Summary
Overview
Work History
Education
Skills
Training
COURSES
ACADEMIC EXPERIENCE
Timeline
Generic
FARINA ISLAM

FARINA ISLAM

Customer Support Manager

Summary

Skilled in developing efficient processes, coaching leaders, and driving employee engagement to achieve measurable improvements in customer satisfaction, operational efficiency, and team productivity. Excited to leverage my expertise in team leadership, customer-focused strategies, and process improvement to drive value and success.

Overview

9
9
years of professional experience

Work History

Customer Support Manager

Exness
06.2022 - Current
  • Managing a team of 70 employees, including 6 team leaders, to deliver exceptional customer experiences and exceed performance metrics.
  • Enforcing policies and procedures: proactively identify and recommend areas for improvement to the Management.
  • Create processes for the team to improve the team's efficiency.
  • Contributing customer service information and recommendations to strategic plans and reviews.
  • Collaborate with other Customer Service Managers and Departments to ensure that operational objectives are achieved.
  • Identifying customer service trends to manage and coordinate scheduling.
  • Recruitment: Lead, and select for recruitment of respective region, set salary packages, and conduct annual salary appraisals.
  • Performance management: Set and track key performance indicators by planning, monitoring, appraising, and reviewing job contributions.
  • Talent Development and Training: undertake coaching sessions for team leaders, provide feedback, and identify training needs for the team.
  • Employee engagement: support and create a motivated, engaged, and supportive working environment within the team.
  • Present regular performance reports to senior management, highlighting achievements and areas of improvement.
  • Determining system and process improvements.

Customer Support Team Leader

Exness
05.2019 - 05.2022
  • Successfully led a team of 28 individuals, including 14 direct reports, by providing strategic direction, coaching, and performance management.
  • Conduct Support Mentoring Program.
  • Assist with new hire interviewing and orientation.
  • Identify Customer support trends to manage and coordinate scheduling.
  • Provide feedback to the team members related to their performance and plan training to enhance their skills.
  • Enforce policies and procedures: proactively identify and recommend areas for improvement.
  • Track key performance indicators, and monitor the team's performance to ensure the procedures and timelines are met.
  • Supervise and guide the team to provide excellent customer support and seek solutions to clients' issues.
  • Analyze Customer Satisfaction surveys and implement changes to ensure customer satisfaction is met at all times.
  • Manage fraud cases: lead the investigation, provide a report, classify each fraud case, and resolve it.
  • Assist the Localisation Department with translation checking.
  • KYC- Verify Customer identity, source of funds, and AML.
  • Testing new payment system for the implementation processes.
  • Conduct detailed quality checks on customer support processes to ensure compliance with company standards.

Customer Support Supervisor

Exness
04.2018 - 04.2019
  • Assist management in tracking employment workflow.
  • Updating Disciplinary reports for any misconduct occurrence.
  • Helping employees with all the queries and difficulties in regard to clients' issues.
  • Creating tasks and escalating issues to the IT department, keeping track of it, and updating it accordingly.
  • Processing cases regarding clients' issues.
  • Verifying clients' data.
  • Testing the company’s products and services.
  • Advanced troubleshooting for clients experiencing technical issues and reporting it to the IT department accordingly.
  • Perform other tasks assigned by management within the competence.

Customer Support Specialist

Exness
08.2016 - 03.2018
  • Solves customers’ problems regarding forex and assured satisfaction via chat, email and phone.
  • Respond to all customers’ queries in a timely manner.
  • Taking a keen personal interest and ownership of all cases and seeing them through from start to finish.
  • Being in control at all times and remaining calm with irritable or abusive customers.
  • Use computer framework to track, gather data as well as troubleshoot client issues.

Education

Bachelor of Business - Financial Risk Management, Banking and Finance

Victoria University
01.2016

Advanced level - Accounting and Mathematics

Edexcel - British Council
01.2012

Skills

Analytical

Decision Making

Leadership and Teamwork

Communication Skills

undefined

Training

  • Management Excellence Program
  • Future Leaders Program
  • Six Sigma (Green Belt)
  • Business writing skills
  • Excel (Beginner, Intermediate, Advanced)

COURSES

Management Essential, Harvard Business School Online, 2024

ACADEMIC EXPERIENCE

Alliance Bank Knowledge session

  • Acquired knowledge of the Forex Market and how exactly Forex and share market work.


Employability training program (Completion of Leap)

  • Enhanced and focused on communication skills, critical thinking, teamwork, and personal management.


Integrated Business challenge

The first unit in the Business challenge required working in teams. The aim was to develop skills for professional training.


  • A project in a real-world context where the prototype was to open a Disney Land in Mumbai (India).
  • Considered marketing, financial, legal, managerial decision-making, and problem-solving.
  • Improved critical thinking, analyzing information, and research on conflict management.


International Business Challenge

The second unit in the Business challenge was to focus on business project management and career development management.


  • A CSR project for TESCO MALAYSIA that encourages consumers to recycle in Tesco through a vending machine which will help Tesco to get back their products which as a result will reduce cost and increase revenue and efficiency.
  • Conducted a survey in TESCO Puchong to find out the percentage of people interested in recycling.
  • Made a career portfolio where I had to design my career plan and professional web folio.
  • Developed entrepreneurial ideas by applying my learning in other business firms to solve problems.


Applied Business Challenge

The final unit in the Business challenge was to focus on developing business knowledge, personal attributes, and professional skill.


  • Led a business start-up project to develop a prototype of a Mandarin language-learning gaming application.
  • Designed promotional materials, including banners, flyers, and web pages, to drive product awareness.
  • Delivered investor pitch presentations to secure potential funding for the project.

Timeline

Customer Support Manager

Exness
06.2022 - Current

Customer Support Team Leader

Exness
05.2019 - 05.2022

Customer Support Supervisor

Exness
04.2018 - 04.2019

Customer Support Specialist

Exness
08.2016 - 03.2018

Bachelor of Business - Financial Risk Management, Banking and Finance

Victoria University

Advanced level - Accounting and Mathematics

Edexcel - British Council

Similar Profiles

CREATE PROFILE
FARINA ISLAMCustomer Support Manager