Farjana Ahmed
Jamaica
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
9
9
years of professional experience
Work History
Customer Services Representative
British Airways
03.2023 - Current
- Provided exceptional customer service with empathetic listening and effective problem-solving skills.
- Managed passenger boarding process, maintaining orderliness and timeliness during busy periods.
- Maintained calm under pressure while managing stressful situations involving delayed or canceled flights.
- Streamlined check-in processes for faster service, resulting in reduced wait times.
- Greeted passengers, assisted with carry-on baggage storage and delivered onboard announcements.
- Processed ticket sales accurately, ensuring correct fare calculations and efficient booking procedures were followed.
- Suggested various packages and amenities to guests, helping each find perfect accommodations to fit personal needs.
Qatar Airline Customer Services JFK
Swissport Cargo Services
01.2021 - 02.2023
- Help passengers with self-serve or assisted check in procedures
- Deal with passenger flight queries
- Verify travel documents and provide boarding passes
- Tell passengers about luggage restrictions
- Weigh baggage and collect any excess weight charges
- Give passenger boarding pass
- Greeted passengers, assisted with carry-on baggage storage and delivered onboard announcements.
- Managed passenger boarding process, maintaining orderliness and timeliness during busy periods.
- Handled escalated customer complaints professionally, implementing solutions that addressed concerns adequately.
Shift supervisor & manager
Rite Aid pharmacy
09.2019 - 04.2021
- Managed cash handling procedures, maintaining accuracy in financial transactions and minimizing discrepancies in daily reconciliations.
- Completed store opening and closing procedures and balanced tills.
- Improved customer satisfaction rates with consistent quality checks and timely resolution of complaints.
- Monitored staff compliance with health codes, ensuring high standards of cleanliness throughout the facility consistently met or exceeded expectations.
- Helped store management meet standards of service and quality in daily operations.
- Assisted customers by answering questions and fulfilling requests.
- Helped customers complete purchases, locate items, and join reward programs.
- Handled cash with high accuracy and took care to check bills for fraud.
- Set up new sales displays each week with fresh merchandise.
Customer service & Teller
NYCB BANK
03.2016 - 10.2019
- Handle cash
- Open safe deposit box
- Deposit & withdrawing money
- Educated customers on use of banking website and mobile apps.
- Answered telephone inquiries on checking and savings accounts, loans, and lines of credit.
- Maintained friendly and professional customer interactions.
- Handled various accounting transactions.
- Processed applications for new accounts.
- Wrote and distributed customer correspondence.
- Executed wire transfers, stop payments and account transfers.
Education
Bachelor of Art - BA - Accounting
Queens College, The City University of New York
Flushing, New York09.2019
Skills
- Microsoft Office
- Adobe Photoshop
- Google Applications
- Data Entry
- Customer Relations
- Call center experience
- Microsoft Outlook
- Scheduling
- Paperwork Processing
- Microsoft PowerPoint
- Retail store support
Leadershipandactivities
- Jamaica Muslim Center, Jamaica, New York, Volunteer, 08/01/17 - 12/31/18, Controlled over 200 people in order to ensure fire department regulations are not violated., Mediated any last minute issues and improvised according to the situation.
- Bangladesh Students Association, Queens College, Flushing, New York, Advising Team Member, 10/01/17 - 12/31/19, Interacted with local politicians to secure sponsors and garner support for the organization., Effectively organized and executed events ranging from small to upscale events.
- Queens College, Flushing, New York, Events Leader/ Coordinator, 08/01/18 - 08/31/18, Demonstrated strong communication skills by guiding over 50 freshmen during campus orientation and coordinating various ice breaker activities., Aided in preparing over 2,000 student orientation packages with 15 teammates.
Bangla, Urdu, Hindi,
Fluent Speaking Bangla ,Urdu , Hindi
Languages
Bengali
Full Professional
Hindi
Full Professional
Urdu
Full Professional
Timeline
Customer Services Representative
British Airways
03.2023 - Current
Qatar Airline Customer Services JFK
Swissport Cargo Services
01.2021 - 02.2023
Shift supervisor & manager
Rite Aid pharmacy
09.2019 - 04.2021
Customer service & Teller
NYCB BANK
03.2016 - 10.2019
Bachelor of Art - BA - Accounting
Queens College, The City University of New York
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