Israt Munim Chowdhury
Fredericton,NB
Summary
Energetic and dedicated Administrative Assistant and customer Service Specialist with more than five years of administrative support to senior executives and vice-chancellor of a university, accompanied by a proven track record of maintaining efficient office operation. Experience resolving complex customer inquiries and Passionate about building strong customer relationships, driving brand loyalty and increasing customer engagement.
Overview
9
9
years of professional experience
Work History
Guest Service Assistant
Radisson Blue Fredericton
04.2023 - 09.2023
- Balancing the accounts from the day shift
- Managed approximately 70 incoming calls, emails and faxes per day from customers
- Managing front desk activity and handling guest check-ins and check-outs
- Ensuring customer satisfaction by scheduling wake-up-calls and other concierge activities according to guest preference
- Handling customer requests and complaints and directing other employees or departments accordingly
- Creating invoices, bills and checks for vendors, employees and contractors
- Managing and updating all official documentation about the role
- Ensuring that employees have successfully executed all end-of-day activities in all departments
- Answering calls and queries related to potential booking
- Coordinate room service requests with hotel staff, such as housekeeping services
- Give the required information about different areas of our hotel
- Assist other staff members in preparing the welcome folder for the guest
- Help clients with various tasks like arranging transport, providing supplies etc
- Record all necessary data and information in the designated register every day
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Provided guests with information on local attractions, restaurant and transportation services to enhance stay.
- Assisted guests with luggage and provided directions to rooms to enhance customer service.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Collaborated with team members to handle guest requirements from check-in through check-out.
- Took reservations over phone and through email, recording guest information in computer system and verifying details.
- Maintained high level knowledge of all hotel services offered to answer guest questions.
- Maintained neat and orderly front desk and lobby area to uphold hotel standards.
- Collaborated with front-of-house and housekeeping departments to facilitate smooth hotel operations.
- Created welcoming and comfortable environment for guests.
- Maintained high level of professionalism and discretion when dealing with guests.
- Scheduled and confirmed restaurant reservations for guests.
- Supported local sports teams, museums, restaurants, and other tourist-oriented spots by promoting events to hotel guests.
Night Auditor
Quality Inn Fredericton
11.2022 - 04.2023
- Balancing the accounts from the day shift
- Managing front desk activity and handling guest check-ins and check-outs
- Managed approximately 70 incoming calls, emails and faxes per day from customers
- Ensuring customer satisfaction by scheduling wake-up-calls and other concierge activities according to guest preference
- Handling customer requests and complaints and directing other employees or departments accordingly
- Creating invoices, bills and checks for vendors, employees and contractors
- Managing and updating all official documentation about the role
- Ensuring that employees have successfully executed all end-of-day activities in all departments
- Answering calls and queries related to potential booking
- Coordinate room service requests with hotel staff, such as housekeeping services
- Give the required information about different areas of our hotel
- Assist other staff members in preparing the welcome folder for the guest
- Help clients with various tasks like arranging transport, providing supplies etc
- Record all necessary data and information in the designated register every day
- Completed night audit for guest ledgers to close bank and cash registers, reconciling issues quickly, and marking discrepancies.
- Oversaw night auditing of daily room occupancy and hotel revenue.
- Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
- Generated and printed daily financial reports to track hotel performance.
- Looked over pending check-ins and payment processes to complete closing procedures.
- Kept accounts in balance and ran daily reports to verify totals.
- Investigated auditing discrepancies by reconciling cash drop and credit card transactions.
- Responded to guest needs quickly and efficiently, noting changes in reservations or special needs for day crew.
- Updated customer accounts with add-on room charges, minibar use, and room service bills.
- Followed company security and check-in policies and procedures and reported suspicious activity to supervisor.
- Collaborated with team members to handle guest requirements from check-in through check-out.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Trained new staff members in customer service techniques and hotel operations.
- Monitored hotel's budget and financial records.
- Liaised with housekeeping staff to verify service and maintenance of hotel standards.
- Introduced customers to resort amenities with pleasant and helpful demeanor.
- Promoted hotel brand's loyalty program via social media, email and direct mail.
- Monitored staff performance and provided feedback and guidance.
Night Auditor / Guest Relation Officer
Ramada Hotel
Fredericton
02.2022 - 08.2022
- Balancing the accounts from the day shift
- Managing front desk activity and handling guest check-ins and check-outs
- Managed approximately 100 incoming calls, emails and faxes daily from customers.'
- Ensuring customer satisfaction by scheduling wake-up-calls and other concierge activities according to guest preference
- Handling customer requests and complaints and directing other employees or departments accordingly
- Creating invoices, bills and checks for vendors, employees and contractors
- Managing and updating all official documentation about the role
- Ensuring that employees have successfully executed all end-of-day activities in all departments
- Answering calls and queries related to potential booking
- Coordinate room service requests with hotel staff, such as housekeeping services.
- Give the required information about different areas of our hotel.
- Assist other staff members in preparing the welcome folder for the guest.
- Help clients with various tasks like arranging transport, providing supplies, etc.
- Responded to incoming guests, telephone calls and email inquiries with efficiency and professionalism.
- Greeted guests upon arrival and offered assistance.
- Assisted guests with check-ins, account inquiries and any additional services needed.
- Recommended hotel services or amenities that guest may find useful.
- Provided guest assistance and recommendations for tourist attractions.
- Resolved sources of dissatisfaction and implemented processes to prohibit future service obstacles.
- Streamlined check-in process to decrease wait times and increase customer satisfaction.
- Monitored guest feedback, using to improve service and departmental operations.
- Collaborated with outside departments to coordinate solutions and retain guest satisfaction.
- Coached and developed associates to improve soft skills and recovery techniques.
- Developed and implemented strategies to uphold safety and security of guests.
- Planned and implemented promotional activities to increase customer satisfaction.
- Consistently offered personalized recommendations for guest activities based on detailed conversations with clients upon arrival.
- Met customer call guidelines for service levels, handle time and productivity.
- Maintained up-to-date knowledge of product and service changes.
- Educated customers about billing, payment processing and support policies and procedures.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
Client Service Representative
CIBC Bank
01.2021 - 02.2022
- Help clients manage their accounts and products with approximately 70 incoming calls, emails and faxes daily from customers.'
- Focus on the client experience and make interactions meaningful.
- Listen, ask questions, and put yourself in the client’s shoes.
- Act like an owner by taking accountability for client issues and knowing when to lean on others to create a better solution.
- Connect clients to the right CIBC team members who can help them reach their goals.
- Share knowledge by introducing clients to our mobile banking applications, helping them better manage their banking needs.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Utilized active listening skills to identify customer needs and provide appropriate solutions.
- Maintained and managed customer files and databases.
- Communicated with clients regarding account services, statements, and balances.
- Maintained accurate record-keeping with proactive attention to client information updates.
- Educated clients on account services and resolved client inquiries regarding statement information and account balances.
- Offered troubleshooting advice to assist customers with technical issues and navigate smooth process.
- Collaborated with other departments to develop ways to increase customer satisfaction.
- Developed and implemented customer satisfaction surveys to measure customer service quality.
- Offered personalized solutions to meet customer requirements and close sales.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Met customer call guidelines for service levels, handle time and productivity.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Maintained up-to-date knowledge of product and service changes.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
Cashier
Giant Tiger
07.2021 - 11.2021
- Manage transactions with customers using a cash register
- Scan goods and make sure pricing is accurate
- Collect money, whether cash or credit card
- Redeem stamp or coupon, or gift card
- Cross-sell products and introduce new ones
- Resolve customer complaints and guide them and provide relevant information
- Greet customers when entering and leaving the store
- Track transactions on the balance sheet and report any discrepancies
- Handle merchandising return and exchange
- Processed various cash transactions and answered gaming customer questions.
- Quickly and accurately counted drawers at start and end of each shift.
- Protected customers by following information security procedures and maintaining confidentiality of transactions.
- Monitored customer transactions to detect suspicious or fraudulent activity.
- Skilled at working independently and collaboratively in a team environment.
- Self-motivated, with a strong sense of personal responsibility.
- Worked well in a team setting, providing support and guidance.
- Managed time efficiently in order to complete all tasks within deadlines.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Passionate about learning and committed to continual improvement.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Worked flexible hours across night, weekend and holiday shifts.
- Cultivated interpersonal skills by building positive relationships with others.
Admission Officer/Secretary
Southeast University
10.2017 - 01.2020
- To maintain daily schedules for the coordination of the Pro-Vice Chancellor’s commitments
- Managed approximately 80 incoming calls, emails and faxes daily from customers.'
- Prepare all papers in advance for daily meetings and other necessities
- To service communicate, as required, with guests for these meetings’ catering requirements
- To be able to work with minimal supervision, independently or as part of a team
- To make all logistical arrangements, including travel, for both Pro-Vice-Chancellor
- To liaise effectively with internal and external contacts
- To provide an entirely confidential and efficient filing system for the Pro Vice-Chancellor
- Provide students with information about the admission process and answer any questions they have
- Review student applications, including test scores, grades, and extracurricular activities.
- Assist in recruiting new students by overseeing promotional events and campus tours.
- Examine the current admission process and recommend changes when necessary.
- Process paperwork for accepted students
- Update and maintain a database of students’ information.
- Refer students to program directors or the financial department for specific information.
- Guide students through the application and acceptance process.
- To meet and greet visitors on arrival and cover reception duties as necessary
- To assist, when necessary, other administrative staff in the University
- To assist, when necessary, with the coordination of University events for visitors, programmers and functions
- Met with prospects and guardians to answer questions, discuss academics and provide tours.
- Collaborated with admissions team to determine optimal processes for reviewing applications.
- Followed up immediately when prospects reached out to quickly resolve concerns.
- Participated open houses to offer details on class size, activities and student-to-staff ratios.
- Served as primary contact for coordination of application screening and tracking, visit and interview arrangement and marketing communications.
- Advised applicants on prospects for admission and strategies for meeting academic and extracurricular credentials.
- Worked with marketing team to develop recruitment strategies in accordance with organizational goals and within budgetary guidelines.
- Designed effective and user-friendly processes for both admissions and applicant review.
- Implemented recruitment methods designed to increase application pool within targeted areas.
- Collaborated with faculty, staff and students to identify and address institutional challenges.
- Implemented strategies to increase student recruiting, engagement and retention.
- Guided and supported faculty and staff in the development of new programs.
- Developed and implemented student success initiatives to recognize and encourage achievement.
- Cultivated engaged student population with successful orientation programs.
- Coordinated and supervised academic advising activities.
- Devised programs to promote diversity and inclusion among staff, faculty and students.
Customer Relation Officer
DIRD Group
10.2015 - 08.2016
- Handled company correspondence, phones, and emails and responded to customers
- Managed approximately 80 incoming calls, emails and faxes per day from customers.
- Provided customer service and support, responded to customer inquiries and questions and resolved customer problems
- Greeting and welcoming guests and providing them with a positive first impression of the organization
- Providing administrative and clerical support
- Preparing letters and documents
- Receiving and sorting mail and packages
- Scheduling appointments and maintaining appointment calendar
- Ordering office supplies
- Developed and implemented standards for staff to provide consistent service to customers.
- Maintained statistical database of customers using [Software] for types of customer complaints, resolutions offered by organization and satisfaction rating by customer.
- Certified in [Area of certification] for conflict resolution.
- Strengthened customer relationships by listening to customer concerns and giving priority to service requirements.
- Logged call information and solutions provided into internal database.
Guest Relation Officer
The Palace Luxury Resort
08.2014 - 07.2015
- Handling office tasks, such as filing, generating reports and presentations, setting up meetings, and reordering supplies
- Screening phone calls and routing callers to the appropriate party
- Maintain polite and professional communication via phone, e-mail, and mail
- Anticipate the needs of others to ensure their seamless and positive experience
- Greet and assist visitors
- Making travel arrangements, such as booking flights and cars and making hotel and restaurant reservations
- Organize and attend meetings, takes notes and manage appropriate follow-up
- To prepare a database of the guest’s arrival and departure
- Providing administrative and clerical support
- Recommended hotel services or amenities that guest may find useful.
- Responded to incoming guests, telephone calls and email inquiries with efficiency and professionalism.
- Investigated guest challenges and sources of dissatisfaction to offer timely resolution.
- Streamlined check-in process to decrease wait times and increase customer satisfaction.
- Monitored guest services personnel for efficiency and accuracy of response to guest complaints.
- Surveyed guests to check for areas in need of improvement.
- Consistently offered personalized recommendations for guest activities based on detailed conversations with clients upon arrival.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Responded proactively and positively to rapid change.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Managed timely and effective replacement of damaged or missing products.
- Promoted available products and services to customers during service, account management, and order calls.
- Developed and updated databases to handle customer data.
Education
Certificate of Appreciation Award -
Southeast University
Bangladesh02.2019
Office Management (Institutional Assurance Cell Quality) -
Southeast University
Bangladesh02.2018
Mastering Computer Skills in Workplace -
Southeast University
Bangladesh04.2018
Master of Law (L.L.M) -
Southeast University
Bangladesh02.2014
Bachelor of Law (Hons) -
Sylhet International University
Bangladesh09.2013
Skills
- Savvy with Windows OS, Microsoft office, excel and related software
- Excellent relationship-building and communications skills
- Meticulous attention to detail, particularly in maintaining files and records
- Great interpersonal skill
- Work under pressure
- Collaboration with various dept
- Adapting to a fast-working environment very effectively and efficiently
- Have served a high volume of customer
Timeline
Guest Service Assistant
Radisson Blue Fredericton
04.2023 - 09.2023
Night Auditor
Quality Inn Fredericton
11.2022 - 04.2023
Night Auditor / Guest Relation Officer
Ramada Hotel
02.2022 - 08.2022
Cashier
Giant Tiger
07.2021 - 11.2021
Client Service Representative
CIBC Bank
01.2021 - 02.2022
Admission Officer/Secretary
Southeast University
10.2017 - 01.2020
Customer Relation Officer
DIRD Group
10.2015 - 08.2016
Guest Relation Officer
The Palace Luxury Resort
08.2014 - 07.2015
Certificate of Appreciation Award -
Southeast University
Office Management (Institutional Assurance Cell Quality) -
Southeast University
Mastering Computer Skills in Workplace -
Southeast University
Master of Law (L.L.M) -
Southeast University
Bachelor of Law (Hons) -
Sylhet International University
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