Shafat Saleheen
Oshawa,ON
Summary
With over a decade of professional experience in the financial sector and customer service, spanning both my home country and international roles, I bring a wealth of expertise. My skill set includes adeptly serving multicultural customers, crafting training modules, and conducting large-scale facilitation, making me a versatile asset in the field.
Overview
13
13
years of professional experience
Work History
Counter Stuff
Tim Hortons
08.2023 - Current
- Oversaw inventory management, which involved creating a buy list, receiving merchandise in accordance with the list, and organizing it using the first-in, first-out (FIFO) system.
- Acquired customer orders, had requested things prepared by several teams, and presented them in a gracious manner.
- Brewed and prepared coffee and tea; made sure the coffee-making equipment was clean.
- Took good care of the customers, had their orders ready, handled the cash register, and fixed any difficulties they had right away.
- Trash removal, sweeping, mopping, restocking tissues and paper towels, and other preparation tasks.
Customer Care Executive
Etisalat
01.2021 - 07.2023
- Professionally answering customer calls and addressing inquiries and complaints.
- Conducting research using available resources to obtain necessary information.
- Resolving customer complaints, spanning from product sales to service issues.
- Providing customers with comprehensive information on our services and products.
- Processing customer-requested forms, orders, and applications.
- Identifying and escalating priority issues, and promptly reporting to senior management.
- Directing inbound calls to the appropriate resources.
- Maintaining detailed call notes and reports as required.
- Recording specific details of comments, inquiries, complaints, and actions taken.
- Managing administrative tasks and facilitating communication and coordination with internal departments.
- Undertaking additional responsibilities as assigned.
Executive Officer
Uttara Bank Ltd.
05.2016 - 11.2020
- Operating and managing cash drawers, cheque scanners, and various essential equipment crucial for seamless transaction
- Efficiently organizing and securely managing deposit slips, cancelled cheques, and a range of other important documents
- Promptly furnishing duplicates of documents, such as cancelled cheques, upon customer request
- Performing accurate cash drawer audits at both the commencement and conclusion of every shift
- Thoroughly validating customer identification to ensure compliance with legal prerequisites
- Securing requisite approval from supervisors for significant or cross-border transactions
- Educating customers about the array of available account options, along with their corresponding minimum balances and associated criteria
- Coordinating appointment for individuals to engage with Financial Advisor, Investment Planners, or Loan Officer.
Training Officer
Institute for Inclusive Finance and Development
06.2010 - 04.2016
- Designed training modules focusing on Basic Bookkeeping and Microfinance Operation and Management.
- Oversaw and facilitated training in collaboration with partner organizations for microfinance field workers.
- Scheduled training sessions in alignment with the donor organization's (DFID) prepared timetable
- Secured funding for training and managed disbursements accordingly.
- Produced comprehensive reports summarizing the outcomes of training sessions to provide insights to the donor organization.
Education
MBA - Tourism And Hospitality Management
Dhaka University
Dhaka, Bangladesh07.2021
BBA - Marketing
University of Asia Pacific
Dhaka, Bangladesh08.2010
Skills
Experience writing English copy for brochures, catalogs, sales letters, and a documentary
Expertise in digital marketing, including email marketing, SEO, social media marketing, and content marketing
Proficient writing reports, including project proposals and reports on sales forecasting and target attainment
MS Office: mastery in Excel data analysis, text processing, and PowerPoint presentations
Practical expertise with Adobe Premiere Pro for video production
Superior customer service: the capacity to interact respectfully and effectively with a variety of clients
Languages
English
Professional Working
Playing Guitar and Mandolin
From a young age, I've been a dedicated music enthusiast, with an enduring love for beats, melodies, and the art of lyric writing. My musical journey began with a foundation in music theory, which I pursued alongside my college studies at a dedicated music school. I've had the privilege of gracing stages during various university events. After completing my bachelor's degree, my primary focus shifted to my chosen profession. However, my passion for music has remained a constant force in my life. Regardless of the career transitions I've undergone, one thing has remained consistent: my trusty guitar or mandolin has always accompanied me, a tangible symbol of my enduring commitment to the world of music.
Timeline
Counter Stuff
Tim Hortons
08.2023 - Current
Customer Care Executive
Etisalat
01.2021 - 07.2023
Executive Officer
Uttara Bank Ltd.
05.2016 - 11.2020
Training Officer
Institute for Inclusive Finance and Development
06.2010 - 04.2016
MBA - Tourism And Hospitality Management
Dhaka University
BBA - Marketing
University of Asia Pacific
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