Md Ismail Reza
Tallinn
Summary
Proven track record in enhancing customer satisfaction and loyalty, demonstrated at Prisms Peremarket through expert complaint handling and active listening. Skilled in data entry and customer relations, I successfully implemented a rewards program, boosting repeat business. Achievements include developing actionable feedback systems and mentoring new hires, showcasing my critical thinking and leadership abilities.
Overview
2024
2024
years of professional experience
Work History
Customer Service Representative
Prisms Peremarket
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Implemented rewards program that encouraged repeat business and strengthened customer relationships.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Updated company's FAQ section to include answers to common customer questions, reducing inquiry volume.
- Developed feedback system for customers to share their service experience, leading to actionable improvements.
- Coordinated with logistics department to expedite shipping for urgent customer orders.
Brand Promoter
Robi Axiata Limited
- Boosted brand awareness by implementing targeted marketing strategies and engaging promotional events.
- Maintained a strong presence at trade shows and industry events to network with potential clients and showcase the brand''s offerings.
- Enhanced customer engagement for increased sales through product demonstrations and personalized interactions.
- Assisted in the development of eye-catching visual merchandising displays to attract customers and drive sales growth.
- Developed strong relationships with key influencers, resulting in increased brand recognition and advocacy.
- Analyzed market trends and competitor activity to identify opportunities for brand differentiation and growth.
- Generated positive word-of-mouth referrals by consistently providing an exceptional customer experience during promotional events.
- Handled customer inquiries promptly and professionally while providing knowledgeable recommendations based on their needs or interests.
- Streamlined internal processes related to promoting events coordination by establishing efficient systems for information sharing and communication.
Credit Manager
NCC Bank Limited
- Negotiated payment plans with delinquent customers to minimize losses while maintaining positive client relationships.
- Performed semi-annual account credit limit reviews and credit increase review requests from financial service and sales teams.
- Work cross-functionally with sales, management, and other departments to maintain effective operations.
- Improved credit risk management by implementing effective underwriting policies and procedures.
- Evaluated complex customer profiles using financial statements, credit reports, and industry data to make informed lending decisions.
- Obtained and reviewed credit reports, credit references, credit insurance and financial statements to establish credit limits for new accounts.
- Participated in internal audits to ensure adherence to corporate guidelines and regulatory requirements related to credit management activities.
- Investigated and evaluated customers for creditworthiness and potential risk factors.
- Ensured timely resolution of disputed accounts, working closely with internal and external stakeholders to maintain positive customer relationships.
- Built a high-performing credit management team with a strong focus on collaboration, accountability, and continuous development.
- Referred delinquent accounts to collections department or outside resources.
Chef
Wok to Walk Restaurant
- Oversaw grill, stove, and oven, and cleaned equipment after every shift.
- Checked freezer and refrigerator prior to each shift to verify correct temperatures.
- Maintained well-organized mise en place to keep work consistent.
- Placed orders to restock items before supplies ran out.
- Handled and stored food to eliminate illness and prevent cross-contamination.
- Utilized proper cleaning techniques to sanitize counters and utensils used in preparation of raw meat, poultry, fish, and eggs.
- Optimized food preparation processes, implementing time-saving techniques without compromising quality.
- Trained kitchen staff to perform various preparation tasks under pressure.
- Inventoried food, ingredient, and supply stock to prepare and plan vendor orders.
Chef
Chicks Restaurant
09.2021 - 05.2023
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Implemented rewards program that encouraged repeat business and strengthened customer relationships.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Updated company's FAQ section to include answers to common customer questions, reducing inquiry volume.
- Developed feedback system for customers to share their service experience, leading to actionable improvements.
- Coordinated with logistics department to expedite shipping for urgent customer orders.
Education
Business Management - Finance And Marketing
EuroAcadeemia
Tallinn, Estonia 02.2018
MBA - Financial Management
BGC Trust University
Chittagong, Bangladesh 01.2014
BBA - Bachelor of Business Administration
Southern University
Chittagong, Bangladesh 12.2012
Commerce - Business Studies
Islamia College
Chittagong, Bangladesh 12.2008
SSC - Business Studies
Holy Child Pre Cadet School And College
Chittagong, Bangladesh 12.2006
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Problem resolution
- Call center experience
- Complaint handling
- Payment processing
- Customer satisfaction measurement
Timeline
Chef
Chicks Restaurant
09.2021 - 05.2023
Customer Service Representative
Prisms Peremarket
Brand Promoter
Robi Axiata Limited
Credit Manager
NCC Bank Limited
Chef
Wok to Walk Restaurant
Business Management - Finance And Marketing
EuroAcadeemia
MBA - Financial Management
BGC Trust University
BBA - Bachelor of Business Administration
Southern University
Commerce - Business Studies
Islamia College
SSC - Business Studies
Holy Child Pre Cadet School And College
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