Shamsuddin Mahmud
Customer Service Officer
Vancouver,BC
Summary
Accomplished Customer Service Specialist adept at prioritizing and multitasking in dynamic, fast-paced environments. Highly effective in team collaboration to achieve both personal and organizational objectives. Demonstrates exceptional problem-solving abilities, supports strategic business goals, and contributes to overall team success. Committed to continuous personal and professional growth and adherence to operational policies and procedures.
Overview
11
11
years of professional experience
1
1
year of post-secondary education
4
4
Certifications
Work History
Customer Service Associate (Restaurant)
Save-on-Foods
Vancouver, BC
10.2023 - Current
- Handled over 200 customer complaints professionally, resulting in 95% satisfactory outcomes and positive feedback.
- Enhanced customer satisfaction by effectively addressing inquiries and resolving issues, achieving 98% resolution rate.
- Handled billing and payment issues for more than 150 customers, following guidelines and resolving disputes with 90% success rate.
- Utilized internal software and tools to meet customer needs and resolved issues promptly, reducing resolution time by 20%.
- Developed and implemented customer service initiatives, decreasing average wait times by 30%.
- Developed and updated databases to handle customer data, improving data accuracy and retrieval efficiency by 25%.
Senior Executive Officer
Premier Bank Limited
Chittagong, Bangladesh
01.2020 - 02.2023
- Managed and processed over 100 trade transactions monthly with strict adherence to regulatory standards
- Resolved average of 20 complex customer inquiries weekly, maintaining high satisfaction rate
- Identified and addressed client needs, resulting in 15% increase in customer retention
- Ensured 100% compliance with internal policies and external regulations by meticulously managing customer files and security materials for enhanced operational efficiency
- Promoted trade finance products, contributing to 10% increase in product adoption
- Collaborated effectively with cross-functional teams to streamline operations and improve service delivery
- Implemented process improvements that reduced transaction processing time by 20%
- Vigilantly served as Branch Anti-Money Laundering Compliance Officer.
Executive Officer
Premier Bank Limited
Chittagong, Bangladesh
04.2017 - 12.2019
- Developed effective sales strategies that led to 25% increase in revenue generation and 15% growth in market share.
- Established strong relationships with over 50 key stakeholders to enhance collaboration and drive business success.
- Reviewed performance of 5 individual departments and collaborated with leadership to improve processes, procedures, and practices, resulting in10% increase in overall efficiency.
- Conducted quarterly business forecasts to identify recent developments, providing insights for strategic planning.
- Reviewed employee concerns and identified 20 new opportunities to drive business strategies and enhance performance.
- Established clear and competitive goals, growth roadmaps, and strategic business plans, leading to 30% improvement in target achievement.
- Located and addressed 5 major bottlenecks to streamline existing processes, resulting in 20% reduction in operational delays.
Management Trainee Officer
Premier Bank Limited
Chittagong, Bangladesh
04.2013 - 03.2017
- Assisted over 50 customers daily with account inquiries and resolved concerns in timely and professional manner
- Completed 100+ financial transactions weekly with 99% accuracy and efficiency
- Maintained up-to-date knowledge of 20+ bank products and services to provide informed advice to customers
- Supported team goals by participating in cross-training and sharing relevant information with 10 colleagues
- Acted as brand ambassador for bank, promoting positive and equitable work environment, impacting over 30 team members.
Education
MBA - Accounting And Finance
University Canada West
Vancouver, BC 04.2023 - Current
Skills
Exceptional customer service and communication skills
Strong problem-solving and analytical abilities
Proficient in financial transaction processing
Knowledgeable in banking products and services
undefinedCertification
Completed Anti-Money Laundering Training Certification at The Premier Bank Ltd. (July 2022)
Accomplishments
- Received the Chairman's Excellent Award in 2019 for exceptional customer service.
- Awarded with the esteemed title of Best Banker of the Year in 2022 for exceeding the annual banking profit target.
References
- Professor Mohammadmahdi Toobaee, Faculty Member, Global Financial Management, University Canda West, Vancouver, BC, mohammadmahdi.toobaee@myucwest.ca
- Professor Amandeep Singh Malik, Faculty Member, Personal Financial Management, University Canda West, Vancouver, BC, amandeep.singhmalik@myucwest.ca
Languages
English
Full Professional
Hindi
Professional Working
Punjabi
Professional Working
Investing Data Analysis Community Volunteering Technology Exploration
- Investing : Actively researching and managing a personal investment portfolio to stay informed on market trends and enhance financial literacy.
- Data Analysis : Utilizing analytical skills to interpret data and derive meaningful insights, applying these skills to both personal projects and professional tasks.
- Community Volunteering : Engaging in local community service activities, contributing time and effort to support various charitable organizations and events.
- Technology Exploration : Exploring emerging technologies and staying updated on the latest tech trends, fostering a continuous learning mindset.
Timeline
Customer Service Associate (Restaurant)
Save-on-Foods
10.2023 - Current
MBA - Accounting And Finance
University Canada West
04.2023 - Current
Senior Executive Officer
Premier Bank Limited
01.2020 - 02.2023
Executive Officer
Premier Bank Limited
04.2017 - 12.2019
Management Trainee Officer
Premier Bank Limited
04.2013 - 03.2017
Completed Anti-Money Laundering Training Certification at The Premier Bank Ltd. (July 2022)
Obtained International Trade Transactions Accreditation from Bangladesh Institute of Bank Management (October 2014)
Earned Financial Accounting Certification from University Canada West, Vancouver, British Columbia (July 2023)
Certified Digital Marketing Associate from Digital Marketing Institute (September 2023)
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