Fathema Jahan Shelly
Niketan R/A, Gulshan - 1, Dhaka
Summary
Goal-oriented manager with distinguished experience in Banking industries, particularly in Corporate Cards sector with proven leadership abilities. Expert in increasing productivity and customer satisfaction while driving revenue and sales. Committed to streamlining procedures while optimizing employee talent. Performance-oriented sales leader offering exceptional record of achievement over 10 years career. Passionate about applying excellent organization and communication skills to manage and lead teams. Tenacious manager with strategic and analytical approach to solving problems, bringing in customers and accomplishing profit targets. Talented in identifying and capitalizing on emerging market trends and revenue opportunities.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Manager, Corporate Sales & Alliance
EASTERN BANK LIMITED
Dhaka
01.2023 - Current
- Develops and maintains relationships with customers, corporate houses and suppliers through account development.
- Onboarding of new corporate accounts under the portfolio of Corporate Cards, Co-Brand Cards, Virtual Cards, B2B and Distributor Financing through virtual card platforms.
- Analyzes financial statistics, reports and other accounting data to ensure credit risk management.
- Expands cross-functional organizational capacity by collaborating across departments on priorities, functions and common goals.
- Onboards Co-Brand Card programs with renowned corporate bodies in association with payment schemes, like - VISA, MASTERCARD, DINERS CLUB INTERNATIONS, UNION PAY.
- Coaches employees in successful selling methods to encourage cross-selling to drive revenue.
- Informs Executive Leadership Team of current activities and progress with investigations.
- Recommends and implements policies and procedures.
- Participates in development & review of Product Program Guideline (PPG) of various products in Banking.
- Directs subordinate managers and staff.
- Performs other professional responsibilities as assigned.
Associate Manager, Corporate Sales & Alliance
Eastern Bank Limited
Dhaka
01.2019 - 12.2022
- Generated new sales leads to achieve and exceed monthly sales goals.
- Assessed customer needs and utilized suggestive selling techniques to drive sales.
- Educated clients on current promotional offerings and products using persuasive selling tactics.
- Managed all current data files for use in tracking goals and productivity.
- Collaboration with card payment schemes - VISA, MASTERCARD, UNION PAY, DINERS CLUB INTERNATIONAL, AMEX.
- Participated in User Acceptance Testing (UAT) for various banking software and projects.
- Set and enforced performance and service standards to keep consistent, high-quality environment devoted to customer satisfaction.
- Participated in providing inputs for redesign and modify policies and programs for sales growth and revenue generation.
- Engaged with customers to build rapport and loyalty.
- Developed remarkable Power Point Presentations on various products & services.
- Assisted with developing and implementing departmental policies and procedures as needed.
- Assisted to provide orientation and training for new team members.
- Resolved employment-related disputes and peer conflicts through proactive communication styles.
- Coordinated statistical data analysis, design, and information flow.
- Developed database objects, including tables and views.
- Kept records accurate, detailed and fully compliant with reporting requirements to meet internal and Central Bank requirements.
Officer, Corporate Sales & Customer Retention
Eastern Bank Limited
Dhaka
01.2017 - 12.2018
- Delivered engaging sales presentations to new clients, explaining technical information in simplified language to promote features, increase client base and transaction volume.
- Consistently exceeded individual sales and service goals monthly and annually.
- Assisted to develop sales strategy based on research of consumer buying trends and market conditions.
- Resolved escalated customer issues with innovative approaches and within timeframes to ensure customer satisfaction and retention.
- Managed and coordinated daily corporate banking activities.
- Met deadlines by proactively managing individual and team tasks.
- Gathered and reviewed customer feedback to improve operations.
- Assisted in engaging employees in business processes with positive motivational techniques.
- Assisted corporate customers with various service issues and product queries.
Assistant Officer, Corporate Sales & Retention
Eastern Bank Limited
Dhaka
05.2014 - 12.2016
- Coordinated solutions for high volume of customer inquiries per day while meeting and exceeding performance quotas.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Provided primary customer support to internal and external customers.
- Developed rapport with clients and other stakeholders to increase sales.
- Assisted in creating effective strategies to target new markets after researching and analyzing competitor behavior.
- Assisted to develop sales strategy based on research of consumer buying trends and market conditions.
- Participated to develop innovative marketing campaigns to increase engagement with target demographic and drive brand exposure along with sales boost.
Customer Service Officer
Banglalink Digital Communications Limited
Dhaka
01.2007 - 12.2008
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Responded to customer requests for products, services, and company information with minimal wait time.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Tracked customer service cases and updated service software with customer information.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Addressed customer complaints and mitigated dissatisfaction with effective solutions and innovative approaches.
- Offered advice and assistance to customers, paying attention to special needs or wants.
Education
MBA - Finance
American International University - Bangladesh
Dhaka, BangladeshBBA - Marketing & Communication
Independent University, Bangladesh
Dhaka, BangladeshHigh School Diploma -
Shaheed Anwar Girls' School & College
Dhaka, Bangladesh1999
Skills
- Business Development and Planning
- Corporate Sales
- B to B Sales
- Corporate Event Management
- Goals and Performance
- Financial Records Analysis
- Risk Assessment
- Market Research
- Persuasive Negotiations
- Sales Strategy Development
- Communication and Engagement Techniques
- Client Base Retention
- Innovative Thinking
- Personnel Management & Leadership
- Organizational Leadership
- Data Management & Strategic Planning
- Performance Evaluation
- Conflict Resolution
- Time Management
- Internal Audit Administration
- Compliance Management
- Review Contracts
Certification
- Certificate on Anti Money Laundering Acts by Eastern Bank Limited
- Certificate on Foundation Course of Banking by Bangladesh Institute of Bank and Management (BIBM)
- Certificate on Photography
Hobbies
- Photography
- Exploring the World
- Oil Painting & Sketch
- Reading books of various genres, namely - Artificial Intelligence, Leadership, Sales & Business, Science Fictions, Thrillers
Languages
Bengali
Native language
English
Proficient
C2
French
Beginner
A1
Timeline
Manager, Corporate Sales & Alliance
EASTERN BANK LIMITED
01.2023 - Current
Associate Manager, Corporate Sales & Alliance
Eastern Bank Limited
01.2019 - 12.2022
Officer, Corporate Sales & Customer Retention
Eastern Bank Limited
01.2017 - 12.2018
Assistant Officer, Corporate Sales & Retention
Eastern Bank Limited
05.2014 - 12.2016
Customer Service Officer
Banglalink Digital Communications Limited
01.2007 - 12.2008
MBA - Finance
American International University - Bangladesh
BBA - Marketing & Communication
Independent University, Bangladesh
High School Diploma -
Shaheed Anwar Girls' School & College
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