Aleya Sultana Alo

• Answering incoming calls and emails from current customers and asked open-ended questions to determine needs

• Assisting customers daily through phone, email, and in-person interactions by providing up-to-date pricing, generating quotes, and accurately entering and processing orders
• Performing various administrative tasks including responding to inquiries, managing invoices, organizing files, and handling mail
• Promoting new products, services, special offers, and upcoming events to customers
• Creating new customer profiles by setting up and registering accounts
• Keeping customer records current by regularly updating account details
• Addressing product or service issues by identifying the problem, investigating the cause, recommending and implementing effective solutions, and ensuring follow-up for complete resolution
• Carrying out additional tasks and responsibilities as needed

• Served as the first point of contact for clients, operating procedures, providing support via phone, email, and in-person communication
• Ensured accurate processing of client invoices and payments while maintaining up-to-date financial records according to industry regulations
• Developed informational materials to promote services and helped clients complete important documentation, banking solutions, improving client onboarding efficiency
• Handled scheduling, appointment coordination, and follow-up communication with precision and professionalism
• Streamlined office processes by implementing efficient administrative systems and procedures.
• Led, directed, managed and mentored 2 administrative staff members.
• Enhanced interdepartmental collaboration through the implementation of project management tools and strategies.
• Managed daily office operations, negotiated contracts, managed vendor relations and acted as primary liaison with outside organizations.

• Managed an average of 75 daily customer interactions courteously by phone and email, addressing inquiries about services, billing, and account management
• Accurately diagnosed and resolved billing discrepancies and technical concerns, maintaining detailed records in CRM systems
• Provided product guidance and recommended appropriate services based on customer needs, contributing to a high customer satisfaction rating
• Consistently exceeded performance metrics in client service quality and problem resolution turnaround time
• Performed effectively in self-directed work environment, managing day-to-day operations and decisions
• Served customers with knowledgeable, friendly support at every stage of purchasing and taking service
• Kept detailed records of daily activities through online customer database
• Boosted client satisfaction by managing accounts effectively and addressing concerns promptly
• Developed strong relationships with clients through regular communication and excellent customer service

• Prepared detailed financial and client reports to support executive-level decision-making
• Strengthened client relationships by maintaining regular communication and promptly addressing concerns, negotiating and improving service retention
• Supported process improvements for service delivery and documentation practices, enhancing operational efficiency and industry resolutions
• Supported business management initiatives by streamlining internal workflows, improving operational efficiency by 15%, and assisting senior leadership with strategic planning and client acquisition.
• Enhanced customer satisfaction by streamlining communication channels and improving response times.
• Developed innovative solutions to complex problems, resulting in improved organizational performance.
• Established long-term client relationships through consistent delivery of high-quality products and services.
• Assisted in employee appraisals, promotions and terminations based on performance reviews.
• Collaborated with stakeholders to develop actionable strategies that aligned with corporate goals and objectives.
• Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.