FAHMIDA BEGUM KASHPIA
Tampa,FL
Summary
Highly motivated and dedicated individual with a post-graduation degree in Business Administration. Driven to enhance my career by continuously developing skills and leveraging strengths. Firm belief in continuous learning and efficient work practices for a successful and fulfilling career. Passionate about serving people and finding immense satisfaction in doing so. Extensive experience as a Customer Service Representative, honing interpersonal skills and establishing a solid track record of building rapport with clients. Team player with an upbeat and positive attitude, committed to maintaining customer satisfaction and contributing to overall company success. Expertise in quality assurance, speed, and process optimization.
Overview
6
6
years of professional experience
Work History
CUSTOMER SERVICE ADVISOR
Tele performance
02.2023 - 11.2023
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Resolved concerns with products or services to help with retention and drive sales.
- Created customer support strategies to increase customer retention.
- Coordinated paperwork and payments for new orders and replacement parts to obtain speedy service for each customer.
- Maintained call time by using strong listening, consultative and problem-solving abilities and using scripted sequences to address all concerns.
NURSERY ASSISTANT
Catherine House Day Nursery School
01.2021 - 02.2023
- Used positive reinforcement techniques to promote patience and other good behaviors in children.
- Encouraged children's emotional and social development.
- Maintained group discipline through positive reinforcement, behavior modeling, and collaboration with parents.
- Worked closely with fellow staff members in developing and implementing educational and recreational activities.
- Prepared group activities to enhance socialization, communication and problem-solving skills for children.
- Created and implemented activities to promote language development.
- Created safe and engaging learning environment for groups of diverse children with various learning.
- Developed lessons and activities to promote children's physical and emotional development.
CUSTOMER SERVICE MANAGER
Glitter N Glam
08.2019 - 09.2020
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Assisted with pricing questions, inventory availability and changes to existing order and shipping information.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Researched and observed emerging markets and market shifts to take advantage of potential leads and new markets.
- Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.
- Negotiated contracts with outside carriers to minimize costs to company and customers.
- Collaborated with marketing department to launch and manage promotional activities and campaigns.
Account Executive - Payables and Receivables
Seagears
08.2017 - 03.2019
- Maintained records by imaging invoices, debits, and credits.
- Reduced financial discrepancies, effectively reconciling bank accounts and organizing information into accounting software.
- Gathered, evaluated and summarized account data in detailed financial reports.
- Inspected account books and recorded transactions.
- Handled day-to-day accounting processes to drive financial accuracy.
- Tracked financial progress by creating quarterly and yearly balance sheets.
- Supported management by processing invoices and documents with consistent on-time delivery.
- Presented audit findings to accounting manager after reviewing results and paperwork.
- Strengthened financial operations by conducting bank reconciliations and financial reporting.
- Generated invoices upon receipt of billing information and tracked collection progress.
- Effectively communicated with clients about payment needs and kept updated, detailed and accurate ledgers.
- Compiled budget figures by reviewing past budgets, evaluating estimated income, and assessing expenses.
Education
Master of Business Administration - Business Studies
01.2021
Bachelor of Arts - English Language and Literature
01.2019
Higher Secondary School Certificate/ALevel - Business Studies
01.2014
Secondary School Certificate /O-Level - Business Studies
01.2012
Skills
- Call Center Operations
- Customer service excellence
- Product or Service support
- Training and mentoring
- Customer Relations
- Account Updates
- Sales proficiency
- Complaint Handling
- Work Order Preparation
- KPI Monitoring
- Escalation management
- Training programs
- CRM Software
- Supply Management
- Call center experience
- Account Management
- Live chat support
Languages
English
Full Professional
Hindi
Limited Working
Bengali
Native or Bilingual
Timeline
CUSTOMER SERVICE ADVISOR - Tele performance
02.2023 - 11.2023
NURSERY ASSISTANT - Catherine House Day Nursery School
01.2021 - 02.2023
CUSTOMER SERVICE MANAGER - Glitter N Glam
08.2019 - 09.2020
Account Executive - Payables and Receivables - Seagears
08.2017 - 03.2019
Birmingham City University - Master of Business Administration, Business Studies
East Delta University - Bachelor of Arts, English Language and Literature
Agrabad Mohila College - Higher Secondary School Certificate/ALevel, Business Studies
Agrabad Balika Bidyalay - Secondary School Certificate /O-Level, Business Studies
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