procedures. Conducted root cause analysis to identify trends and recommend corrective actions. Evaluated process effectiveness and recommended continuous improvements. Delivered coaching sessions and performance feedback based on quality assessments. Worked closely with Operations, Product, and Enablement teams to improve process compliance. Prepared analytical reports using Salesforce and Genesys. operational issues.