Summary
Timeline
Work History
Overview
Education
Skills
Work Preference
Gardening, Outdoor Activities, DIY
Work Availability
Additional Information
Languages
Websites
Aleya Sultana Alo

Aleya Sultana Alo

Toronto,ON
The only limit to your potential is the belief that you have no limits.
Aleya Sultana Alo

Summary

Detail-oriented and customer-focused professional with over 4 years of experience in administrative support, account management, and customer experience associate. Dedicated to delivering operational excellence and enhancing customer satisfaction. Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.

Timeline

Administrative Director and Marketing Coordinator - Vietnam Canada Education and Employment Agency
08.2023 - 03.2025
Associate-Account Management - Sutherland Global Services
08.2021 - 07.2023
Executive, Business Process Development - Duronto TV-Barind Media Ltd.
10.2019 - 02.2021
United International University - BBA, Marketing
02.2015 - 05.2019
Dhaka City College - Higher Secondary School Certificate, Business Studies
04.2012 - 11.2014
YWCA Higher Secondary Girls' School - Secondary School Certificate, Business Studies
02.2000 - 04.2012

Work History

Administrative Director and Marketing Coordinator

Vietnam Canada Education and Employment Agency
08.2023 - 03.2025
  • 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.

Associate-Account Management

Sutherland Global Services
08.2021 - 07.2023
  • 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

Executive, Business Process Development

Duronto TV-Barind Media Ltd.
10.2019 - 02.2021
  • 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.

Overview

5
5
years of professional experience

Education

BBA - Marketing

United International University, Dhaka, Bangladesh
02.2015 - 05.2019

Scholarship and Awards

  • Secured 50% scholarship in 5 trimesters and 50% tuition waver in 7 trimesters for maintaining CGPA above 3.50 on a scale of 4
  • Awarded 2nd Prize in HR Hulk, a National University HR Case Competition (October 2015)
  • Completed Undergraduate degree with CGPA 3.65 on a scale of 4

Workshop and Trainings Attended

  • Successfully completed the "12th Graphic Design Basic Short Course" (3 months) organized by the UIU Career Counseling Centre, developing foundational skills in visual graphic design and creativity
  • Attended a Workshop on Ideation and Project Planning, organized by Casper Foundation
  • Participated in a Lecture Session on Time and Stress Management, facilitated by Optima HR Solutions (December 2017)
  • Attended a Workshop on Supply Chain Management, facilitated by the Bangladesh Supply Chain Management Society (BSCMS) (June 2017)

Leadership, Volunteering, and Event Participation

  • Selected as a Teacher's Assistant for multiple university faculty members and professors, providing support in course materials, grading, and student guidance
  • Treasurer, CASPER-UIU Chapter (November 2018 – May 2019)
  • Assistant General Secretary, CASPER-UIU Chapter (June 2018 – October 2018)
  • Executive Member, UIU Finance Forum
  • Volunteer, The 1st Inter College Dhaka Zonal Academic Quiz Competition (January 2019)
  • Participated in Financial Education for the Youth with a View to Implementing SDG, a training program organized by Islamic Bank Training and Research Academy (July 2018)
  • Successful organizer of the National Career Conference 2018
  • Participated in Team Green, an Intra-varsity HR Competency Competition (August 2016)

Event Organization

  • Organized and led a workshop on Effective Problem-Solving Skills, named “Project Proforma,” in February 2019.
  • Arranged a workshop on “Global Career in Project Management” in July 2017, focusing on career development in project management.
  • Coordinated a seminar on “Career Counseling Session” in partnership with Banglalink, BdJobs, and Daraz.com to guide professionals in their career paths.
  • Organized a seminar on the “Role of Youth in Transforming Women's Lives” in collaboration with UNV (United Nations Volunteers) to discuss the impact of youth on women’s empowerment.
  • Led a seminar on “She Dialogue” in partnership with TripZip Tours, Partex Group, and Casper UIU, addressing key issues around women’s leadership and entrepreneurship.

Higher Secondary School Certificate - Business Studies

Dhaka City College, Dhaka, Bangladesh
04.2012 - 11.2014
  • Achieved a perfect GPA of 5.0 out of 5.0, ranking in the top 20% of the class
  • Elected as the Captain of the Class, demonstrating leadership and responsibility
  • Completed a Short Course on Microsoft Office Applications, enhancing technical proficiency in office software

Secondary School Certificate - Business Studies

YWCA Higher Secondary Girls' School, Dhaka, Bangladesh
02.2000 - 04.2012
  • Awarded the “Best Student’s Performance Award - 2012" for outstanding performance in the SSC Examination
  • Recognized for 100% attendance and punctuality during academic years
  • Won 1st prize in the Inter-School Science Fair in 2008 for innovative project work
  • Received multiple prizes and appreciation gifts in annual school sports competitions for excellence in athletic performance

Skills

  • Customer service
  • Active listening
  • Critical thinking
  • Data entry
  • Customer relations
  • Problem resolution
  • Relationship building
  • Call center experience
  • Computer proficiency
  • Conflict resolution
  • Microsoft Excel
  • Complaint handling
  • Complaint resolution
  • Client relations
  • Customer satisfaction measurement
  • Call center operations
  • Microsoft outlook
  • Scheduling
  • Follow-up skills
  • Product knowledge
  • Appointment scheduling
  • Paperwork processing
  • Call management
  • Order processing
  • Documentation
  • Team development
  • Administrative support
  • Microsoft Office Suite
  • Data collection
  • Customer relationship management
  • Prioritization
  • De-escalation techniques
  • Technical support
  • Building rapport
  • Clerical support
  • CRM software
  • POS systems expert
  • Business development
  • Lead generation
  • Compliance awareness
  • Strong numeracy skills
  • Client confidentiality
  • Banking software
  • Call documentation
  • Customer account management
  • Calm and professional
  • Teamwork and collaboration
  • Time management
  • Problem-solving skills
  • Attention to detail
  • Multitasking Abilities
  • Reliability
  • Excellent communication
  • Customer service excellence
  • Organizational skills
  • Team collaboration
  • Verbal and written communication
  • Adaptability and flexibility
  • Effective communication
  • Decision-making
  • Phone etiquette
  • Interpersonal skills
  • Work prioritization
  • Multi-line phone talent
  • Product and service solutions
  • Proofreading

Work Preference

Work Type

Full TimePart TimeContract Work

Work Location

On-SiteRemoteHybrid

Important To Me

Career advancementWork-life balanceCompany CultureFlexible work hoursPersonal development programsHealthcare benefitsWork from home optionPaid time offTeam Building / Company RetreatsPaid sick leave401k matchStock Options / Equity / Profit Sharing4-day work week

Gardening, Outdoor Activities, DIY

I am passionate about gardening, as it allows me to connect with nature and cultivate patience and attention to detail. I enjoy growing flowers, vegetables, herbs, and specially any indoor plants and take pride in maintaining a healthy and beautiful garden space. Gardening teaches me the importance of nurturing growth over time—something I also bring into my professional life when building relationships and managing projects.

I also love outdoor activities like cycling and nature walks. Being outdoors helps me recharge, stay physically active, and maintain a positive mindset. Exploring new trails and parks fuels my curiosity and strengthens my appreciation for the environment.

Additionally, I enjoy DIY (Do-It-Yourself) projects, such as home organization improvements, small woodworking crafts, and creative decor projects. These hobbies allow me to express creativity, improve problem-solving skills, and bring ideas to life with hands-on effort.

Together, these activities help me stay balanced, build resilience, and continuously develop a strong work ethic both personally and professionally.

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Additional Information

I am grateful to be a Permanent Resident of Canada, while proudly representing my Bangladeshi roots.

Languages

English
Bilingual or Proficient (C2)
Bengali
Bilingual or Proficient (C2)
Hindi
Upper intermediate (B2)

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Aleya Sultana Alo