Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Gulam Kibria Sami

Niagara Falls,New York

Summary

Talented program associate with demonstrated experience providing administrative support services. Experienced in using variety of software applications and calendar management. Excellent communication and interpersonal skills.

Overview

5
5
years of professional experience

Work History

Program Associate

Centene
03.2022 - Current
  • Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
  • Followed detailed directions from management to complete daily paperwork and computer data entry.
  • Coordinated cross-functional teams to ensure timely completion of program deliverables, maintaining project schedules and meeting objectives.
  • Handled escalated cases professionally while maintaining composure under pressure situations, demonstrating excellent problem-solving abilities under stressors common in the Client Services Coordinator role.
  • Maintained 200+ members cases
  • Provided training to new hires
  • Have experience working with salesforce, CCA, Citrix and UAS.
  • Managed members needs like meal services or incontinence supplies and much more.
  • Sometimes assist supervisor to make monthly report
  • Managed member long term care plan
  • Worked well in a team setting, providing support and guidance.
  • Passionate about learning and committed to continual improvement.
  • Proved successful working within tight deadlines and a fast-paced environment.

Customer Service Representative

Skip The Dishes
01.2019 - 09.2021
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Streamlined call center processes for improved efficiency and reduced wait times.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Handled customer inquiries and suggestions courteously and professionally.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Answered constant flow of customer calls with minimal wait times.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Updated account information to maintain customer records.

Education

Advanced Diploma in Hospitality And Tourism - Tourism

Toronto School of Management
Toronto Canada
07.2021

Higher Secondary School Certificate ( HSC) - Science

Sylhet Govt College
Sylhet Bangladesh
07.2015

High School Diploma -

Sylhet Govt Pilot High School
Sylhet , Bangladesh
04.2013

Skills

  • Excel Spreadsheets
  • Remote Working Experience
  • Database Management
  • Organizational Skills
  • Time Management
  • Innovation and Creativity
  • Adaptability and Flexibility
  • Performance Measurement
  • Team Collaboration
  • Process Improvement
  • Critical Thinking
  • Decision Making
  • Interpersonal Skills

Languages

Bengali
Native or Bilingual

Timeline

Program Associate

Centene
03.2022 - Current

Customer Service Representative

Skip The Dishes
01.2019 - 09.2021

Advanced Diploma in Hospitality And Tourism - Tourism

Toronto School of Management

Higher Secondary School Certificate ( HSC) - Science

Sylhet Govt College

High School Diploma -

Sylhet Govt Pilot High School

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Gulam Kibria Sami