Customer Service Administrative Assistant
Resume:
Saniur Rahaman
929-***-****. ******.*********@*****.***
Queens, NY. linkedin.com/in/saniur-rahman
Summary:
Results-oriented professional with over 7+ years of diverse experience in customer service, regulatory compliance, sales and marketing, recovery and monitoring, and corporate operations. Proven expertise in credit recovery and overdue collection, with a strong emphasis on customer relationship management. Currently serving as a Community Associate in New York City Housing Authority (NYCHA). Demonstrated success in enhancing customer satisfaction and operational efficiency. Bilingual in Bangla and English, seeking a challenging role in customer service, administration, or financial operations within a multinational mobile financial service, bank, & law firm.
Experience:
New York City Housing Authority (NYCHA) NY, USA Nov 2024 to Continue Community Associate
Communicated effectively with NYCHA residents via phone and email.
Resolved resident inquiries and complaints promptly.
Provided accurate information on housing programs and services.
Collaborated with NYCHA staff to resolve complex issues.
Maintained accurate records and reports to ensure compliance. Provided support and guidance throughout the housing application and renewal process.
Assisted residents with technical issues and system errors. Law Office of Chanda Thapa PLLC, NY, USA Jan 2023 to Oct 2024 Office Administrative Assistant
● Manage client communications, including phone and email inquiries, ensuring prompt and professional responses.
● Coordinate scheduling for appointments and court dates, enhancing attorney productivity.
● Prepare and maintain legal documents and case files, upholding strict confidentiality standards.
● Assist in billing processes by preparing invoices and tracking payments.
● Conduct basic legal research to support attorneys.
● Utilize legal software and office tools to streamline administrative tasks. First Finance Limited, Bangladesh Dec 2017 to Dec 2021 Executive Officer (Recovery & Monitoring)
● Supervised highly delinquent customers by phone calls and door-to-door visits to recover overdue.
● Oversaw a significant portfolio of delinquent accounts. Collaborated with internal auditors, third-party agencies, and law enforcement.
● Prepared restructuring and rescheduling memos and maintained various MIS reports for management. Entered data into FIS software for TDR, loan processing, and cheque returns.
● Addressed customer concerns and correspondence. Participated in internal and external audits. Developed strategies to maximize recovery on written-off accounts. 2 Page
● Reduced outstanding debt by 20% through effective collection strategies and negotiations.
● Increased recovery rate by 15% by implementing new tracking and monitoring procedures. bKash Limited, Dhaka, (Bangladesh) Dec 2014 to Dec 2017 Customer Service Executive (Customer Interaction & Alternative Service, CIAS)
● Resolved customer issues by identifying the root cause and proposing effective solutions.
● Promptly addressed customer complaints and ensured their satisfaction.
● Actively participated in customer satisfaction surveys and contributed to team objectives.
● Maintained in-depth knowledge of relevant departments, services, policies, and procedures.
● Monitored customer service issues related to account opening and problem resolution.
● Conducted KYC verification against Bangladesh Bank guidelines.
● Communicated delay 66 customers above 04 minutes; Solved 45 new problems per day.
● Resisted 150 new accounts for the campaign.
Education:
Southeast University, Bangladesh: Bachelor of Business Administration (BBA), Major in Marketing. Professional & Certification Training:
● 2024: 8-Hour & 16-Hour Security Guard Certification Training in New York, USA.
● 2019: Participated in a 3-day "Foundation Course for Entry-level Officers" organized by the Bangladesh Leasing & Finance Companies Association (BLFCA).
● 2017: Attended a 2-day "Customer Service Excellence" training program organized by LCBS Bangladesh.
● 2016: Received a 1-day training on "KYC Approval Guidelines" provided by bKash Ltd.
● 2016: Underwent a 1-day training on "Anti-Money Laundering and Combating the Financing of Terrorism (AML & CFT)" organized by bKash Ltd.
Technical Skills: Proficient in Microsoft Word, Excel, PowerPoint, KMS, CC, CRM, and FIS Skills: Possesses strong communication, regulatory, teamwork, customer service, and problem-solving skills, along with leadership and people management abilities. Languages & Interests: English, Bengali, Hindi, Urdu, Technology, AI, Soccer, Cricket, Basketball. Work Eligibility: Eligible to work in the US without any restrictions.
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