Shariful Islam
Customer Service Manager
Dhaka
Summary
Customer service management professional experienced with inbound and outbound customer service and collections. Team player with exceptional listening and critical thinking skills. Personable personality that helps avoid call escalations. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Personable professional with exemplary customer service skills. Knowledgeable in tackling issues and concerns with poise. Looking to take a dedicated career as a Customer Service Executive to the next level.
Overview
11
11
years of professional experience
6
6
years of post-secondary education
Work History
Customer Service Manager
The Sky Travels & Tours
7 2023 - Current
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Addressed potential cancellations and offered catered solutions to retain accounts.
- Assisted with pricing questions, inventory availability and changes to existing order and shipping information.
- Controlled resources and utilized assets to achieve qualitative and quantitative targets.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
Senior Flight Searcher (Customer Service)
Alpha Flight Guru
04.2014 - 06.2023
- Planning and selling air transportation and other related travel services.
- Coordinate with clients to determine their needs and advise them appropriate destinations, travel dates, costs. Accommodations.
- ·Handle any issues that may arise including complaints and refunds.
- Responding promptly to customer inquiries.
- Provide relevant information to the customer.
- Build and maintain relationships with travel and tour vendors.
- Meet sales targets.
- Contributes to agency efforts by accomplishing related tasks as needed.
- Collecting reviews and analyzing customer feedback.
- Develop customer service agents and nurture them in an environment where they can excel through encouragement and empowerment.
Customer Service Agent
Travel Shop Limited
02.2014 - 03.2014
- Communicated with clients regarding account services, statements, and balances.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Provided primary customer support to internal and external customers.
Education
MBA - Human Resource Management
Primeasia University
Dhaka, Bangladesh 09.2017 - 03.2019
Bachelor of Arts - Tourism And Hotel Management
IBAIS University
Dhaka, Bangladesh 05.2010 - 11.2014
High School Diploma -
B.N.M Rifles Public School & College
Dhaka 04.2001 -
Skills
Sales proficiency
Personnel training and development
Negotiation expert
Customer-focused
Sales expertise
Administrative support
Excellent time management skills
Schedule Management
Customer Relations
Timeline
MBA - Human Resource Management
Primeasia University
09.2017 - 03.2019
Senior Flight Searcher (Customer Service)
Alpha Flight Guru
04.2014 - 06.2023
Customer Service Agent
Travel Shop Limited
02.2014 - 03.2014
Bachelor of Arts - Tourism And Hotel Management
IBAIS University
05.2010 - 11.2014
High School Diploma -
B.N.M Rifles Public School & College
04.2001 -
Customer Service Manager
The Sky Travels & Tours
7 2023 - Current
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