Rumana Rahman
Customer Service Specialist
PV2 Platinum Hill Condominium, Jalan Taman Melati 1, Taman Melati, 53100 Kuala Lumpur, Wilayah Perse
Summary
Personable and positive candidate with deep understanding of customer needs and conflict resolution. Familiar with communication techniques and problem-solving skills necessary for providing exceptional service. Committed to making positive impact by ensuring customer satisfaction and loyalty.
Overview
15
15
years of professional experience
6
6
years of post-secondary education
4
4
Languages
Work History
Senior Customer Service Specialist
Merchantrade Asia Sdn Bhd
04.2012 - Current
- Manage large amounts of inbound calls, chats, mail in timely manner BD,NPL,IND,MY market
- CRM expert in Gynesys Workspace
- Maintain FCR and NPS structure driven by organizations structure
- Follow communication “scripts” when handling different topics
- Identify customers' needs, clarify information, research every issue and provide solutions or Alternatives
- Responsible to attend to customer’s enquiries and complaints and perform follow-up until resolutions
- Manage and resolve customer complaints
- Identify and escalate issues to the Telecommunication & Network solve department
- Provide product and service information to customers
- Handel multi-tasking job-related with-IT management system
- Support the Team Leaders to achieve their monthly score point
- Reporting the product rate plan and quality issue directly to the quality assurance team
- Receives, processes and verifies the accuracy of orders from customers utilizing the organization’s internal CRM/mainframe systems and customer purchase orders
- Initiates required action for response to customer service requests for order changes, including the maintenance of order/customer information files and communicates changes to the appropriate personnel/departments
- Ensures and provides quality service to both internal and external customers
- Receives inquiries from and/or contacts the organization’s branch/regional offices to resolve a variety of payment-purchase related issues
- Accesses the company’s internal systems to obtain and extract detail information and provide customer service management with the data for inclusion in various scheduled and special reports
Assistant Account Manager
Ahang Fashion & Crafts Company Ltd.
12.2010 - 10.2011
- Identify customer needs and refer customers to appropriate banking services and specialists
- Develop, generate, and manage timely accounting reports
- Ensure reconciliation of Bank accounts and other accounts
- Monitor general ledger, accounts receivables, accounts payables and other records
- Create management tools that effectively monitor accounting process and assist the accounting team in preparing the balance sheet and budget reports
- Generate various analysis and financial reports for the management
- Monitor and manage the month end-accounting process
- Manage budgets for departments, projects and grants
- Monitor month end reports, schedule, payments and receipts
- Also create and monitor an effective internal audit system
- Ensure compliance of all accounting process to that of the organizations goal
Internship
Investment Corporation of Bangladesh (ICB)
07.2010 - 09.2010
- Market Research & Analysis
- Conduct financial market research and analyze investment trends
- Assist in preparing reports on stocks, bonds, and other investment vehicles
- Financial Modeling & Valuation
- Support the team in creating financial models for valuation and forecasting
- Assist in risk assessment and portfolio analysis
- Work with data to provide insights on investment opportunities
- Portfolio Management Support
- Assist in monitoring investment portfolios and updating performance reports
- Research and recommend asset allocation strategies
- Report Preparation & Presentation
- Assist in preparing pitch decks and investment memos
- Summarize findings from financial reports and present insights
- Work with senior analysts to create reports for stakeholders
- Support investment teams in day-to-day tasks
- Attend team meetings and contribute insights from research
- Assist in organizing data, reports, and presentations for investment decisions
Education
MBA - Management
University Selangor (Unisel)
01.2012 - 01.2015
BBA - Accounting
Bangladesh University of Business and Technology (BUBT)
01.2007 - 01.2010
Skills
Call center experience,Customer support
Complaint handling, Problem-solving skills
Escalation management
Complaint handling
Call auditing
Microsoft Windows
Documentation review
Reporting and analysis, Quality assurance
Microsoft Office Package
Live chat support, Email support & Email management
Cross-functional collaboration
Activities
- Member of Quantum Blood Foundation
- Coordinator of BUBT Accounting Alumni Club
- Member of BUBT Photography group
- Founder member of BUBT traveling group
- Science & Math Olympiads – Represented school/university in national competitions
- Blogging/Content Creation – Managed a personal blog, YouTube channel, or contributed articles
Research
- Living Standard and Socio-Economic Condition of Garments industry Employees in Bangladesh, Professor. Dr.Raduan Bin Idar, University Selangor (Unisel)
- Marketing Plan of Sony, Senior Lecturer. Pn. Yuslina Yusof, University Selangor (Unisel)
- Business Plan of Sonic Futsal Centre, Senior Lecturer. Hj. Mohd Salleh Mohd Abbas, University Selangor (Unisel)
- Strategic Analysis: a case study on Procter and Gamble Company (P&G), Prof Madya Dr. Mohd Fuad, University Selangor (Unisel)
- An evaluation of the performance of Mutual Funds: a study on Investment Corporation of Bangladesh (ICB), Ms. Kanij Fahmida, Bangladesh University of Business and Technology (BUBT)
Honors And Awards
Government of Bangladesh General Scholarship, 1998
Research Interests
- Management Performance
- Customer Satisfaction and consumer behavior
- Management and organizations
- International Trade Business
- Human Resource Management
- Marketing Research in Service Marketing
- Total quality management
- Develop new marketing plan for the business research
- Marketing strategy and market segmentation
Courses Acquired
- Business Research Method
- Strategic Management
- Organization Behavior
- International Trade and Business
- Marketing Management
- Manufacturing & Operation Management
- Project and Operation Management
- Management Accounting
- Accounting & Taxation
- Managerial Finance
- Corporate Finance
- Banking & Insurance
Other Skills
Microsoft Windows access Operating System, Microsoft Office Package, Minimum Working ability in 'C' and 'C++' language and Web page design, 3D Animation, Highly uses of Internet, Hardware problem solve, Network Security Basics (Firewalls, VPN), Ethical Hacking Fundamentals, Troubleshooting & IT Helpdesk Support, English, 6 out of 9, Photography, Travelling, Driving, Swimming
Phone Res
+60-129852685
Personal Information
- Height: 5'-3''
- Passport Number: A02406029
- Date of Birth: 05/12/88
- Gender: Female
- Nationality: Bangladeshi
- Marital Status: Married
- Religion: Islam
Timeline
Senior Customer Service Specialist
Merchantrade Asia Sdn Bhd
04.2012 - Current
MBA - Management
University Selangor (Unisel)
01.2012 - 01.2015
Assistant Account Manager
Ahang Fashion & Crafts Company Ltd.
12.2010 - 10.2011
Internship
Investment Corporation of Bangladesh (ICB)
07.2010 - 09.2010
BBA - Accounting
Bangladesh University of Business and Technology (BUBT)
01.2007 - 01.2010