Sabeen Mansoor has over 15 years of experience in customer service and IT roles. She has a proven track record of leading teams, developing operational manuals, and implementing quality standards to improve customer satisfaction. Her experience includes implementing ISO 9001 certification for an IT department and coordinating external audits. She holds an MBA in Management Information Systems and professional certifications in ITIL, ISO 9001, and ISO 27001 information security management.

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Sabeen Mansoor
Eligible to work in United Kingdom
London, United Kingdom
Contact No: 07398986641
Email: sabeenmansoor@gmail.com
Linked in: https://uk.linkedin.com/in/sabeen-mansoor-56288271
Career Objective
A self-motivated and a focused Customer Service and IT professional seeking a challenging
opportunity within a progressive organization. I feel passionate towards Customer
Satisfaction and implementation of ISO standards which is integral to the success of business
operations.
Professional Highlights
 Successfully lead a team of 15 customer service staff in an Internet Service Provider (AKUNET)
 Prepared and implemented Customer Service Operational Manual for the ISP which significantly
improved the complaint solving time by 95%
 Was a point of escalation for complex customer service and support issues in ISP
 Exceptional record in solving customer related problems and boosted the overall team efficiency
 Designed and implemented Customer Satisfaction Survey for the ISP
 Designed the Website of the ISP and helped in making the website of the hospital as well
 Implemented quality policy and procedures in the IT department
 Enabled the IT Department to successfully achieve ISO 9001 certification
 Strong Team Management and Problem Solving Skills
Professional Experience
SENIOR CUSTOMER SERVICES ASSISTANT & ISO COORDINATOR - 1999 – 2004
The Aga Khan University Hospital
 Arranged weekly meetings with the staff to monitor ISP operations and resolve any issues
 Reviewed and investigated customer complaints of the ISP and provided corrective actions
 Developed Customer Retention, Customer Satisfaction and marketing strategies for the ISP
 Solely responsible for the Customer Services Section and handled the Customer Complaints when
escalated.
 Developed a manual and provided the solution of all the Customer Complaints, technical and
networking related problems. This helped significantly in decreasing the time in solving the complaints
 Developed Analytical Reports for Customer Satisfaction Surveys, Disconnection Survey, High Usage
Surveys, Active and In-Active User Surveys etc.
 Responsible for the documentation of the ISO 9001 audits and for Internal Audits
 Documented internal audits and quality management inspections and implemented corrective actions
where necessary
 Handled the External Audit –required for ISO 9001 certification
 Coordinated and supported the external audit team with relevant quality documents

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 Involved in making the E Feasibility Report with the Director of Information Technology
 Created System Flow Charts and Data Flow Diagrams for IT Division
 Prepared and updated the Service Quality documentations such as ISO Quality Manual as well as
Quality Policy for ISP and the IT Department.
 Designed Activity log sheet for the employees for effective use of time management skills
CLASS REPRESENTATIVES CHAIR – 2013-2014
GEMS WELLINGTON PRIMARY SCHOOL
 Elected by the parents of the school for the Parent Association
 My objective was to establish effective communication between the school, parents and the students. For
this I ensured that all the Class Representatives planned and conducted social activities in classes
 Conducted meetings every term where we discussed activities that should be should engaged in and
solved any issues
 Promoted healthy well-being to the school community.
 Selected as the GWPS (GEMS Wellington Primary School) Ambassador for the school
Education & Qualifications
Master of Business Administration
· Management Information Systems (MIS)
· Institute of Business Management
· Completed: 2001
Bachelor of Business Administration
· Management Information Systems (MIS)
· Institute of Business Management
· Completed: 1999
Professional Certifications
ITIL Certified
· Foundation Course
· ITSM Zone, Accredited by PEOPLECERT
· Completed:2015
ISO 9001: 2015 Certified
· Training on ISO
· CALISO
· Complete: 2016
Certification in Information Security Management System (ISMS)
· ISO 27001: 2013
· BSI Training Academy – Singapore
· Completed: 2015

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Key Competencies
 Able to work in a strong competitive environment
 Excellent communication skills both verbal and written
 Data collection, management and analysis skills
 Complaint analysis and complaint solving skills
 Time Management skills
 Decision Making skills
 Team building and leadership skills
 Customer Service Management Skills
 Employee relationship building skills
 Strong understanding of ISO 9001 certification and auditing requirements knowledge
 Experienced in creating Process Flow charts and Data Flow Diagrams
 Thorough understanding of Quality Procedures and Manuals
 Acted as a role model for other members of the staff
References
Furnished upon request