Suraya Nasrin Uddin
Summary
A highly motivated and versatile customer service professional (with over 12 years in a variety of customer support departments) looking to take on increasing responsibility. Thrive in fast-paced environments and maintain calm in challenging situations. Focused on providing a first class customer experience and resolving any queries, complications or issues that may arise. An excellent telephone manner and enthusiastic approach combined with a genuine warmth and dedication to customer satisfaction inspires confidence in the customer and among colleagues.
Overview
13
13
years of professional experience
Work history
Customer Service Administrator
Computershare
2018.02 - 2026.03
- Handling high-volume calls in a professional manner.
- Dealing efficiently with customer complaints, promoting positive brand image.
- Balancing multiple tasks simultaneously – ensuring completion within set time frames.
- Improving customer satisfaction by promptly responding to enquiries.
- Managing challenging situations with tact and diplomacy, maintaining positive relations.
- Training new employees on company policies and procedures
- Managing high-volume customer queries simultaneously through effective multitasking.
- Liaising between customers and internal departments to address and resolve customer service concerns.
Customer Assistant
Tesco Extra
2016.05 - 2018.02
- Working at the Checkouts
- Helping customers with packing on the tills
- Keeping the store tidy and ensure safety of customers
- Managing high-pressure situations with ease, ensuring customer satisfaction during peak hours.
- Participating actively in staff meetings contributing valuable insights towards improving store performance.
- Assisting customers with product selection to ensure satisfaction.
Check-In Guide
Lufthansa and Eurowings
2014.05 - 2015.12
- Passenger clearance and Check-In of Lufthansa and Eurowings passengers
- Controlling boarding passes and passports of passengers
- Providing information for all passengers at the airport incl. cooperation with the federal police
- Assisting customers to find the products they are looking for
- Accompaniment of unaccompanied minors to the gates
- Restock check-in and gate cupboards, support in managing and planning of flights
Sales Assistant
H & M
2012.10 - 2014.04
- Being responsible for processing cash and card payments
- Involved with visual products
- Dealing with customer refunds
- Stock replenishment
Education
A Level - English Language, German Literature, Mathematics, Chemistry, Biology, Social Studies
Fanny-Leicht-Gymnasium
Germany 2005.09 - 7 2012
Skills
- Languages: Fluent in English, German (native) and Bengali, good conversational Hindi and Urdu, basic Latin
- Computing: Good working knowledge of MS Word, MS PowerPoint and MS Excel, knowledge of operating systems (Linux and Windows)
- Dedicated, driven and pro-active
- Strong organisational, administrative and interpersonal skills
- Multitasking
- Workload and time management
- Attention to detail
- Able to remain calm in challenging situations
- Policy adherence
- Customer relations
References
Available upon request.
Volunteer Experience
Karls Gymnasium, IT Course Leader, Stuttgart, Germany, 2015-04, Leading an IT course at the secondary school Karlsgymnasium, Stuttgart (Germany).
Achievements
- ECDL- European Computer Driving License
- Software Project: Developing a software system for the Fire Brigade Reutlingen
- Software Internship: Developing a software system for the examination office of the University of Stuttgart
- Google scholarship
- UK Driving License
Languages
German
Native
English
Proficient
C2
Bengali
Advanced
C1
Urdu
Intermediate
B1
Hindi
Intermediate
B1
Latin
Elementary
A2
Work availability
Monday
Tuesday
Wednesday
Thursday
Friday
Saturday
Sunday
morning
afternoon
evening
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Timeline
Customer Service Administrator
Computershare
2018.02 - 2026.03
Customer Assistant
Tesco Extra
2016.05 - 2018.02
Check-In Guide
Lufthansa and Eurowings
2014.05 - 2015.12
Sales Assistant
H & M
2012.10 - 2014.04
A Level - English Language, German Literature, Mathematics, Chemistry, Biology, Social Studies
Fanny-Leicht-Gymnasium
2005.09 - 7 2012