Sharmin Akhter
Saskatoon,Canada
Summary
Dynamic Senior Customer Service Manager with 19 years of experience in optimizing operations and enhancing customer satisfaction. Proven track record of exceeding service goals and driving growth through effective communication and leadership. Demonstrated ability to create detailed performance reports and support sales teams, leading to improved productivity. Eager to leverage unique skills in customer service management and operations at a renowned organization.
Overview
21
21
years of professional experience
Work History
Clerk
Real Canadian Superstore
Saskatoon, Canada
04.2024 - Current
- Delivered exceptional customer service, fostering customer satisfaction.
- Processed customer orders swiftly and accurately, ensuring efficient service.
- Executed daily responsibilities with precision and timeliness.
Senior Customer Service Manager & Operation Manager
City Bank PLC
Dhaka, Bangladesh
02.2005 - 01.2024
- Maintained professionalism when addressing challenging customer interactions.
- Boosted productivity and enhanced customer service by anticipating needs and providing exceptional support.
- Executed administrative functions, including filing paperwork, updating databases, and generating comprehensive reports.
- Resolved customer complaints efficiently through high-quality service.
- Supported sales team initiatives to drive growth and expand market presence.
- Cultivated positive customer relationships through approachable and friendly interactions.
- Addressed customer inquiries via phone, email, and chat with expertise.
- Surpassed established service deliverables while applying best practices in customer service, sales, and employee management.
- Collaborated with team leaders on quality assurance audits, ensuring operational excellence.
- Formulated detailed performance reports for individual departments within operations.
- Directed employees in adapting to evolving customer needs and expectations.
- Coordinated team-building activities aimed at enhancing staff morale.
Education
Diploma - Accounting & Payroll
Canada College of Arts & Business
Vancouver, Canada10-2025
M.Com - Master of Accounting
University of National
Dhaka, Bangladesh09-2001
High School Diploma -
Heritage College
Calgary, AB 10.2025 - Current
Skills
- Customer service
- Data entry
- Filing systems
- Report generation
- Relationship management
- Leadership
- Innovation
- Business Development
- Collaboration
- Organizational Skills
- Processing mail
- Operations support
- Confidentiality
- Relationship building
- Problem-solving
- Quality Control
- Data Analysis
- Communication
- Conflict Resolution
- Marketing
LANGUAGES
English (Professional)
Bengali (Professional)
Timeline
High School Diploma -
Heritage College
10.2025 - Current
Clerk
Real Canadian Superstore
04.2024 - Current
Senior Customer Service Manager & Operation Manager
City Bank PLC
02.2005 - 01.2024
Diploma - Accounting & Payroll
Canada College of Arts & Business
M.Com - Master of Accounting
University of National