Sanjeda Sultana
Vancouver,BC
Summary
Eager and enthusiastic dedicated professional with 5+ years of customer service experience to achieve remarkable growth. Seasoned Customer Service Lead with a background in managing customer interactions and resolving complex issues. Skilled at fostering positive relationships with customers to drive growth and brand loyalty. Known for effectively leading teams to enhance productivity, efficiency, and overall customer satisfaction. Demonstrated success in training staff on customer service standards.Confident in connecting with clients to understand their needs and recommend their solutions. Comfortable explaining complex technical terms in simple language. Ambitious Customer Service professional offering excellent supervisory and performance-assessment skills. Versed in pacifying dissatisfied customers and utilizing effective listening skills. Proven history of reliability, professionalism and conflict resolution.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Customer Service Lead Agent
Cathay Pacific Airways
2023.01 - Current
- Analyzed customer data to provide insights on trends, preferences and needs.
- Directed customer service staff activities, including training, coaching and performance management.
- Collaborated with external vendors and suppliers providing support services related to customer service operations.
- Monitored team performance against set targets and KPIs.
- Ensured compliance with company policies and regulations related to customer service operations.
- Maintained accurate records of customer interactions and transactions.
Sales Associate
EVER NEW Melbourne
2023.01 - 2023.12
- Stimulated the sales target in each quarter by ensuring customer satisfaction by 80%.
- Processed transactions using a point-of-sale system.
- Maintained up-to-date knowledge of store merchandise and policies.
- Developed promotional strategies to increase sales volume.
- Attended weekly team meetings to review performance goals and objectives.
- Created and implemented marketing strategies in alignment with business objectives and goals.
Corporate Finance Associate
Islami Insurance Ltd.
2020.04 - 2021.06
- Led the financial proposals to get the long-term corporate insurance plan.
- Assisting the team in providing efficient service and follow-up meetings.
- Increased premium collection by 20% with proper procedure
- Maintained accurate records of all transactions related to corporate finance activities.
- Performed monthly reconciliation of accounts payable and receivable ledgers.
- Facilitated the preparation of budgets for multiple departments within the organization.
Education
Master of Business Administration - Business Administration
University Canada West
01.2023
Bachelor of Business Administration -
BRAC University
01.2019
Skills
- Customer service excellence
- Customer Complaint Resolution
- CRM Software
- Business administration
- Financial Accounting
- Interdepartmental communication
- Process streamlining
- Advanced accounting software
- Quality Assurance
Certification
- Financial Report and modelling
- Data and ratio Analysis
- Utilization of accounting tools and software
Timeline
Customer Service Lead Agent
Cathay Pacific Airways
2023.01 - Current
Sales Associate
EVER NEW Melbourne
2023.01 - 2023.12
Corporate Finance Associate
Islami Insurance Ltd.
2020.04 - 2021.06
Master of Business Administration - Business Administration
University Canada West
Bachelor of Business Administration -
BRAC University
- Financial Report and modelling
- Data and ratio Analysis
- Utilization of accounting tools and software
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