Reema Kashif
Customer Experience Analyst @Allianz Partners
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WORK HISTORY
Customer Experience Analyst @Allianz Partners
Responsible in delivering end-to-end customer journey analysis for high-value clients (NatWest,Lloyds,RBS, Ulster Bank) to uncover service pain points and improvement opportunities. Acted as key liaison between customer service operations, compliance, and product teams to document enhancement requirements.Conducted root cause analysis (RCA) on escalated cases and systemic service issues, presenting findings to senior stakeholders. Mapped “As-Is” and “To-Be” customer handling processes to support service design and agent enablement. Synthesized customer feedback (VoC, CSAT, call logs) to identify behavioural trends influencing policy, scripts, and outreach strategies.Key Achievements: • Reduced resolution time by 30% through triage workflow redesign and targeted coaching. • Increased first-contact resolution by 28% by refining process ownership and scripting. • Played a key role in business case support for service redesign, aligning insights with operational change goals.
EDUCATION
Bahria University
Bachelor of Business Administration - BBA
Bahria University
Master of Business Administration - MBA
Bahria University
Master of Business Administration (MBA)
SKILLS
ABOUT REEMA KASHIF
I’m a Business Analyst and Customer Experience Specialist with over 7 years of experience…
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