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Afsana Islam Shima
Basic Info
Name Afsana Islam Shima
Gender Female
Religion Islam
Nationality Bangladeshi
Career Objective

To obtain a growth-oriented job in a reputed institution that provides a fully professional working environment and a good opportunity to develop an excellent career, where I can prove my skills and use my knowledge experience, and abilities through challenges and growth-oriented activities.

Education
Certificate Name Institute Name Group / Subject Board Name Passing Year GPA/CGPA/Grade
Bachelor of Business Administration (BBA) International University of Business Agriculture and Technology Finance & Banking Private University 2014 3.01
HSC Holy Child College Business Studies Dhaka 2010 4.30
SSC Diya Bari Aadorso High School Business Studies Dhaka 2008 4.00
Working Experience
Company Name Business Type Designation Duration Responsibility
E-orange.shop Others Executive, Digital Service 10/15/2019 - 03/15/2020  Working on Admin portal channels for order verification, cancellation & providing solution if customer facing any kind of order or delivery related problem.  Attend meeting with management, reporting daily basis, weekly basis and monthly basis.  Checking customer payment through online platform & if needed process the refund via accounts.  Identifying the customer’s problem & if need to refund, return, & any fraudulent activity taking care as Issue resolution team.  Cross checking return process with delivery partners & take further steps if necessary, as per company policy.  Deal directly with customers by phone and respond promptly to customer inquiries.  Provide pricing and delivery information.  Communicate and coordinate with internal departments.
Genex Infosys Ltd.> Banglalink Customer support call centre Customer Service Officer (Team Coordinator/ Social Media Executive) 11/01/2018 - 10/14/2019  Worked on all Digital channels through Banglalink mela Facebook page, Instagram, Twitter, Youtube, Play Store & Live Electronics Chat.  Conducted training for new joiners on proper customer service skills.  Preparing daily, weekly, monthly reports, and floor supervision.  Maintain KPI, Inshore the best customer service & create a good relationship with the customer.
Response Ltd.>Banglalink Customer support call centre Customer Care Representative (Social Media Executive) 05/26/2018 - 10/31/2018  Worked on all Digital channels through Banglalink mela Facebook page, Instagram, Twitter, Youtube, Play Store & Live Electronics Chat.  Conducted training for new joiners on proper customer service skills.
Response Ltd.>Banglalink Customer support call centre Customer Care Representative (Inbound) 11/13/2017 - 05/25/2018  Communicated politely with customers by telephone.  Developing feedback or complaints procedures for customers to use.  Worked on Investigation & Resolution Unit (2nd Level) where we resolved customers all product & service related problems as well as queries.
Genex Infosys Ltd. (Robi Axiata Ltd) Customer support call centre Customer Service Associate (Inbound) 10/17/2015 - 11/12/2017  To provide the highest quality of service to the customers over the Phone.  Resolved customers all product & service related problems as well as all product & service related information’s.
Job Information
Job Type Full Time
Skill Level Expert level
Highest Education Bachelor of Business Administration (BBA)
Job Category Customer Support/Call Centre
Department Call Center
Expected Salary 20000
Preferred Area Dhaka

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