Nayeem Ahmed
Glasgow
Summary
I am a debt collection Associate with a proven track record of meeting high productivity, quality, and performance standards while multitasking. Working in an often stressful but fast-paced environment requires rersilence. I've been taught to identify customer problems by asking thoughtful, detailed, and well-thought-out questions. I have a high performance rate when it comes to following all policies and procedures, including rules and regulations. I am skilled at implementing effective debt collection procedures that adhere to the industry standards. I am skilled at multitasking in order to maximise productivity and also a dynamic problem solver with exceptional relationship-building abilities. I take a methodical approach to client follow-up and have a proven track record of meeting high productivity, quality, and performance standards.
I am currently open and excited to take on new role with long-term growth and advancement potentials.
Overview
12
12
years of professional experience
Work History
Customer Service Advisor
Tesco
Dundee
03.2022 - 07.2022
- Escalating problems to the technical team or other members of the product team when necessary
- Updating customer information in the company database.
- Resolved concerns with products or services to help with retention and drive sales.
- Described product highlights and benefits to help guide purchasing decisions.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Promoted strong customer satisfaction by diagnosing and troubleshooting product issues without need for escalated support.
- My performance help meet the KPI’s and achieved 100% monthly customer satisfaction several times during my tenure
- Maintain more than an hour call time by using strong listening, consultative and problem-solving abilities and using scripted sequences to address all concerns.
- Reconciled cost of orders 18% by selling loyalty clubs, offering promotions and correcting issues.
- Managed department call volume of 35 calls per day and coordinated department schedules to maximize coverage during peak hours.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Reached out to customers to offer assistance with account and service issues, as well as propose new products of choices.
- Maintained and managed customer files and databases.
- Assess and identify vulnerable customers to assist them with additional service benefits designed for the senior citizens.
- Tracking and processing new orders, deliveries, and refunds where applicable
- Performing administrative tasks as assigned by the supervisor.
- Ability to actively listen to customers and identify their complaints accurately so their complaints are resolved, or compensation provided when applicable
- The ability to remain calm and polite when dealing with complaints or challenging clients.
- Strong problem-solving skills to determine the best possible solutions for client issues.
- Knowledge of relevant software packages, such as CRM systems.
- I ensured my performance help meet the KPI’s and achieved 100% monthly customer satisfaction several times during my tenure
Customer Service Manager (Team Lead)
Grameen Phone LTD
Dhaka
07.2020 - 08.2021
- Delivered services to customer locations within specific timeframes.
- Gained strong leadership skills by managing projects from start to finish.
- Strengthened communication skills through regular interactions with others.
- Demonstrated creativity and resourcefulness through the development of innovative solutions.
- Worked well in a team setting, providing support and guidance.
- Participated in team projects, demonstrating an ability to work collaboratively and effectively.
- Developed strong organizational and communication skills through coursework and volunteer activities.
- Passionate about learning and committed to continual improvement.
- Acted as a team leader in group projects, delegating tasks and providing feedback.
- Demonstrated leadership skills in managing projects from concept to completion.
- Managed time efficiently in order to complete all tasks within deadlines.
- Learned and adapted quickly to new technology and software applications.
- Proven ability to learn quickly and adapt to new situations.
- Completed paperwork, recognizing discrepancies and promptly addressing for resolution.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Investigate and solve customers’ problems that have been passed on by customer service assistants.
- Keep accurate records of discussions or correspondence with customers.
- Manage staff recruitments and appraisals.
- Train staff to deliver a high standard of customer service.
- Develop feedback or complaints procedures for customers to use.
Customer Relationship Manager
Kalam Real Estate Services
Dhaka
06.2018 - 02.2020
- Reinforced established quality control standards and followed procedures for optimal customer interactions.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Created customer support strategies to increase customer retention.
- Managed customer relations on ongoing basis to maximize customer retention.
- Liaised between customers and organization with particular focus on working with sales department.
- Delivered superior customer service to strengthen relationships and drive future business revenue.
- Assisted with conflict resolution during partnership negotiations and acquisitions.
- Developed and implemented standards for staff to provide consistent service to customers.
- Created activities and engagements to enhance customer experience, knowledge and patronage.
- Used consultative techniques to understand customer needs and make strategic referrals to business partners.
Manager, Legal Affairs
Afsar Group of Companies
Dhaka
04.2014 - 03.2018
- Maintained professional, organized, and safe environment for employees and patrons.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Provide legal assistance to Human resources team for employment matters and contract drafting for employment and other relating matters.
- Manage company’s IP assets such as trademarks, copyrights, patents, brand names (registrations and renewals).
- Prepare and send legal notices to clients, filing of legal or civil case against debtors defaulting payments.
- Coordination with legal consultants or related agencies for disputes resolutions and preparation of contracts.
- Contractual, legal and regulatory obligations.
- Legal Document Repository- manage and oversee the Company’s commercial contracting purposes, including contract forms and legal contracts repository.
- Supervised team of attorneys, paralegals and other legal personnel in conduct of corporate legal and administrative business.
- Assist the company in compliance to the government guidelines and norms.
- Played a big role in forming the company’s ship dockyard at Narayangonj, Aligonj for loading and unloading goods from and to sister vessels and coordinating and complying with BIWTA (Bangladesh Inland Water Transport Authority) laws and regulations.
- Assessed proposed actions and employee conduct for potential liability and offered suggestions for risk management and remedy.
- Advised company on achieving statutory compliance by interpreting regulations, suggesting company policies and distributing literature on compliant work practices.
- Communicated clearly with employees, suppliers and stakeholders to keep everyone on same page and working toward established business goals.
Debt Collection Specialist
Christus Health
Irving
01.2013 - 08.2015
- Processed payments over phone and set up recurring drafts.
- Secured payments by following up with customers which disregarded promise to pay.
- Interviewed customers to determine reasons for delinquency, source of income and next pay date to build solutions for financial issues.
- Met demands of busy collections group by performing high volume of daily calls.
- Reviewed accounts to determine payment plan compliance.
- Fielded incoming phone calls from customers and directed to corresponding department or individual for assistance.
- Located debtors by utilizing skip tracking and other strategies.
- Overcame objections by applying advanced training and persuasion techniques.
- Utilized talents and expertise to locate customers with aged accounts.
- Prioritized accounts based on total amount owed and credit bureau reports.
- Conveyed current account information and obtained payments by using pre-scripted statements.
- Gathered required information from customers for settlement reviews to help negotiate down debt with creditors.
- Mentored new members on scripts, strategies and company information to maximize performance.
- Established solid record of maintaining consistent performance and quality levels.
- Accepted and processed customer payments and applied toward account balances.
- Investigated billing discrepancies and implemented effective solutions to resolve concerns and prevent future problems.
- Worked closely with delinquent account holders to collect and reconcile accounts through approved channels.
- Interfaced with customers to bring accounts current with suitable repayment plans.
- Remained calm, stayed professional and provided exceptional service on calls, even when interacting with difficult individuals.
Asssociate Merchandiser
Zeal Knitwear Ltd.
Gazipur Industrial Area
07.2010 - 01.2014
- Gained strong leadership skills by managing projects from start to finish.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Demonstrated strong organizational and time management skills while managing multiple projects.
- Demonstrated creativity and resourcefulness through the development of innovative solutions.
- Demonstrated leadership skills in managing projects from concept to completion.
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
- Participated in team projects, demonstrating an ability to work collaboratively and effectively.
- Effectively manage the payments of shipments
- Prepare reports on warehouse new stock arrival and and
- release
- Forecast order quantities based on stock levels and sales information.
- monitor stock levels and movement.
- Maintain accurate stock, export and shipping documents monitor stock levels and movement.
- Generate reports related to sales and profits and new merchandising concepts.
- Develop pricing and merchandising strategy to meet sales target.
- Manage merchandising calendar to meet deadlines.
- Develop merchandising guidelines and reference documents for team members.
- Prepare samples and perform sample testing and reporting.
- identify and resolve merchandising, purchase order and production issues in a timely fashion.
- Coordinate with merchandiser to develop seasonal products.
Education
No Degree - Accounting, Law
British Council
Dhaka, Bangladesh06.2017
BBA - Accoiuntiong And Administration
London School of Commerce (ongoing)
Dhaka, Bangladesh2017
Diploma - Diploma in Fashion Merchandising And Production
Pearl Institute of Fashion
Dhaka, Bangladesh09.2012
O' Levels - English, Mathematics, ACCOUNTING, Commerce, Econom
British Council
Dhaka, Bangladesh03.2006
Skills
- Personalized Financial Reviews
- Terms Review and Enforcement
- Conflict Resolution
- Debt Repayment Negotiation
- Negotiation and Resolution
- Delinquent Account Notification
- Payment Processing
- Service Quality Standards
- Investigation Due Diligence
- Call Center Background
- Accounting Systems
- Customer Research
- Collections Best Practices
- Payment Acceptance
- FDCPA Compliance
- Problem Investigation
- Attention to Detail
- Updating Customer Accounts
- Automated Account Review
- Payment Scheduling
- Managing Delinquent Accounts
- Account Monitoring
Software and Apps
- TS2, DDS, Embark-Budged planner,
- Respond for logging complaint
- MS Outlook, PowerPoint, Excel and Word
- Citrix Receiver
- Quick Remit-payment processing
- WFM- workforce management
- Bluemarbel Payroll
- SharePoint for document access and distribution
- Adobe Photoshop
- i-learn for internal mandatory training.
- DDS- Digital Diary System
- Workplace for Facebook
- Interaction Desktop Dialer
- People Access
- SPSS
- Zoom
Professional Developments
- Self-motivated, result driven team player proud of career achievements.
- Excellent attention to detail
- Great analytical and problem-solving skills.
- Strong written and verbal communication skills
- Excellent skills in using Microsoft Excel
- Experience working with Microsoft Access
- Proactively find the right outcome for the customer.
- A desire to be recognized for great performance.
- Experience of working with Debt Collection Agencies
- Knowledge and understanding of OFCOM general conditions.
- Determine the best possible outcome for the customers
Timeline
Customer Service Advisor
Tesco
03.2022 - 07.2022
Customer Service Manager (Team Lead)
Grameen Phone LTD
07.2020 - 08.2021
Customer Relationship Manager
Kalam Real Estate Services
06.2018 - 02.2020
Manager, Legal Affairs
Afsar Group of Companies
04.2014 - 03.2018
Debt Collection Specialist
Christus Health
01.2013 - 08.2015
Asssociate Merchandiser
Zeal Knitwear Ltd.
07.2010 - 01.2014
No Degree - Accounting, Law
British Council
BBA - Accoiuntiong And Administration
London School of Commerce (ongoing)
Diploma - Diploma in Fashion Merchandising And Production
Pearl Institute of Fashion
O' Levels - English, Mathematics, ACCOUNTING, Commerce, Econom
British Council
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