Asma Khalif
London
Summary
Customer focused professional with a strong track record of enhancing customer satisfaction, loyalty, and retention. Skilled in identifying customer pain points and implementing solutions to drive seamless user experiences. Proficient in leveraging communication, problem-solving, and data analysis to foster strong client relationships, improve operational efficiency, and contribute to business growth.
Overview
5
5
years of professional experience
2021
2021
years of post-secondary education
Work History
Customer Experience Executive
News UK - The Times and Sunday Times
London
07.2022 - Current
- Led customer journey mapping initiatives, resulting in a measurable increase in customer satisfaction.
- Managed Medallia platform end-to-end, including survey creation, health checks, and stakeholder reporting.
- Analysed thousands of customer feedback entries monthly, producing insight reports to guide editorial and product teams.
- Improved first-contact resolution through targeted training and roundtable sessions with contact centre teams.
- Wrote and distributed monthly CX newsletters to share trends and actionable insights across departments.
- Supported Salesforce data reporting and UAT testing to improve internal process efficiency.
- Implemented streamlined workflows that enhanced the customer support experience across touchpoints.
- Assisted in market research and competitor analysis to inform customer-centric strategies.
- Reviewed and refined customer-facing communications for clarity and consistency.
Sales and Retention Executive
The Times and Sunday Times
03.2022 - 07.2022
- Meeting weekly and daily targets
- Experience using Salesforce and infinity systems to update clients details
- Update and maintain sales database as appropriate
- Retaining clients for long time purposes and offering them great deal for their service
- Resolving customer complaints and regularly updating them
- Dealing with confidential information, payments and invoices
Marketing Executive
NGO Words Heal World
10.2020 - 06.2021
- Working with team to create marketing plan
- Promote social media platforms
- Update The teams and support them to create marketing content
- Analyse results from previous projects and recommend future improvements on projects
- Use SEO to improve quantity and quality of the website
- Analyses the workflow of the teams and projects overall
- Create creative content to maximise donations and increase website traffic
- Assist in the daily communication stakeholders and team
Education
BSc (Hons) - International Business
Brunel University London
London 2018 - 01.2021
Skills
- Stakeholder Communication – Copywriting, proofreading, CX newsletter reporting
- CRM & CX Platforms – Salesforce (4 years), Medallia (3 years)
- CSAT/NPS Data & Performance Analysis – Expertise in data analysis and reporting
- Service Design & UAT Testing – Experience in service design and Salesforce UAT testing
- CX Survey Implementation & Management – Expert in survey creation, management, and analysis
- Microsoft Office Suite – Proficient in Word, Excel, PowerPoint, and Outlook
- Customer Journey Enhancement – Journey mapping, identifying pain points, and optimising experiences
References
References available upon request.
Timeline
Customer Experience Executive
News UK - The Times and Sunday Times
07.2022 - Current
Sales and Retention Executive
The Times and Sunday Times
03.2022 - 07.2022
Marketing Executive
NGO Words Heal World
10.2020 - 06.2021
BSc (Hons) - International Business
Brunel University London
2018 - 01.2021
Similar Profiles
KARAN DHAMASKARKARAN DHAMASKAR
Account manager at The Times and Sunday TimesAccount manager at The Times and Sunday Times
Naz KaradedeNaz Karadede
Interviewer at The Times And The Sunday TimesInterviewer at The Times And The Sunday Times
Bishal MehtaBishal Mehta
Sales & Marketing Executive (Internship) at International Business Times (IB Times UK)Sales & Marketing Executive (Internship) at International Business Times (IB Times UK)