Shanaj Rahman
Philadelphia,PA
Summary
- To utilize and advance my skill and knowledge while maintaining a position in a hands on field.
- Obtain a position Business field to enhance the professional growth and development.
- Energetic, results-oriented team-player eager to bring strong administrative skills to a growing company in need top level support.
Overview
12
12
years of professional experience
Work History
BPO Quality Assurance Specialist
MetaSource
Bristol, PA
01.2022 - Current
- Oversees all aspects of quality assurance including monitoring, evaluation, and calibration scoring.
- Inspect scanned documents for discrepancies, imaging quality, and more.
- Reviews and edits document scans to fit company standards.
- Assist in developing and maintaining a document quality control process.
- Monitor calibration of scanned documents.
- Assist management with coaching, training, and development of data entry operators.
- Assists with training and educating data entry agents and team members on the quality control process.
- Track and identify reoccurring adherence problems and improvement opportunities in relation to document image scanning.
- Analyze quality and performance trends. Responsible for scheduling, facilitating, and documentation of regular improvement meetings.
- Responsible for scheduling, facilitating, and documentation of regular improvement meetings.
Customer Contact Center Representative
MetaSource
Bristol, PA
09.2015 - 02.2016
- Resolves customer concerns, questions, and requests efficiently using their knowledge and understanding of the product or program.
- Provides the customer with product and service information via phone, email, and or letter.
- Identifies, researches, and resolves customer issues using computer systems.
- Maintains current understanding of expectations through training.
- Partners with the customer service team to meet goals and exceed expectations.
Administrative Assistant
Tindall Resource Group INC.
Philadelphia, PA
02.2015 - 05.2015
- Discuss strategies with caregiver to assist Participant in achieving goals
- Answer and direct incoming phone calls to the main line.
- Check mail daily & distribute accordingly. Create Envelopes (stamps) on stamps.com and drop off to the mailbox.
- Create files and binders for new Participants.
- File documents in consumers files.
- Empty shredder from all offices or when the collections compartment is full and properly disposed of.
- Change office server tape.
- Check all Participants eligibility status on PROMISe and report issues noted to the Support
- Coordinator & SC Supervisor.
- Check Participants Individual Service Plan on HCSIS.
- Vacuum office as needed. Keep office events and updates along with motivational quotes on Facebook, Twitter, LinkedIn via Hootsuite.
- Weekly, update Participant database as needed (new Participant, change in demographics, etc.)
- Weekly, check spreadsheets & databases for changes and make updates as needed.
- Weekly, check supply inventory & prepare list as needed.
- Monthly, research current events in BAS & OLTL and create a company newsletter on Constant Contant.
- Create and update pay schedules as instructed.
- Enter new Participants with address information into QuickBooks & make corrections or updates when changes.
- Ensure each Participant has a file/binder appropriately labeled with their name.
- Review Participant file/binder to ensure documents are filed in appropriate sections, etc.
- Organize resource information.
- Organize the supply cabinet along with the rest of the office.
- Check SC documents in the file cabinet and make sets of copies as needed.
- Compile SC intake, assessment & annual review packets and file in appropriate hanging files in the file cabinet.
Independent Business Owner(Agent)
Arise Construction
Philadelphia, PA
12.2013 - 02.2016
- Assist clients via email, chat support, technical support.
- Provide an unparalleled customer experience with on-demand service through its crowd-sourcing solutions.
- Ability to work with different clients, understanding the different services provided.
- Understanding values such as scalability, efficiency, approaching tradition challenges with ground breaking solutions.
- Agility to support customers in all forums, tending to all demographic preferences.
- Ability to provide resources with technical aptitude, brand enthusiasm, and specialized customer support skills.
Senior Customer Service Tech
Office Max
Philadelphia, PA
12.2013 - 02.2015
- Report daily different sessions of operation.
- Greeted customers and provide excellent customer service.
- Making sure all information precise direct to customer Educate customers about new promotions, specialties, and rewards.
- Set-up advertising signs and displays to increase sales.
- Worked varies hours.
- Always above the target time for each assembly step.
FT Machine Operator
PITNEY BOWES INC.
Bensalem, PA
11.2013 - 01.2014
- Maintaining a good amount of quality, and also exceeding the quantity of production.
- Match mails from slot to tray with the correct barcode label.
- Cooperate with pre-sorters, and maintaining a steady speed of operation.
- Report daily different sessions of operation.
- Always above the target time for each assembly steps.
Sales Representative
COMMERCE ENERGY INC
Philadelphia, PA
08.2012 - 12.2012
- Greeted customers and provide excellent customer service.
- Making sure all information is precise and direct to the customer.
- Perform a daily report sheet of comments from customers.
- Handled all customer problems with patience and sensitivity.
- Maintaining sales in high volume.
Management
Popeyes
Philadelphia, PA
11.2011 - 08.2012
- Worked varies hours .
- Cash register duties; perform daily deposit drops before and after work, making all kinds of transactions.
- Educate customers about new promotions, specialties, and rewards.
- Help perform routine maintenance around the store as needed.
- Manage employees schedule, hours.
- Make store orders, making sure all materials are available for employees.
- Supervised performances and ensuring proper assembly of sales
Cashier
Dunkin Dounts
Philadelphia, PA
07.2012 - 10.2012
- Satisfy customers orders in a timely fashion.
- Working varies hours.
- Cash register duties; perform daily deposit drops before and after work, making all kinds of transactions.
- Educate customers about new promotions, specialties, and rewards.
- Help perform routine maintenance around the store as needed.
- Set-up advertising signs and displays to increase sales.
Education
High School Diploma -
Northeast High School
Philadelphia, PA06-2012
Skills
- Data Analysis
- Risk Management
- Documentation And Reporting
- Analytical Thinking
- Detail Oriented
- Quality Assurance
- Team Leadership
- Communication proficiency
- Customer Service
- Consulting
- Collaboration skills
- Problem-solving skills
Languages
Bengali
Native/ Bilingual
Hindi
Professional
References
References available upon request.
Timeline
BPO Quality Assurance Specialist
MetaSource
01.2022 - Current
Customer Contact Center Representative
MetaSource
09.2015 - 02.2016
Administrative Assistant
Tindall Resource Group INC.
02.2015 - 05.2015
Independent Business Owner(Agent)
Arise Construction
12.2013 - 02.2016
Senior Customer Service Tech
Office Max
12.2013 - 02.2015
FT Machine Operator
PITNEY BOWES INC.
11.2013 - 01.2014
Sales Representative
COMMERCE ENERGY INC
08.2012 - 12.2012
Cashier
Dunkin Dounts
07.2012 - 10.2012
Management
Popeyes
11.2011 - 08.2012
High School Diploma -
Northeast High School