Summary
Overview
Work history
Education
Skills
Technical& Digital Skills
Languages
Accomplishments
Timeline
Generic

Masuma Mitu

Warwickshire,United kingdom

Summary

Client Support and Administration professional with 5 years of experience in international medical tourism. Expertise in customer service, travel coordination, and patient guidance through medical procedures. Demonstrated success in managing operational challenges, safeguarding confidential information, and leading effective teams. Proficient in CRM tools and MS Office to enhance workflows and ensure exceptional service delivery.

Overview

10
10
years of professional experience

Work history

Customer Service Assistant

McDonald's
Rugby, United Kingdom
10.2023 - Current
  • Provided fast, customer-focused service in a high-pressure environment, resolving queries efficiently and professionally.
  • Accurately handled transactions and bookings using POS systems, ensuring smooth payment and order processes.
  • Worked closely with team members to maintain service flow and meet customer satisfaction targets
  • Delivered exceptional customer service by addressing inquiries promptly.

Team Leader – International Client Support & Admin

Korea MTS Ldt
Dhaka, Bangladesh
01.2020 - 08.2023
  • Supervised a team of 5+ in delivering international medical tourism services, ensuring high-quality client support.
  • Coordinated travel, ticketing, hotel booking, and special cases (e.g. medical emergencies, unaccompanied minors).
  • Acted as liaison between patients and hospitals, guiding them through treatment processes and schedules.
  • Resolved service disruptions and promoted additional services to improve customer experience and revenue.
  • Maintained financial records, processed payments, and generated regular sales reports.
  • Delivered staff training and ensured accurate data handling using CRM and MS Office tools.

Customer Service Executive – Client Support

Korea MTS Ltd
Dhaka, Bangladesh
08.2018 - 01.2020
  • Provided in-person and remote support to international medical clients
  • Managed travel reservations, medical appointment bookings and itinerary planning based on client requirements.
  • Acted as a liaison between patients and hospitals to relay treatment details, appointment times, and any pre-arrival instructions.
  • Processed ticketing using reservation systems and ensured compliance with travel documentation policies.
  • Handled high volume calls whilst maintaining professionalism and composure.

Banking Intern

Export Import Bank of Bangladesh Limited
Dhaka, Bangladesh
04.2018 - 07.2018
  • Managed databases using banking software to ensure data integrity.
  • Facilitated team communication to improve overall productivity.
  • Addressed account queries to support customer service effectively.
  • Worked under pressure during peak hours while maintaining service quality.
  • Maintained confidentiality when handling sensitive client details.

Admission Officer

Independent University, Bangladesh
Dhaka, Bangladesh
03.2015 - 11.2015
  • I worked as a part time SOD(Student On Duty service) during my studies in my Institution. I was responsible for Assisting with Inquiries.
  • Maintaining records of admission statistics, including the number of applications received.
  • Communicating with applicants, potentially through email or phone, to request missing documents or provide updates on their application status.

Education

Master of Business Administration - Finance

University of Hertfordshire
Hatfield, United Kingdom

Bachelor of Business Administration - Accounting and Finance

Independent University Bangladesh
Dhaka, Bangladesh

Skills

  • Financial Data Entry & Document Management
  • Communication with Suppliers & Internal Managers
  • Time Management & Multitasking
  • Travel coordination
  • Salesforce crm usage
  • Critical financial analysis

Technical& Digital Skills

Business Tools: Microsoft Office, Google Workspace, Zoom, Skype

Digital Skills: Social Media Management, E-commerce Support.

CRM & Productivity Platforms: HubSpot CRM

Languages

Bengali
Native language
English
Advanced (C1)
Hindi
Upper intermediate (B2)
Arabic
Beginner (A1)

Accomplishments

  • Duke Of Edinburgh's International Award

    • Issued by Award House, Matthew St, Lo, UK · Nov 2017

  • Best Employee Appreciation Award-Jan 2020

    • Issued by Korea MTS Ltd, Dhaka, Bangladesh

Timeline

Customer Service Assistant

McDonald's
10.2023 - Current

Team Leader – International Client Support & Admin

Korea MTS Ldt
01.2020 - 08.2023

Customer Service Executive – Client Support

Korea MTS Ltd
08.2018 - 01.2020

Banking Intern

Export Import Bank of Bangladesh Limited
04.2018 - 07.2018

Admission Officer

Independent University, Bangladesh
03.2015 - 11.2015

Master of Business Administration - Finance

University of Hertfordshire

Bachelor of Business Administration - Accounting and Finance

Independent University Bangladesh

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Masuma Mitu