Sheikh Sanjida Afrin
Dhaka
Summary
Customer Service Officer with expertise in account management and communication. Proven track record of enhancing customer satisfaction and driving revenue growth through effective product upselling and conflict resolution strategies. Dedicated Customer Service Officer with a strong focus on customer relationship management and product upselling. Proven ability to educate clients and streamline operations to enhance service delivery.
Overview
14
14
years of professional experience
Work History
Customer Service Officer
City bank
Dhaka
01.2019 - Current
- Assisted customers with account inquiries and daily transactions, ensuring accurate resolutions.
- Managed customer records through bank software, consistently updating account information.
- Educated clients on banking products, services, and digital banking tools to enhance understanding.
- Trained new staff on customer service protocols and banking procedures to maintain service quality.
- Identified opportunities to upsell products or services, driving revenue growth.
Customer Service Representative
Grameenphone
Dhaka
02.2017 - 09.2018
- Documented customer interactions in CRM for efficient tracking and analysis.
- Provided accurate information on products and services in response to customer inquiries.
- Maintained professionalism during stressful situations, effectively diffusing tense interactions.
Intern
Brac bank
Dhaka
02.2016 - 08.2016
- Streamlined daily banking operations and enhanced customer service tasks.
- Supported compliance initiatives by adhering to regulatory guidelines.
- Collaborated with team members to optimize workflow processes.
- Maintained accurate documentation of all activities throughout internship.
- Assisted in planning and executing virtual and in-person events.
- Identified and addressed customer needs promptly and efficiently.
Tutor
Home
Dhaka
03.2011 - 06.2015
- Created tailored lesson plans to address diverse student needs and learning styles.
- Monitored student progress and delivered constructive performance feedback.
- Encouraged inquiries from students regarding challenging topics.
- Resolved all homework assignments issued by school.
Education
MBA - Human Resources Management
Bangladesh University of Business And Technology
Dhaka09-2017
BBA - Human Resources Management
Bangladesh University of Business And Technology
Dhaka05-2014
Higher Secondary Certificate - Science
BCIC College
Dhaka07-2009
Secondary School Certificate - Science
MDC Model Institute
Dhaka06-2007
Skills
- Customer relationship management
- Banking software proficiency
- Conflict resolution and teamwork under pressure
- Account management
- Product upselling
- Data analysis
- Communication and presentation skills
- Time management
- Dependability and goal orientation
- Multitasking
Accomplishments
- Selected as top performer in academic projects during BBA program.
- Achieved Highest Score in Business Communication.
Timeline
Customer Service Officer
City bank
01.2019 - Current
Customer Service Representative
Grameenphone
02.2017 - 09.2018
Intern
Brac bank
02.2016 - 08.2016
Tutor
Home
03.2011 - 06.2015
MBA - Human Resources Management
Bangladesh University of Business And Technology
BBA - Human Resources Management
Bangladesh University of Business And Technology
Higher Secondary Certificate - Science
BCIC College
Secondary School Certificate - Science
MDC Model Institute
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