Perth, Western Australia, Australia
Experienced Client Services Manager with a demonstrated history of working in the non-profit organization management industry. Skilled in people management, Microsoft Word, Tableau, Canva, R Studio, Data analysis, Leadership, and creative writing. Strong support professional with a Master of Business Administration - MBA focused in Marketing from Jahangirnagar University, Dhaka, Bangladesh.
Deliver exceptional customer service and build strong customer relationships • Lead, train, and support team members to achieve store goals • Handle customer enquiries, complaints, and conflict resolution • Process cash handling and POS transactions accurately • Manage Uber Eats, DoorDash, and online customer orders • Prepare daily, weekly, and monthly sales reports • Promote and increase customer loyalty card memberships • Ensure store presentation and merchandising standards are maintained • Coordinate daily operations in a fast-paced retail environment • Maintain compliance with company policies and procedures • Communicate effectively with customers, staff, and management • Remain professional and organised under pressure • Contribute to sales growth and customer satisfaction targets
BRAC Microfinance program support families to access financial services, manage and build assets, invest in small enterprises, access employment opportunities, and cope during emergencies through its customized and diverse range of products. Key Responsibility: Developing a sustainable financial service channel model for a new segment of client base especially for urban base & RMG sector workers. Project manager for developing this pilot model which aims to provide fast track financial service to its target client segment, prioritizing branding, technological advancement, staff accommodation, and capacity & knowledge development of staff, collaboration with different sort of stakeholders (internal and external) in a nutshell developing an omnichannel system which is beneficial for the organization and able to create a positive impact in client lives in a long time. Response on emergency support of the client in a pandemic situation especially on communication scriptwriting & service model design at crucial times. People management, Monitoring & evaluation, reporting, visibility creation of assigned responsibility.
Design and develop a partnership model between BRAC and its partner NGO (136), prioritizing skill development, awareness creation, capacity development, administrative, reporting. • Developed a model to categorize on partner NGO of BRAC, improve partnership strategies, communication material development for partner & teacher, people management (partner NGO, teacher, staff). • Carry out field visits on regular basis to comprehend the implementation status of the BEP program & create strong visibility of the developed model. •Capacity development of partner & internal staff, team activities in a multitasking way.
Active involvement in the Operation team contributed especially to Customer Relationship Management (CRM).