Syeda Fatema
Crawley,ENG
Summary
Well-qualified Customer Service Representative proficient in handling complex arrears issues and promoting positive experiences. Efficiency-driven and organised with team-orientated mentality and dedication to customer satisfaction, business goals and sales excellence. I am working for Intrum which is a global debt managnent organisation. Through out my working years here I have gained expertise on Debt Recovery and Managment within FCA guidelines
I have 11 years of administrative and customer service experience. With a graduatio in Human Resources from Bangladesh. Throughout my career, I have gained strong customer service expertise, negotiation skills and excellent telephone etiquette. I am empathetic to customers and an active listener. I am very keen for attention to detail. I remain calm and focused when dealing with difficult situations. I can convey messages in clear and concise way. I am an excellent team player; a quick learner and I am passionate to go beyond the circle to fulfil my job .
Overview
12
12
years of professional experience
Work History
Customer Service Advisor
Intrum
06.2020 - Current
- Handling customer queries over phone in regards of missing payments
- Monitoring arrears, analysing customer affordability and offering best possible ways to keep up with their payments.
- Also creating payment plans when necessary.
- I resolve complaints where possible.
- I ensure following the best practice to gain the most successful outcome.
- I am working with mosty financially vulnerable people, I have gained expertise to assess root cause of arreaes and setting uptailored payment arrangment according customer's situation
- I am also very keen about the business need and adhere to business policy and regulations so I can achieve best outcome for the business.
Receptionist
Crowne Plaza Hotel
08.2019 - 06.2020
- Check in and check out guests, monitoring daily arrival reports, making sure guests are receiving the most comfortable facilities during their stay.
Support Staff
UK Visas and Immigration
Dhaka
06.2014 - 07.2019
- As a Visa Support staff my main responsibility was looking at UK Visa applications and verifying documents.
- I also looked at interviewing applicants when advised.
- I've always made sure that I am assessing each application, I carefully monitor them to protect the UK border from fraudulent people.
- I also received passports every morning from third parties and dispatched passports at the end of each day maintaining accuracy.
Education
Bachelor's degree - Human Resource Management
Southeast University Bangladesh
Crawley, UK09-2016
Skills
- Multilingual
- Customer Support
Staff training and mentorship
Telephone etiquettes
Customer care expertise
Conflict management
Bilingual or multilingual
Customer relationship management software
Database administration
Customer account management
Diplomatic negotiation
Knowledge of gdpr regulations
Microsoft Office Suite
Payment Processing
Dispute Resolution
Office 365 usage
Account management
Email management
Languages
English
Bilingual or Proficient (C2)
A1
Bengali
Bilingual or Proficient (C2)
A1
Timeline
Customer Service Advisor
Intrum
06.2020 - Current
Receptionist
Crowne Plaza Hotel
08.2019 - 06.2020
Support Staff
UK Visas and Immigration
06.2014 - 07.2019
Bachelor's degree - Human Resource Management
Southeast University Bangladesh