Sanjida Alam Ria
St John's,Canada
Summary
Empathetic and detail-oriented individual with a strong background in customer service, client relations, and financial administration. Possesses a deep understanding of customer service principles, coupled with proficiency in CRM software and conflict resolution. Committed to enhancing customer satisfaction and driving client loyalty through effective interaction and problem-solving Seeking to leverage over 3 years of customer service experience within a fast-paced environment.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Front of Desk/ Administrative Assistant
Safe Haven Shelter Services
01.2024 - Current
- Used empathetic, personalized interactions to ease transitions, raising client engagement by 20%.
- Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
- Built strong partnerships with AA, crisis intervention groups, and housing departments, creating a supportive referral network for clients' diverse needs.
- Prepared accurate financial reports, including invoices, accounts receivable/payable, inventory tracking, balance sheets, and budgets using QuickBooks Online.
- Ensured accurate record-keeping with diligent data entry and database management for vital company information.
Customer Service Administrator
School of Rock
04.2023 - 12.2023
- Utilized Zendesk to manage client interactions, track leads, and analyze sales data, improving client follow-ups and uncovering new business opportunities.
- Developed a tailored sales plan by analyzing client data within Zendesk, identifying potential client segments, and effectively converting leads, which contributed to a significant increase in client acquisition.
- Generated and presented CRM reports to monitor client interactions, track engagement metrics, and provide insights for continuous improvement, optimizing client relationship strategies and overall satisfaction.
- Built strong client connections through responsive and personalized engagement, resulting in higher client retention and satisfaction rates.
- Streamlined scheduling and calendar coordination, improving team efficiency and reducing appointment conflicts by 30%.
- Organized and executed client events, enhancing client engagement and contributing to a better service experience.
Client Relationship Manager
Banglalink Digital Communications
08.2021 - 08.2022
- Used Salesforce to track and maintain detailed client histories, anticipating client needs and providing timely, relevant follow-ups that noticeably boosted client satisfaction.
- Created targeted outreach plans based on Salesforce insights, identifying and connecting with high-potential leads, successfully converting them into long-term clients.
- Handled billing questions and payment updates directly in QuickBooks Online, ensuring clients received accurate information quickly, reducing follow-up inquiries and improving confidence in service.
- Maintained detailed records of all client interactions, ensuring accuracy in account management and reporting activities.
- Facilitated smooth onboarding experiences for new clients, guiding them through product setup and training procedures.
Education
M.A. - Economics
Memorial University of Newfoundland
St John's, NL01.2024
M.S.S. - Economics
University of Dhaka
01.2021
B.S.S. - Economics
University of Dhaka
01.2018
Skills
- Customer Service
- Business growth strategies
- QuickBooks Online
- Zendesk, Salesforce
- MS Office
- Google Workspace
- Slack, Microsoft Teams, Zoom
- Profit & Loss Reporting
- Balance Sheets
- Financial Analysis
- Negotiation abilities
Certification
- QuickBooks online certification (Udemy)
- Mental Health First Aid
- ASIST (Suicide Prevention) Training
- Managing Aggressive Clients Certification
References
Available upon request.
Languages
English
Full Professional
Timeline
Front of Desk/ Administrative Assistant
Safe Haven Shelter Services
01.2024 - Current
Customer Service Administrator
School of Rock
04.2023 - 12.2023
Client Relationship Manager
Banglalink Digital Communications
08.2021 - 08.2022
M.S.S. - Economics
University of Dhaka
B.S.S. - Economics
University of Dhaka
- QuickBooks online certification (Udemy)
- Mental Health First Aid
- ASIST (Suicide Prevention) Training
- Managing Aggressive Clients Certification
M.A. - Economics
Memorial University of Newfoundland
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