Customer Service/IT Analyst, Quality Assurance professional

Rasel Khan

**** ******* ****** #* ****** OH *****

Phone: 330-***-**** E-mail: su1o58@r.postjobfree.com

http://linkedin.com/in/raselkhan

Career Objective:

A self-motivated multilingual professional who is highly motivated to obtain contract, temporary, or full time professional opportunity to implement his skills in global customer service, quality assurance, business analyst, and retail sales experience, working for a dynamic company in the greater Akron or Cleveland Ohio area to utilize proven track record of service, team leadership, with great customer service acumen, and strong attention to customer satisfaction.

Education:

• Diploma in Computer Science and Engineering

National Youth Development & Self-Employment Academy (NYDASA)

20/25, North South Road, Siddique Bazaar, Dhaka, Banagladesh.

Duration : January 2002 to December 2004.

Grade: A

• Higher Secondary Certificate Examination (H.S.C)

Burhanuddin Post Graduate College, Dhaka, Bangladesh.

Passing Year -2001

Division: 1st, Major in Commerce.

• Secondary School Certificate Examination (S.S.C)

Faridpur Zilla School, Faridpur, Bangladesh.

Passing Year -1999

Division: 1st, Major in Commerce.

Skills:

• Excellent Customer Service, Quality Assurance and Consumer Relations Skills, with energetic personality that inspires coworkers and creates a positive customer experience in retail, call center, or service delivery environment.

• Complete knowledge of Internet, Social Networking, and Microsoft Office packages (Word, Excel, PowerPoint), in depth knowledge on troubleshooting and use of basic software packages as well as Adobe Illustrator, Photoshop and Design solutions. Basic knowledge on various operating system.

• Ability to work independently, in a team environment with business analyst and skills manage and improve services for a well working customer service and support teams delivering services in Software, Networking, Hardware troubleshooting and repair & installation, Dial Up setup, E-mail software setup and troubleshooting. LAN Networking.

• Quadri-lingual with fluent written and verbal communication skills in English, Hindi, Urdu, Bengali.

Employment History :

• Global Accessories. (Fairlawn Ohio)

Summit Mall, Fairlawn Ohio. Customer Service Representative in Retail Cellphone and Sunglasses Kiosk. (From May 2011 to present)

• RD1-BEATz. (Dhaka, Bangladesh)

5th floor, Metro Shopping Mall, Dhanmondi31, Shop-612 Dhaka Bangladesh 018**-******

Web: http://www.facebook.com/#!/pages/RD1-BEATz/311*********

Designation: Retail Sales/Support/ Inventory Control/Loss Prevention. Music, Movies, Software Store Operations Support. (From 2009- May 2011).

• ServicEngine Ltd. (A US-Bangladesh Joint Venture Company)

6/F House# 8, Abbas Garden DOHS, Mohakhali, Dhaka -1206, Bangladesh.

Web: www.servicengine.net

Designation: Executive (From Feb’08 to June ‘09).

Job responsibilities:

The job responsibilitie are data analysis and data quality correction from the Regulatory Data Corporation (RDC) related to outsourcing business. Including responsibility for supporting the performance goals of the operation including consumer-escalated situations, managing systems and maintaining levels of service. Conduct Monthly Performance data reviews, utilizing ACD statistics, quality audits and reporting, data analyzing, report submitting and quality analysis and final report makings. Direct contribution in data entry through existing database and others routine activities i.e. data transmission, data synchronization, report generation, summarization. Develop/support the consumer communications representatives. Provide leadership motivation and maintain high levels of morale in a call center environment. Handled escalated consumer issues while mentoring behaviors and skills required for handling escalated contacts, to ensure quality solutions are communicated and delivered.

• Spinnovation Ltd.

Building # 445(2nd floor).

Road # 31, New DOHS, Mohakhali, Dhaka-1206, Bangladesh.

Designation: IT Support Executive (From Feb’06 to December ’07).

Worked onsite:

Grameenphone Center. (Several Zone).

Worked on POS (Point of Sale) system.

Job responsibilities:

The job responsibilities were to maintain customer service and support for a POS (Point of Sale) project/Software which was provide to GRAMEEN PHONE (Largest Mobile Telecommunication Company in Bangladesh). Delivered positive POS project installation, maintenance and supports to each GPC (GrameenPhone Centers). Good Experience in Microsoft Business Solutions-Navision.

Retail Sales and Marketing Employment Experience:

• Nandan Mega Shop (Gulshan Branch)

Designation: POS Executive. Service Management and Customer Service Delivery. Managed POS Transactions, pricing, and service delivery. Excellent communications and customer service skills.

• Panchwati Holiday Resort Ltd.

Designation: Holiday Travel Agent/Consultant. Business sales capabilities for Resort Condominium International promoting timeshare travel options to Bangladeshi Customer for Global Time Share Travel from point of consultation to closing sale. Required attention to detail excellent research, planning, and follow through skills.

• Golden Mile Fashion House

Designation: Sales Executive. Merchandised designer fashion apparel. Coordinated with third party seamstresses and tailors for fittings and alterations.

• Artisti Collection Ltd. (Local Brand Garments and apparel manufacturer and sales company)

Designation: Assistant Branch Manager in charge of marketing, oversight of inventory, point of sales, staff management of 3 Sales Associates.

Excellent References Available Upon Request.

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