Masud Alam
718 New Jersey Avenue Brooklyn
Summary
Personal Statement
Highly motivated customer service professional with 5+ years of experience in delivering exceptional support and creating positive customer experiences. Skilled in problem-solving, conflict resolution, and maintaining customer satisfaction. Seeking to contribute my expertise in a dynamic team environment focused on customer care.
Overview
11
11
years of professional experience
1
1
Certification
Work History
NYC 311
Call Center Representative
09.2024 - Current
- Managed inbound customer inquiries with professionalism and empathy.
- Utilized CRM software to document customer interactions and track issues.
- Conducted follow-up calls to ensure customer satisfaction and service quality.
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
Srichakra Incorporated Business
Customer Service Manager
09.2020 - 08.2024
- Lead customer service team to enhance service delivery and satisfaction.
- Developed training programs for staff to improve product knowledge and skills.
- Analyzed customer feedback to identify areas for service improvement.
- Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
Salz Group Management LLC
Customer Service Manager
02.2019 - 05.2020
- Responded to customer inquiries during company hours to ensure satisfaction.
- Answered questions regarding products and services to enhance knowledge.
- Delivered information about company offerings to promote awareness.
- Managed operational budgets effectively to maintain financial health.
- Supervised workforce performance and provided guidance for improvement.
Fouress Group Inc
Sales Associates
06.2018 - 01.2019
- Delivered excellent customer service during fast-paced lunch rushes.
- Resolved customer challenges by recommending relevant products and services.
- Cultivated relationships with customers to promote repeat business.
- Facilitated clear and positive communication with coworkers and management.
Data Entry Intern (Internship)
Cypress Hills Local Development Corporation
06.2017 - 09.2017
- Conducted thorough reviews of data entries to ensure accuracy and minimize errors.
- Facilitated discussions with staff to address questions regarding data submissions.
- Assisted team members with efficient data entry, allowing focus on critical tasks.
- Collaborated with staff to resolve discrepancies in provided data.
Internship
Vision Senior Center
03.2014 - 06.2014
- Assisted staff manager in data collection for enhanced efficiency.
- Facilitated daily tasks for staff members, enabling focus on high-priority assignments.
- Organized files, spreadsheets, and reports for improved accessibility.
- Analyzed feedback to drive customer service improvements.
Education
BBA - Business Administration and Management
Brooklyn College of The City University of New York
Brooklyn, NY06.2022
Associate of Arts - Business Administration
Borough of Manhattan Community College of The City University of New York
New York, NY06.2018
High School Diploma -
International High School At Lafayette
Brooklyn, NY07.2015
Skills
Smart: innovative, commercial judgement, Detail oriented, effective planning skills and a quick thinker
Dynamic: pro-active, strong work ethics, High energy levels, Ambitious, prioritizing tasks
Social: Articulate, smart&well presentable, courteous, interpersonal relationship natural and a good communicator
Certification
- CPR-level "Healthcare Provider/"Basic Life Support
Additional Information
References: Available on request.
Timeline
NYC 311
Call Center Representative
09.2024 - Current
Srichakra Incorporated Business
Customer Service Manager
09.2020 - 08.2024
Salz Group Management LLC
Customer Service Manager
02.2019 - 05.2020
Fouress Group Inc
Sales Associates
06.2018 - 01.2019
Data Entry Intern (Internship)
Cypress Hills Local Development Corporation
06.2017 - 09.2017
Internship
Vision Senior Center
03.2014 - 06.2014
BBA - Business Administration and Management
Brooklyn College of The City University of New York
Associate of Arts - Business Administration
Borough of Manhattan Community College of The City University of New York
High School Diploma -
International High School At Lafayette
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