Collection Agent Customer Service

Mohammad Mustafizur Rahaman Chowdhury

Tel Ph: *16 – 505 3049 E-mail: ************@*****.***

Summary Of Qualifications

More than 10 years of experience in customer service, sales, retail and admin support

Positive attitude and excellent customer service skills

Strong Technical and analytical Skills

Microsoft Office skills: Word, Excel, PowerPoint, Access, Publisher and Outlook, networking

Language Proficiency: English, Bengali, Hindi and Urdu (Basic)

Work History

TD Auto Finance, Customer Assistance

Collection Agent September 2018 to February 2022

Negotiate payment arrangements to minimize delinquent period and reduce bank risk, and comply with all compliance regulations as required by the industry

Manage a queue of past-due accounts to ensure company delinquency and write-off targets remain at acceptable levels

Perform necessary skip tracing functions when required. Contribute to the promotion and maintenance of positive customer relations by offering strategies to delinquent customers

Recommend solutions on delinquent accounts such as Deferral payments, Re-writes and Repossessions

Escalates accounts and issues according to Collections policies & procedures.

Ensure accuracy of customer information by maintaining notes and updating information.

Providing excellent customer experience by responding to customer calls in a courteous, knowledgeable and professional manner

Gate stone and Co. Inc.

Risk Management Operation Officer July 2018 to August 2018

Worked in a queue of past-due accounts to ensure company delinquency targets remain at acceptable levels

Handle all inbound and outbound calls on delinquent accounts

Answered any queries, explained bills and charges, solved issues and received payments

Provided excellent customer service by responding to customer calls in a professional manner

Listened to customers, asked probing questions to discover needs and find answers to resolve

Fulfilled customer expectations in a way that also complies with policies, practices and procedures

Total Credit Recovery, Toronto

Senior Collector April 2015 – February 2018

Performed first party and third-party debt collection for Desjardin card services and Bell Mobility

Responding to customers calls/emails or any enquiries in a professional, confidential and timely manner

Provided and quoted payout balances as requested

Update Client contact & account information and note accounts accurately

Negotiate the best payment arrangement to help resolve customers’ bills

Aristocrat Foods Ltd., Dhaka

HR & Admin Manager 2011 – 2014

Contributed to the stores Steering Wheel performance by delivering all key performance indicators

Carried out all people management activities for the team with “Plan Do Review” process and worked ‘shoulder to shoulder’ with the team by treating everyone with respect

Maintained delivery schedule and updated stock lot. GAP scan, weekly and quarterly stock count

Reviewed expenditure to reduce wastage amount by increasing RTC % and GWR %.

Administered the preparation and processing of payrolls, administers leave, worker’s compensation and employee benefit programs

Assisted General Manager to perform recruiting activities, prepared recruiting announcements concerning job vacancies, interviewed applicants and evaluated application forms

Performed data entry and file maintenance for employee transactions such as new hires, promotions, performance evaluations, terminations, medical and training records

Followed the labor law procedure i.e. Grievance procedure, Maternity, Working hours & Leave, Compensation for Accident, Disciplinary Action, Misconduct, Compliance.

Agora Retail Stores Ltd., Dhaka

Assistant Manager

2008 – 2011

Managed stuff to finish everyday work, reconciled sales and cash, prepared sales report for the day

Used debit/credit machines to conduct sales through POS based systems

Prepared and bagged bank deposit for security pick-up; clarifies anomalies that involve cash, Interact, and credit card transactions

Recorded deposits in a “Daily Deposit Log”, ensuring that the log is updated in a timely manner

Provided product and service information to customer, handles a variety of customer inquiries by phone

Worked in a team at closing includes organizing and preparing merchandises for next day

EDUCATION AND TRAINING

Master of Commerce – Marketing

University of Dhaka, Bangladesh

Bachelor of Commerce

University of Dhaka, Bangladesh

Training:

Two years Computer Diploma on Network centered Computing

Certifications/ Licenses/ Designations

Effective Email Communication, By Jason Alba, Awarded Date: 19 June 2020

The Fundamentals of Digital Marketing, by Google Digital Garage, idb, The Open University, Awarded Date: 27 May 2020

Recognitions / Honors / Awards

2021 Q3 Quality / League of Excellence (LOE) Award

Colleague Impact Award 2019 and 2020

2020 Q1, Q2, Q3 and Q4 Quality / Compliance Control Quarterly Award

2019 Q2, Q3 and Q4 Quality / Compliance Control Quarterly Award

References

1.Nargis Faqirpur Team Manager Customer Assistance, TDAF Collections TD Bank Group, 300-12 Concorde Place, Toronto, Ontario, M3C 3R8, T: 416-***-****,

E-mail: ******.********@**.***

2.Tharsiga Tharmakulenthiran l Team Manager, Primary Collections l Customer Assistance (TD Canada Trust) l TD Bank Group, 3500 Steeles Avenue East, Tower 2, Level 5 I Markham, Ontario L3R 0X1 T: 416-***-**** F: 416-***-**** * Email: ********.*****************@**.***

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