Gabriella Vincensa Gomes
63 Monipuripara, Tejgaon,Dhaka
Summary
Versatile and motivated professional with a Bachelor’s degree in Business Administration (HRM and Marketing) and solid experience in customer relationship management. I aim to pursue dynamic career opportunities across diverse sectors, where I can apply my academic knowledge, problem-solving abilities, and leadership skills to drive organizational success, foster people engagement, and continuously grow through new challenges.
Overview
8
8
years of professional experience
Work History
Careline advisor
Voice Tech Solutions
Dhaka
04.2025 - Current
- Assisted in maintaining accurate customer records and databases, ensuring data integrity for reporting and HR reference.
- Handled client queries with professionalism, improving customer satisfaction, and strengthening organizational reputation.
- Collaborated with team leaders to escalate and resolve complex issues, demonstrating conflict resolution and administrative coordination skills.
Senior Customer Relationship Executive
Getco BPO Services Ltd.
Dhaka
08.2017 - 03.2025
- Developed strategies to address customer inquiries and resolve issues effectively.
- Managed client interactions to enhance customer satisfaction and loyalty.
- Collaborated with teams to streamline communication processes across departments.
- Trained and mentored junior staff on best practices in customer service.
- Analyzed customer feedback to identify trends and improve service offerings.
- Built strong relationships with key clients to foster trust and engagement.
- Maintained accurate records of customer interactions, transactions and inquiries.
- Collaborated with cross-functional teams to develop innovative solutions for customers' needs.
- Ensured compliance with applicable laws, regulations and ethical standards when dealing with customers.
Education
BBA - Double Major in HRM And Marketing
Presidency University
Dhaka, Bangladesh07-2025
Higher Secondary Certificate (HSC ) ): Business Studies - Business Studies
Holy Cross College
Dhaka,Bangladesh01-2012
Secondary School Certificate (SSC): Business Studies -
Bottomley Home Girls High School
Dhaka Bangladesh01-2010
Skills
- HR and admin skills: conflict resolution, documentation and record-keeping, team collaboration
- Soft skills: communication, leadership, adaptability, empathy, patience, problem-solving, negotiation, time management, and cultural awareness
- Technical skills: MS Office (Excel, Word, PowerPoint), data analysis, CRM tools, fast typing, performance metrics monitoring (CSAT, FCR)
- Customer handling skills: complaint resolution, call handling & etiquette, service recovery (turning unhappy customers into satisfied ones), customer retention strategies, building long-term customer relationships
Affiliations
- Dubbing artist (freelancer)| Bongo
- Voice-over artist: provided voice-over services for media projects, commercials, and online news channels
Accomplishments
- Received recognition for being in the top 5 best performers in call quality and sales
Languages
Bengali
First Language
English
Upper Intermediate (B2)
B2
Reference
Julius Jhantu Gomes
EVP and head of card operations
Mutual Trust Bank
Email: jhantu.gomes@mutualtrustbank.com
Phone: 01713061585
Address: Mutual Trust Bank PLC, 111 Kazi Nazrul Islam Avenue, Dhaka, 1000, MTB Tower Level-8
Timeline
Careline advisor
Voice Tech Solutions
04.2025 - Current
Senior Customer Relationship Executive
Getco BPO Services Ltd.
08.2017 - 03.2025
BBA - Double Major in HRM And Marketing
Presidency University
Higher Secondary Certificate (HSC ) ): Business Studies - Business Studies
Holy Cross College
Secondary School Certificate (SSC): Business Studies -
Bottomley Home Girls High School