Customer Service Sales

BIBI FARENA RAHAMAN

*** **** ***** ******, *****, NY 10458 718-***-**** *************@*****.***

ACCOUNT SUPERVISOR

Enterprising, resourceful Account Supervisor credited with 5+ years of experience implementing operational

enhancements and developing customer relationships to advance business objectives. Exceptional analytical

dexterity combined with proven ability to drive business development strategy, manage and nurture talent,

improve efficiency, form strategic partnerships, and successfully implement and oversee complex projects.

Outstanding strategist and creative problem solver distinguished for demonstrated leadership and team-building

skills and excellent conflict resolution abilities. Highly accomplished in utilizing an interdisciplinary academic

and professional background to execute deft case management, galvanize profitability, and cultivate a

collaborative and customer-centric workplace ethos. Recognized for the type of cross-functional management

ingenuity that enhances productivity and fuels sustained organizational performance. Fluent in English and

French. Permanent Residence Status.

AREAS OF EXPERTISE

Strategic Planning ● Business Development ● Project Management ● Customer Service ● Human Resources ●

Accounting ● Compliance ● Financial Planning ● Account Management ● Organizational Management ●

Process Enhancements ● Communications ● Client Relations ● Competitive Analysis

Team Management ● Industry Networking ● Marketing & Sales ● Administration ● Talent Development

PROFESSIONAL EXPERIENCE

OUTSOURCEIT/FCS FINANCIAL CONSULTING FIRM, Montreal, Canada

Supervisor, Customer Service/Billing/Appointment, Aug. 2010 – Jun. 2013

Mobilized 11 direct reports to execute FSC strategic objectives. Created staff performance goals and conducted

performance assessments. Invigorated operational developments to equip customers with strategies that

effectively mitigated debt and facilitated beneficial relationships with credit card companies.

Key Accomplishments:

Designed and deployed instructional materials to foster a commitment to customer service, enhanced

employee engagement, and bolstered team management efficacy.

Developed operational plans and tracking metrics to review customer service feedback, assessed

performance, and initiated process enhancements.

Utilized communications acuity to present feedback and recommendations to senior management.

Increased accounts receivable by 20% and reduced chargeback risks through expediently resolving

issues and executing world-class customer service.

Improved efficiency by 100%, constructively implementing mechanisms to complete high volumes of

daily appointments, responded to 80 customers daily, and streamlined problem resolution.

Collaborated with senior management to coordinate a new system that ensured a maximum of 10

chargeback cases reviewed each week and decreased 5% marginal errors that resulted from incomplete

work.

Leveraged an analytical problem solving approach to monitor daily feedbacks on appointments and

ensured accuracy, relevance, and detail for each assigned case.

OMNI PAPER, Montreal, Canada

Account Collections Supervisor, Mar. 2010 – Aug. 2010

Managed and processed collections notices, directly contacting debtors to appreciably reduce high-risk

accounts.

Key Accomplishments:

Organized thousands of records and managed filing systems containing confidential information.

Galvanized positive responses to organizational marketing strategy by analyzing and improving

collection processes.

Achieved high resolution of delinquent accounts by fostering a team-oriented environment.

BIBI FARENA RAHAMAN, Page

2

Key Accomplishments (CONT’D):

Consistently reviewed and monitored high risk clientele to prevent marginal loss and ensure high

quality results.

Executed strategic initiatives to improve cash flow, maximize collections efforts, and minimize debt

Developed and maintained excellent client relationships through establishing effective, timely, and

affable communications and proactively triaging and resolving customer service issues.

Monitored and prioritized workflow and coordination of special projects.

AUTO RYDER GARAGE, Montreal, Canada

Co-Owner, Manager, Aug. 2007 – Feb. 2010

Directed the financial and administrative department to maximize the overall efficiency, profitability, and

reputation of all body shop operations. Held full P&L responsibility.

Key Accomplishments:

Coordinated contracts with key clients and successfully increase service demands.

Optimized quality and timely service by maintaining safe incentive and inventory stocks.

Grew profits by 70% within 6 months by deploying keen discernment in the organization and

management of the vendor products exhibition for existing clients.

Coordinated budget and sale inventory for monthly supplies.

Decreased defective repairs by 95% by integrating procedures into vehicle maintenance systems that

more effectively identified defective parts.

Remained abreast of federal, state, and local regulations to ensure complete operational compliance.

Performed general HR functions, effectively hiring, coaching, training, developing, and managing the

technical team.

Convened strategy sessions to manage expenses, conduct financial review and analyses, and establish

short- and long-term planning to drive sales and profit.

Generated an additional 5% profit by carefully reviewing the budget and sales inventory for monthly

supplies and subsequently reducing the pricing of excess supplies by 40%.

SERVICE NETTOYAGE MALIK INC., Montreal, Canada

Production Supervisor/Consultant, Jan. 2005 – Jun. 2006

Directed business development and marketing efforts to expand the customer base. Catalyzed sales efficacy and

initiated new relationships with a diverse clientele.

Key Accomplishments:

Evaluated products for cleaning services to identify strategic selling points.

Organized and executed all staff trainings to increase employee engagement, enhance performance goals,

bolster team morale, and advance business objectives.

Achieved full operational capacity without posterior modifications by monitoring sub-production for

efficient output.

E DUCATION

McGill University, Montreal, Canada, Bachelor of Arts, History and Psychology, 2002

International Correspondence Schools, Diploma, Legal Assistant, 1999

Vanier College, Montreal Canada, Diploma, Social Science, 1996

Vanier College, Montreal Canada, Certificate, International Studies, 1996

TECHNICAL SKILLS

Adobe Reader, Microsoft Excel, PowerPoint, Word, Word Processing, File Maker, CRM Program

HOBBIES

Reading, Drawing, Travelling, Music, Watching Documentaries

Tutor Center, Volunteer

Contact this candidate