Towhidur Shimul
Paterson,NJ
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty. Experienced Teller bringing extensive financial and customer service knowledge from fast-paced bank settings. Offers professional attitude paired with stellar mathematical skills. Consistently recognized for "service with a smile" mentality. Motivated banking professional committed to quality customer service and possessing superb communication skills. Builds customer loyalty by resolving problems and quickly processing transactions. Over 5 years of progressive experience in retail banking. Talented Bank Teller adept at processing customer transactions, counting money and maintaining balanced cash drawer with high level of accuracy. Trained in all aspects of opening and closing procedures.
Overview
10
10
years of professional experience
Work History
Customer Service Representative
Hilton Garden Inn
Wayne, NJ
02.2018 - Current
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services and company information.
- Provided primary customer support to internal and external customers.
- Recommended products to customers, thoroughly explaining details.
- Assisted customers with setting appointments, special order requests, and arranging merchandise pick-up.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
- Cultivated customer loyalty, promoted repeat business and improved sales.
- Developed community reputation through commitment to customer satisfaction and strong client relationships.
- Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Consulted with outside parties to resolve discrepancies and create expert solutions.
- Communicated with vendors regarding backorder availability, future inventory and special orders.
- Evaluated account and service histories to identify trends, using data to mitigate future issues.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Educated customers about billing, payment processing and support policies and procedures.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Answered average of hundreds over calls, emails and faxes per day, addressing customer inquiries, solving problems and providing product information.
Management Trainee Officer
Dutch Bangla Bank Limited
Chittagong, Chittagong
03.2015 - 12.2017
- Conferred with customers each day to maintain current understanding of needs and preferences, resolve issues and promote brand loyalty.
- Managed and mentored team 12 employees.
- Assisted in organizing and overseeing assignments, planning and coordinating in-house and outsourced resources.
- Resolved escalated concerns using professionalism and understanding of facets of issue.
- Set, enforced and optimized internal policies to maintain responsiveness to demands.
- Applied performance data to evaluate and improve operations, target current business conditions and forecast needs.
- Planned and implemented team projects to accomplish objectives.
- Assessed supplier quality to maintain tight cost controls and maximize business operational performance.
- Reviewed financial accounts for accuracy and resolved discrepancies.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Directed training and retraining of employees to boost performance and enhance business results.
- Explained services and products to customers in friendly and engaging way.
- Stayed up to date on changing product and service options to provide top-notch support to customers and employees.
Bank Cashier
City Bank Bangladesh
Chittagong, Chittagong, Bangladesh
01.2013 - 02.2015
- Answered customer inquiries regarding account balances, transaction history, services charges and interest rates.
- Processed customer transactions promptly, minimizing wait times.
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
- Answered telephone inquiries on checking and savings accounts, loans and lines of credit.
- Performed cash, card and check transactions to complete customer purchases.
- Operated cash register to record transactions accurately and efficiently.
- Used POS system to enter orders, process payments and issue receipts.
- Reconciled cash drawer at start and end of each shift, accounting for errors and resolving discrepancies.
Education
MBA - Human Resources Management
International Islamic University Chittagong
Chittagong, Bangladesh01.2015
Bachelor of Science - B.Sc in Textile Engineering
Atish Dipankar University Of Science & Technology
Dhaka, Bangladesh12.2013
Skills
- Data Entry and Maintenance
- Money Handling
- Strategic Financial Planning
- Safe Deposit Box Oversight
- Transaction Error Identification
- Balance Verification and Reconciliation
- Bill Payment Receipt
- ATM Balancing
- Cash Supply Orders
- Resource Estimation
- Deposit and Withdrawal Management
- Process Monitoring
- Currency Counting Machines
- Data Security and Validation
- Information Processing
- Cash Drawer Reconciliation
- Complex Information Interpretation
- Signature Verification
- Sorting and Filing
- Teller Transactions
- Cash Counting
- Check Cashing
- Accounting Softwares
- Cash Distribution
- Call and Email Handling
- POS Inventory System Operation
- Needs Assessment
- Responding to Difficult Customers
- Interpretation and Translation Services
- Issue and Complaint Resolution
- Complaint resolution
- CRM
Accomplishments
- Monetary Transactions - Handled cash, check, credit and automatic debit card transactions with 100% accuracy.
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Product Promotion - Up-sold products and motivated customers to upgrade current product plans.
- Compiled inventory lists and worked with vendors for product pricing and special orders. Handled high volume sales with cash, credit and gift card transactions, balancing cash draw at end of shift with 100% accuracy rate.
Languages
English
Bengali
Timeline
Customer Service Representative
Hilton Garden Inn
02.2018 - Current
Management Trainee Officer
Dutch Bangla Bank Limited
03.2015 - 12.2017
Bank Cashier
City Bank Bangladesh
01.2013 - 02.2015
MBA - Human Resources Management
International Islamic University Chittagong
Bachelor of Science - B.Sc in Textile Engineering
Atish Dipankar University Of Science & Technology
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