Ruptanu Barua
Richmond Hill,NY
Summary
Customer service leader with extensive experience at Woori Bank, specializing in problem-solving and team training. Achieved significant improvements in customer satisfaction through effective communication and operational management. Proficient in data entry and multitasking in high-pressure environments, successfully fostering strong client relationships to drive repeat business.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Customer Service Lead & Operations In-Charge
Woori Bank
Chattogram, Bangladesh
07.2022 - 09.2024
- Assisted customers with inquiries and provided product information effectively.
- Managed customer service operations to ensure smooth daily activities.
- Handled customer complaints and resolved issues promptly and professionally.
- Trained new team members on customer service protocols and tools.
- Maintained accurate records of customer interactions and transactions.
- Communicated product updates and promotions to customers clearly and efficiently.
- Directed customer service staff activities, including training, coaching and performance management.
- Trained new team members on proper service methods and evaluated service delivery using quality assurance program.
- Provided expertise on product knowledge, services, policies and procedures to customers.
- Volunteered to handle complaints and issues for manager during busy time periods.
- Monitored team performance against set targets and KPIs.
- Developed strong customer relationships to encourage repeat business.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
Customer Service Officer
Woori Bank
Chattogram, Bangladesh
05.2012 - 07.2022
- Assisted customers with banking inquiries and account management.
- Processed transactions accurately and efficiently at the service desk.
- Educated clients on banking products and services for informed decisions.
- Resolved customer complaints promptly to enhance satisfaction levels.
- Maintained up-to-date knowledge of banking regulations and policies.
- Utilized banking software for accurate data entry and record keeping.
- Answered customer inquiries via telephone, email and face-to-face contact.
- Resolved customer issues in an efficient and timely manner.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Developed strong customer relationships to encourage repeat business.
Education
MBA - Finance
University of Science & Technology, Ctg. (USTC)
Bangladesh, U.S. Equivalency Confirmed by IEE Eva09-2009
Skills
- Customer service excellence
- Verbal and written communication
- Problem-solving and attention to detail
- Multitasking in fast-paced environments
- Point-of-sale system proficiency
- Data entry and office support
- Team leadership and training
- Adaptability in diverse work settings
Certification
- Advanced Certificate in Business Administration (ACBA)
Institute of Business Administration (IBA), University of Dhaka - Operational Risk Management in Banks
Bangladesh Institute of Bank Management (BIBM)
Languages
English
Native/ Bilingual
Bengali
Native/ Bilingual
Hindi
Limited
Technical Proficiency
• Microsoft Word, Excel, PowerPoint
• Email platforms (Outlook, Gmail)
• Cloud storage and File sharing
• POS systems and basic troubleshooting
• Business accounting software (QuickBooks)
Work Authorization
Signature
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Timeline
Customer Service Lead & Operations In-Charge
Woori Bank
07.2022 - 09.2024
Customer Service Officer
Woori Bank
05.2012 - 07.2022
MBA - Finance
University of Science & Technology, Ctg. (USTC)
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