Syeda Sabrina Ahasan
Manager, Card Services Team, City Bank PLC
Mirpur 15
Summary
Talented Manager with expert team leadership, planning, and organizational skills built during successful career. Smoothly equip employees to independently handle daily functions and meet customer needs. Diligent trainer and mentor with exceptional management abilities and results-driven approach.
Results-driven management professional with proven ability to lead teams to success. Strong focus on team collaboration, operational efficiency, and achieving measurable outcomes. Adept at strategic planning, process improvement, and fostering culture of accountability and excellence. Known for adaptability and consistently meeting changing organizational needs.
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.
Overview
17
17
years of professional experience
31
31
years of post-secondary education
Work History
Manager, Card Services Team
City Bank PLC
Dhaka, Dhaka
01.2025 - Current
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maximized performance by monitoring daily activities and mentoring team members.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
Associate Manager, Card Services, Cards
City Bank PLC
Dhaka, Dhaka
01.2023 - 12.2024
- Supervising customer service team to ensure a maximum effective output considering huge pressure of a day.
- Developing process and policies through implementation and simplification.
- Conducting training and one-to-one sessions for motivating team members.
- Handling Bangladesh Bank issues directly (human errors, violation of policies and so on).
- Monitoring all kinds of customer requests.
- Leading, motivating, developing and directing the team to maximize efficiency in customer service.
- Monitoring and maintenance of Back office operations.
- Creating an environment where constant improvement is actively encouraged and recognized.
- Ensuring all staff are trained to deliver a customer focused service.
- Report and track maintenance issues.
- Handling customer issues, complaints and feedback.
- Arranging team building programs.
- Ensuring continuous support to team members for getting maximum output.
- Customer back-end communication through online service portal.
- Handling customer queries and complaints based on process and organizational policy.
- Branch communication for ultimate customer solution.
- Co-ordination of branch and back-end work progress.
- Customize new policies, process and further work process development.
- Back-end card sales monitoring and lead generation.
- Dealing with Bangladesh bank rules and regulation for ultimate customer solution.
- Report generation for overall back office weekly basis.
- Team lead and work for team motivation.
Assistant Manager, Card Services, Cards
The City Bank Limited
02.2019 - 01.2023
- Leading, motivating, developing and directing the team to maximise effiency in customer service.
- Monitoring and maintenance of Back office operations.
- Creating an environment where constant improvement is actively encouraged and recognized.
- Ensuring all staff are trained to deliver a customer focused service.
- Report and track maintenance issues.
- Handling customer issues, complaints and feedback.
- Arranging team building programs.
- Ensuring continuous support to team members for getting maximum output.
- Customer back-end communication through online service portal.
- Handling customer queries and complaints based on process and organizational policy.
- Branch communication for ultimate customer solution.
- Co-ordination of branch and back-end work progress.
- Customize new policies, process and further work process development.
- Back-end card sales monitoring and lead generation.
- Dealing with Bangladesh bank rules and regulation for ultimate customer solution.
- Report generation for overall back office weekly basis.
- Team lead and work for team motivation.
- Policy development along with the management committee.
- Maintaining overall SOPs for work progress.
- Work under pressure and 'I can' attitude ensuring.
- Ensuring organizational value pillars and care program.
- Attending trainings and meetings.
Program Presenter
Banglavision
Dhaka, Dhaka
03.2008 - 07.2021
- Acting in two films, several dramas, freelancing presentation in several programs of different channels etc.
Manager-In-Charge, Customer Service
The City Bank Limited
11.2017 - 01.2019
- Leading, motivating, developing and directing the team to maximise effiency in customer service.
- Monitoring and maintenance of Bank International lounge access policies.
- Creating an environment where constant improvement is actively encouraged and recognized.
- Ensuring all staff are trained to deliver a customer focused service.
- Report and track maintenance issues within the lounge.
- Closely monitor lounge reports daily and make decisions accordingly.
- Comply and ensure your team follows all rules CAAB.
- Handling customer issues, complaints and feedback.
- Arranging team building programs.
- Ensuring continuous surveillance to vendors of food and beverage.
- Modification of menus as per customer demand.
- Monitoring the lounge cleanliness, staff grooming and lounge appearances.
- Handling VIPs at lounge.
Lecturer
IUBAT-International University of Business Agriculture & Technology
06.2016 - 11.2017
- Preparing and delivering lectures, tutorials, workshops, and seminars.
- Developing curricula and course material that can be used across a number of platforms.
- Collaborating with other academics and lecturers to improve teaching methods and expand knowledge base.
- Setting and grading assignments, tests, and exams.
- Conducting research, and writing papers, proposals, journal articles, and books.
- Attending and participating in meetings, conferences, and other events in and outside of the institution.
- Participating in training opportunities and initiatives at the institution.
- Providing support to students and other colleagues.
- Staying current by reading widely and producing published work in the field.
Executive Sales & Marketing
Hotel Sarina Dhaka
05.2014 - 03.2015
- Meeting with clients virtually or during sales visits.
- Demonstrating and presenting products.
- Establishing new business.
- Maintaining accurate records.
- Attending trade exhibitions, conferences and meetings.
- Reviewing sales performance.
- Negotiating contracts and packages.
- Working towards monthly or annual targets.
Coordination Officer
Tepantor Group
Dhaka, Dhaka
11.2013 - 04.2014
- Coordinating all 13 sister concerns.
- Reporting and monitoring day to day business.
- Ensuring smooth operation.
- Work for employee motivation.
- Arranging business meetings with clients.
Guest Service Associate
The Westin Dhaka
Dhaka, Dhaka
04.2013 - 11.2013
- Ensuring personalized service with best service to ensure that guest will come back.
- Welcomed and acknowledged guests with smile, eye contact, and friendly verbal greeting using guest's name, boosting overall guest satisfaction scores [100]%.
- Collaborated with team members to consistently exceed guest expectations through exceptional service delivery.
- Processed payments accurately, maintaining proper cash handling procedures and balanced registers at the end of each shift.
Education
Master of Business Administration (MBA) - Human resource
Bangladesh Open University
Dhaka 01.2015 - 01.2022
Master of Arts (MAEng) - English Literature
National University (Bhawal Badre Alam University College)
Gazipur 01.2015 - 01.2017
Bachelor of Arts (BAEng) - English Literature
National University (Bhawal Badre Alam University College)
Gazipur 01.2011 - 01.2015
Bachelor of Arts in Tourism and Hospitality Management (BATHM) - Front Office Management, Food and Beverage Management
IUBAT-International University of Business Agriculture And Technology
Uttara, Dhaka 01.2011 - 01.2014
Higher Secondary Certificate (HSC) - Science
Gazipur Cantonment Board College
Gazipur 01.2007 - 01.2009
Secondary School Certificate (SSC) - Science
Joydebpur Govt.Girls' High School
Joydepbur, Gazipur 01.2012 - 01.2025
Skills
- Operating System
- MS-Office package
Operations management
Strategic planning
Decision-making
Performance management
Customer service
Project management
Customer relationship management (CRM)
Cross-functional teamwork
Staff training and development
Complex Problem-solving
Performance evaluations
Coaching and mentoring
Conflict resolution
Positive attitude
Multitasking Abilities
Computer skills
Adaptability and flexibility
Team building
Analytical thinking
Adaptability
Managing operations and efficiency
Extra-Curricular Activities
Dancing, acting, poem reciting, anchoring etc. ITHMS- IUBAT Tourism and Hospitality Management Society, Cultural Manager, IUBAT Gold, Assistant Organizing Manager, Souls of Gazipur, Organizing Manager
Extra Curricular Experience
Banglavision, Program Presenter, 03/01/08, 07/31/21, Acting in two films, several dramas, freelancing presentation in several programs of different channels etc.
Academic Excellence
- Micro Teaching in Teacher's Training: A Tool to Improve craft of Tertiary Level Teachers, Proceeding of National Conference on Teaching and Learning, Daffodil International University, Bangladesh
- Crucial Factors for the Quality of Higher Education in Bangladeshi Tertiary Level Students: A Comprehensive Study on the Private Universities of Bangladesh, National Conference on Quality in Higher Education, IUBAT- International University Of Business Agriculture and Technology
Skills
Win98, Win2000, Win XP, Windows 7, Windows 10, MS-Office package, Mind map application, English, Hindi
Training And Development
- Teaching-Learning, Curriculum & Quality assurance.
- Communication & leadership Master-class.
- Service Excellence.
- CPR and Foreign body airway obstruction.
- First aid and Firefighting.
- Banking foundation program.
Confirmation
I do hereby confirm that the information provided herein is true, complete and accurate.
Personal Information
- Father's Name: Syed Nurul Ahasan
- Mother's Name: Nasima Ahasan
- Date of Birth: 04/18/92
- Gender: Female
- Nationality: Bangladeshi
- Marital Status: Widow (2 children)
- Religion: Islam
Timeline
Manager, Card Services Team
City Bank PLC
01.2025 - Current
Associate Manager, Card Services, Cards
City Bank PLC
01.2023 - 12.2024
Assistant Manager, Card Services, Cards
The City Bank Limited
02.2019 - 01.2023
Manager-In-Charge, Customer Service
The City Bank Limited
11.2017 - 01.2019
Lecturer
IUBAT-International University of Business Agriculture & Technology
06.2016 - 11.2017
Master of Business Administration (MBA) - Human resource
Bangladesh Open University
01.2015 - 01.2022
Master of Arts (MAEng) - English Literature
National University (Bhawal Badre Alam University College)
01.2015 - 01.2017
Executive Sales & Marketing
Hotel Sarina Dhaka
05.2014 - 03.2015
Coordination Officer
Tepantor Group
11.2013 - 04.2014
Guest Service Associate
The Westin Dhaka
04.2013 - 11.2013
Secondary School Certificate (SSC) - Science
Joydebpur Govt.Girls' High School
01.2012 - 01.2025
Bachelor of Arts (BAEng) - English Literature
National University (Bhawal Badre Alam University College)
01.2011 - 01.2015
Bachelor of Arts in Tourism and Hospitality Management (BATHM) - Front Office Management, Food and Beverage Management
IUBAT-International University of Business Agriculture And Technology
01.2011 - 01.2014
Program Presenter
Banglavision
03.2008 - 07.2021
Higher Secondary Certificate (HSC) - Science
Gazipur Cantonment Board College
01.2007 - 01.2009
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