Mustafizur Sarker
Southall,United Kingdom
Summary
Dedicated professional with extensive experience in customer relationship management, order processing, and live chat support. Proficient in email communications, telephone etiquette, and handling objections with a strong focus on problem-solving and troubleshooting. Adept at managing special needs passenger assistance and complaint handling while maintaining patience under pressure. Skilled in IT, networking, Microsoft Office, and public speaking. Committed to delivering exceptional service through active listening and effective written and verbal communication skills. A team player with a career goal of advancing in customer service management roles.
Overview
7
7
years of professional experience
2
2
years of post-secondary education
1
1
Certification
Work history
Customer Service Agent
Wilson James
London, Heathrow
2024.09 - 2026.04
- Assist PRS (special assistance) passengers using wheelchairs to and from gates and terminals.
- Communicate clearly with passengers and airline staff to provide excellent service.
- Follow manual handling safety rules.
- Use radios/PDA to stay in touch with team and control room.
- Help with loading/unloading during flight arrivals and departures.
- Represent the company with a professional appearance and behaviour.
- Handled complaints calmly and professionally, providing appropriate solutions to promote continued customer satisfaction.
- Improved customer satisfaction by efficiently resolving complaints and issues.
- Assist passengers from arrival through security, passport control and to their boarding gate
- Support arriving passengers from aircraft to immigration, baggage claim and exit
- Help passengers with reduced mobility, including wheelchair assistance and manual support
- Greet passengers, understand their needs and clearly explain airport procedures
- Assist with connecting/transfer flights
- Keep wheelchairs stocked and available across terminals
- Communicate with control team and supervisors about passenger updates and requests
- Support passengers during delays or disruptions and keep them informed
- Use equipment safely and professionally
- Record passenger progress using a handheld device (PDA)
- Take responsibility for company equipment during shifts
Door supervisor
TSS
London, Guildford
2023.04 - 2026.04
- Check IDs: Ensure customers purchasing age-restricted items like alcohol or tobacco are of legal age.
- Control Entry: Manage and monitor customer entry, especially during peak times or special events.
- Maintain Order: Prevent conflicts and manage any disputes or disturbances within the store.
- Security Checks: Conduct bag checks if necessary and ensure no prohibited items are brought into the store.
- Patrol Premises: Regularly walk around the store and its surroundings to ensure safety and security.
- Assist Customers: Help customers with directions and provide information about store policies.
- Emergency Response: Act swiftly during emergencies such as fire alarms or medical incidents, ensuring customer safety.
- Report Incidents: Document and report any incidents or suspicious activities to store management.
- Assist customers and staff with any concerns
- Work closely with team members to maintain a safe environment
- Follow company policies and health & safety procedures
- Handle conflict professionally and de-escalate situations
- Complete reports and keep accurate records when needed
Store colleague
JD sport
London
2023.03 - 2023.04
- Customer Service: Help customers find products and answer their questions.
- Sales: Assist customers with purchases and suggest products.
- Stock Management: Restock shelves and organize inventory.
- Cash Handling: Operate the cash register and handle payments.
- Store Maintenance: Keep the store clean and tidy.
- Teamwork: Work with other colleagues to provide a great shopping experience.
- Achievements:
- Customer Satisfaction: Received positive feedback for helping customers.
- Sales Goals: Met or exceeded sales targets regularly.
- Efficient Stocking: Improved the speed and accuracy of restocking.
- Team Collaboration: Contributed to a friendly and efficient team environment.
Coaching
London tiger
London
2022.01 - 2022.02
- Plan Training: Create fun practice sessions to teach football skills.
- Teach Basics: Show kids how to dribble, pass, shoot, and defend.
- Game Strategy: Plan simple game strategies for the team.
- Mentor Kids: Help each child improve their skills and confidence.
- Ensure Safety: Make sure the playing area and equipment are safe.
- Promote Sportsmanship: Teach fair play and teamwork.
- Talk to Parents: Inform parents about their child's progress and upcoming games.
- Check Progress: Watch how players improve and give helpful feedback.
- Achievements:
- Better Skills: Kids improved their football skills over the season.
- Team Spirit: Created a team that works well together.
- Positive Feedback: Received praise from parents and kids for making practice fun.
- Winning Games: Led the team to win several matches and tournaments.
- Happy Players: Kept kids excited and wanting to continue playing.
- Confidence: Helped kids feel more confident on and off the field.
- Inclusive Team: Made sure every child felt important and included.
Front desk receptionist
Boots UK
Hayes, Middlesex
2019.06 - 2019.07
- Greet customers and provide a friendly, professional first impression
- Answer phone calls and respond to customer enquiries
- Manage appointments and direct customers to the right service
- Handle payments and support with basic transactions
- Keep the front desk area clean and organised
- Support the team with admin tasks and daily operations
- Deal with customer issues calmly and professionally
- Follow company procedures and maintain confidentiality
Education
BTEC Business Studies - Business
Uxbridge College
Uxbridge, United Kingdom 2022.09 - 2023.06
Btec Level 3 foundation extended diploma - Business
Uxbridge college
Uxbridge, United Kingdom 2023.09 - 2024.06
GCSEs - Englsih
Uxbridge College
2023.09 - 2024.06
Skills
- Email Communications
- Telephone Etiquette
- Customer Relationship Management
- Order Processing
- Live Chat Support
- IT
- Microsoft Office
- Troubleshooting
- Networking
- Problem-solving
- Active listening
- Patience under pressure
- Complaint handling
- Written and verbal communication skills
- Live chat support
- Team player
- Live Chat enquiry handling
- Special needs passenger assistance
- Handling objections
- Public speaking
Certification
GCSE English, Level 2, Achieved during a tough year during 2020 covid time.
Achieved Level 3 BTEC Business at Uxbridge college.
Also Achieved BTEC Business Level 2.
Languages
Bengali
Proficient (C2)
Italian
Upper intermediate (B2)
Hindi
Proficient (C2)
Hobbies and Interests
- Football - like to play football on my free time with my friends and brothers too.
- Pilot - that's my hobby yes I wanted to become a commercial pilot as I didn't achieve my hobby because I had really tough years on 2020 to 2022.
- I enjoy playing football with friends and family in my free time.
- I'm very interested in aviation and love plane spotting.
- My dream is to become a commercial pilot one day.
Personal Information
Languages
4,B2,3,B1,6,C2
Career goals
- My goal is to become a TDM (Terminal Duty Manager) at Wilson James and grow my career within the company by learning new skills and taking on more responsibility.
Affiliations
- Passionate about football; enjoy playing and following the sport Strong interest in aviation, with a long-term goal of becoming a pilot Motivated to develop leadership skills and grow into a management role Eager to contribute positively to a company and support team success
Accomplishments
- Awarded for confidence and presentation skills in high school after presenting a product to the entire year group
- Received a certificate for strong communication and public speaking abilities
- In college, recognised for delivering a successful product presentation
- Awarded a certificate for problem-solving skills and supporting group work
Timeline
Customer Service Agent
Wilson James
2024.09 - 2026.04
Btec Level 3 foundation extended diploma - Business
Uxbridge college
2023.09 - 2024.06
GCSEs - Englsih
Uxbridge College
2023.09 - 2024.06
Door supervisor
TSS
2023.04 - 2026.04
Store colleague
JD sport
2023.03 - 2023.04
BTEC Business Studies - Business
Uxbridge College
2022.09 - 2023.06
Coaching
London tiger
2022.01 - 2022.02
Front desk receptionist
Boots UK
2019.06 - 2019.07