SK JARIN TASNIM
Customer Service & Account Management Specialist
Fort Collins
Summary
Dynamic customer service professional with extensive experience at E-470 Public Highway Authority, adept at conflict resolution and account management. Proven track record in enhancing customer satisfaction through effective communication and problem-solving. Skilled in CRM systems and high-volume call handling, consistently delivering results in fast-paced environments.
Overview
9
9
years of professional experience
Work History
Advanced Account Advisor
E-470 Public Highway Authority
Aurora
11.2020 - 11.2023
- Managed 80+ customer accounts daily, resolving overdue toll balances and registration holds
- Guided customers through payment plans and account resolutions
- De-escalated complex customer concerns, ensuring resolution and customer retention
- Handled high-volume inbound calls, achieving high customer satisfaction ratings
- Collaborated with internal departments to resolve account issues, enhancing overall service delivery
- Maintained accurate records of all interactions and transactions
- Trained new hires on systems, workflows, and customer service standards
Customer Service Manager
TTEC
Greeley
06.2020 - 11.2020
- Addressed complaints with conflict-resolution techniques to restore customer satisfaction
- Managed inbound customer inquiries to achieve timely issue resolution
- Assisted customers with account and billing questions to enhance service experience
- Used CRM systems to track interactions and improve service quality
- Trained and supported new team members on service protocols
Department Manager
Walmart
Denver
01.2016 - 12.2018
- Delegated tasks and monitored productivity to meet department goals
- Supervised daily operations, enhancing team collaboration and performance
- Handled customer complaints, ensuring swift resolution and customer satisfaction
- Assisted customers on sales floor, resolving concerns to elevate overall experience
Front Desk Associate (Volunteer)
Cheyenne Regional Medical Center
Cheyenne
01.2015 - 05.2016
- Answered inquiries and facilitated front desk operations to enhance visitor experience
- Welcomed patients and visitors, providing directions and assistance
- Maintained organized front desk to ensure smooth operations and positive atmosphere
- Demonstrated empathy and effective communication to build rapport with visitors
Education
Bachelor of Science (B.S.) - Computer Science (Network & Security)
Colorado State University
Fort Collins, CO05-2027
Associate in Science (A.S.) - Computer Science
Arapahoe Community College
Littleton, CO12-2019
Skills
- Customer service and support
- Conflict resolution and de-escalation
- High-volume call handling
- Account management
- Active listening and communication
- Multitasking across systems
- Data entry and documentation
- CRM systems and tracking
- Problem-solving and issue resolution
- Time management and adaptability
- CRM software
- Microsoft Office
- Data entry and record keeping
- Navigating multiple systems and screens
- Technical support
Awards
- Employee of the Month - Walmart
- Employee of the Month - E-470
Languages
- English, Fluent
- Hindi
- Bengali, Native
- Hindi, Intermediate
Timeline
Advanced Account Advisor
E-470 Public Highway Authority
11.2020 - 11.2023
Customer Service Manager
TTEC
06.2020 - 11.2020
Department Manager
Walmart
01.2016 - 12.2018
Front Desk Associate (Volunteer)
Cheyenne Regional Medical Center
01.2015 - 05.2016
Bachelor of Science (B.S.) - Computer Science (Network & Security)
Colorado State University
Associate in Science (A.S.) - Computer Science
Arapahoe Community College