A S M ARIF BOKHTIAR
BUSINESS DEVELOPMENT
Dhaka
Summary
Highly organized and reliable administrative and operations professional with hands-on experience supporting business operations, stakeholder coordination, and documentation management. Strong English communication skills, excellent attention to detail, and proven ability to manage tasks independently from start to finish. Well-suited for a Virtual Assistant (Admin & Operations) role in a structured, process-driven organization.
Professional with strong experience in customer support, prepared for this role. Skilled in conflict resolution, communication, and technical troubleshooting. Focused on team collaboration and achieving results, adapting to changing needs seamlessly. Reliable and approachable, with knack for building rapport and resolving client issues efficiently.
Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.
Overview
16
16
years of professional experience
1
1
Language
Work History
Operations & Customer Support Associate
Partnership Business in Airbnb
01.2018 - 10.2025
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing and resolving inquiries and concerns.
- Maintained comprehensive knowledge of product offerings to ensure accurate information was provided to customers during troubleshooting efforts.
- Developed strong relationships with clients through consistent follow-ups on outstanding issues, ensuring timely resolutions and ongoing communication updates.
- Improved overall customer experience by proactively identifying areas for process improvement within the support department.
- Collaborated effectively with cross-functional teams to address complex customer issues and achieve positive outcomes.
- Served as a reliable point of contact for internal departments, sharing expertise on product features, functionalities, and customer support best practices.
- Managed multiple tasks simultaneously while maintaining composure during high-volume periods or challenging calls.
- Utilized advanced problem-solving skills to identify root causes of recurring issues, implementing targeted solutions that led to improved customer experiences.
- Boosted customer retention rates by providing exceptional support through phone, email, and chat interactions.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Provided seller support on refunds, posted feedback and policy changes.
- Played an instrumental role in updating and maintaining the company''s knowledge base to ensure easy access to accurate and current information for both customers and support staff.
- Prevented potential escalations by successfully handling challenging situations with empathy, patience, and diplomacy.
- Assisted in training new hires, sharing best practices, and fostering a team-oriented environment focused on delivering excellence in customer service.
- Initiated follow-up phone calls to sellers concerning resolved issues to enhance platform experience.
- Advocated for sellers and provided feedback to enhance selling process for overall improvements.
- Conducted regular self-assessments of performance, seeking opportunities to expand skillset through ongoing training and development programs.
- Achieved high service ratings for consistently meeting and exceeding performance targets in call resolution times and quality assurance evaluations.
- Efficiently navigated company CRM systems to document case details accurately for tracking purposes and future reference.
- Contributed to increased sales by upselling products and services when appropriate during support interactions.
- Liaised between corporate decision-makers and sellers on issues involving fees, prohibited items and gating.
- Assisted sellers with platform requirements for renewals and upgrades.
- Provided sellers with accurate information concerning platform policies for sales, database issues, and listing inaccuracies.
Admin & Operations Support
Partnership Business in Abacus Technologies & Software Solutions
02.2010 - 11.2017
- Self-motivated, with a strong sense of personal responsibility.
- Excellent communication skills, both verbal and written.
- Proven ability to learn quickly and adapt to new situations.
- Skilled at working independently and collaboratively in a team environment.
- Worked well in a team setting, providing support and guidance.
- Passionate about learning and committed to continual improvement.
- Managed time efficiently in order to complete all tasks within deadlines.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Worked effectively in fast-paced environments.
- Worked flexible hours across night, weekend, and holiday shifts.
- Demonstrated respect, friendliness, and willingness to help wherever needed.
- Strengthened communication skills through regular interactions with others.
- Paid attention to detail while completing assignments.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Organized and detail-oriented with a strong work ethic.
- Learned and adapted quickly to new technology and software applications.
- Resolved problems, improved operations, and provided exceptional service.
- Proved successful working within tight deadlines and a fast-paced environment.
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
- Participated in team projects, demonstrating an ability to work collaboratively and effectively.
Education
MBA - Risk Management
Yale University
United States Of America 01-2020
BBA - Accounting & Finance
American International University of Bangladesh
Dhaka, Bangladesh01-2017
J.D. - Commerce
Dhaka Commerce College
Dhaka 04.2001 -
J.D. - Commerce
Willes Little Flower Higher Secondary School
Dhaka, Bangladesh 04.2001 -
Skills
Administrative & Operations Support
Stakeholder & Client Coordination
Microsoft Word, Excel & Email Management
Documentation, Record & Compliance Handling
Recruitment & Onboarding Support
Inbound Call Handling & Follow-up
Reporting, Trackers & Data Accuracy
Confidential Information Handling
Time Management & Task Prioritization
Customer service
Problem-solving abilities
Active listening
Call management
Online chat support
Call center operations
Report preparation
Staff education and training
Teamwork
Teamwork and collaboration
Remote support
Problem-solving
Software installation
Microsoft windows and office
Time management
Multitasking
Decision-making
Friendly and patient
Self motivation
Time management abilities
Adaptability and flexibility
Verbal and written communication
Team collaboration
Effective communication
Organizational skills
Team building
Attention to detail
Problem-solving aptitude
Incident management
Customer communication and empathy
Customer needs assessment
System upgrades
Workforce planning
Quality assurance
Support services
Task prioritization
Interpersonal skills
Professionalism
Project coordination
Issue and resolution tracking
Training development
Written communication
Continuous improvement
Risk assessment
Timeline
Operations & Customer Support Associate
Partnership Business in Airbnb
01.2018 - 10.2025
Admin & Operations Support
Partnership Business in Abacus Technologies & Software Solutions
02.2010 - 11.2017
J.D. - Commerce
Dhaka Commerce College
04.2001 -
J.D. - Commerce
Willes Little Flower Higher Secondary School
04.2001 -
MBA - Risk Management
Yale University
BBA - Accounting & Finance
American International University of Bangladesh
ADDITIONAL INFORMATION
- Excellent written and verbal English communication
- Comfortable with structured office hours and onsite work
- Proactive, disciplined, and detail-oriented work approach