Fatema Tuz Johora
Los Angeles,CA
Summary
Results-oriented financial services professional with a strong foundation in banking operations, customer relationship management, and risk management. Skilled in transaction processing, compliance, and regulatory adherence. Proficient in leveraging technology to streamline processes and enhance efficiency. Experienced in leading teams and driving operational excellence. Seeking a challenging role in a dynamic financial institution to contribute to strategic goals and deliver exceptional results.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Management Trainee Officer
Dutch-Bangla Bank
47 Motijheel Commercial Area, Dhaka
12.2018 - 09.2023
- Customer Relationship Management: Built and maintained strong client relationships by assisting with account inquiries, resolving issues, and providing guidance on banking products and services.
- Transaction Processing: Efficiently handled cash deposits, withdrawals, fund transfers, and check clearances while ensuring accuracy and adherence to banking protocols.
- Compliance and Risk Management: Ensured all transactions and processes were compliant with regulatory standards, minimizing risk and maintaining audit readiness.
- Product Knowledge and Promotion: Guided customers on available banking products, such as loans, credit cards, and investment options, to drive product adoption and meet financial needs.
- Account Management: Processed account openings, closures, and modifications with precision, ensuring data accuracy and confidentiality.
- Problem-Solving and Issue Resolution: Identified and resolved discrepancies and customer concerns promptly, enhancing client satisfaction and operational efficiency.
- Cross-Functional Collaboration: Collaborated with departments like Loan Processing and Wealth Management to support comprehensive customer solutions.
Customer Service Manager
Digicon Technologies
242/A Tejgaon I/A, Gulshan Link Road, Dhaka-1208, Bangladesh
04.2017 - 11.2018
- Led and managed a team responsible for handling inbound and outbound complaints, ensuring prompt and effective resolution of customer issues.
- Supervised the social media team, overseeing customer interactions and ensuring a positive brand presence across various platforms.
- Developed and implemented strategies to improve team performance and enhance customer satisfaction.
- Monitored team KPIs and provided regular feedback and training to improve productivity and service quality.
- Coordinated with other departments to streamline processes and ensure seamless customer service across multiple channels.
Education
Doctor of Business Administration
Westcliff University
Irvine, CA10-2026
Master of Science - Zoology
University of Dhaka
Nilkhet Rd, Dhaka 1000, Bangladesh12-2019
Skills
- Customer Service
- Operations Management
- Marketing Management
- Credit solutions guidance
- Risk management policies
- Consumer Banking
- Employee Training Assistance
- Data Analytics
- Products and Services Knowledge
- Banking relationship management
Certification
- International Conference on TIACOMP, June 2024 (Paper ID: 200)
- IEEE COMPAS, September 2024 (Paper ID: 292)
Accomplishments
- Leadership and Teamwork:Recognized as "Best Team Leader" for exceptional performance and team contributions.
- Mentored and trained new joiners, enhancing their skills and knowledge.
- Performance Excellence:Consistently exceeded sales and customer service targets.
Successfully led the Credit Card Selling Project, resulting in the branch being recognized as the highest-performing branch in 2022.
Timeline
Management Trainee Officer
Dutch-Bangla Bank
12.2018 - 09.2023
Customer Service Manager
Digicon Technologies
04.2017 - 11.2018
- International Conference on TIACOMP, June 2024 (Paper ID: 200)
- IEEE COMPAS, September 2024 (Paper ID: 292)
Doctor of Business Administration
Westcliff University
Master of Science - Zoology
University of Dhaka
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