Open to opportunities

Komal Abbas

@komalabbas

Message

Member insights manager turning survey and analytics into customer satisfaction.

United States

Message

What I'm looking for

I’m looking for a role where I can lead member/customer insights using surveys, analytics, and journey mapping—then translate results into actionable improvements that increase satisfaction and resolve issues quickly.

I’m a Growth Member Insights Manager who leads member insights work that turns marketing analytics into clear recommendations. I design and execute surveys to gather member insights, analyze results, and communicate findings to senior management and stakeholders.

At Buxton solutions, I manage internal and external research projects and use journey mapping and member research to drive improvements. I also provide training and support across departments so teams can use survey results to enhance member satisfaction.

Before moving into management, I built strong customer-facing expertise through digital service and support and customer service roles at Soneri Bank and the Citizen commission for human development. I’ve also continued hands-on problem solving in a pharmacy help desk role—handling medication coverage issues, prior authorization appeals, claim overrides, and stuck claims to get matters resolved for patients.

Experience

Work history, roles, and key accomplishments

Current

Pharmacy Help Desk

Current

Sagility Health

Oct 2024 - Present (1 year 7 months)

Support doctors’ offices with medication coverage issues and submit prior authorization appeals for patients. Handle claim overrides and stuck claims in the system and coordinate follow-ups to resolve technical and coverage concerns.

Prior Authorizations Medication Coverage Support Stuck Claim Resolution

Growth Member Insights Manager

Buxton Solutions

Jan 2017 - Mar 2021 (4 years 2 months)

Managed a member insights team responsible for marketing analytics, journey mapping, and member research. Designed and executed surveys, analyzed results, communicated findings to senior leadership, trained departments to use insights for improvements, and supported customer account issues and competitive research.

Marketing Analytics Journey Mapping Survey Design Data Analysis Customer Insights Training & Enablement Account Management Competitive Research

Digital Service Support Rep

Soneri Bank Limited

Jun 2013 - Jun 2015 (2 years)

Educated members on digital self-service tools and troubleshot issues with online banking and related applications. Processed account-related requests, supported currency exchange compliance, resolved account discrepancies, analyzed product malfunctions, followed up to ensure resolution, and gathered customer feedback for product, sales, and marketing teams.

Troubleshooting Online Banking Support Email Chat Support

Customer Service Representative

Citizen Commission For Human Development

May 2012 - Jun 2013 (1 year 1 month)

Reviewed customer accounts, updated information as needed, and provided service details. Handled complaints, processed billing and payments, and escalated issues to supervisors or experienced staff when required.

Customer Service Complaint Handling