Salma Akter
Burnside,VIC
Summary
Highly motivated and detailed-oriented candidate passionate about using data to improve business performance and customer experience. Skilled at leveraging data to develop actionable solutions to business challenges and utilizing data mining and data visualization to create meaningful insights. Excellent technical aptitude and knowledge of programming languages, data analytics and data visualization.
Overview
6
6
years of professional experience
Work History
ADMINISTRATIVE ASSISTANT
INNATE TUTORING
05.2023 - Current
- Responding to client inquiries, scheduling tutoring sessions, and addressing any concerns or questions promptly and professionally
- Providing administrative support to the tutoring team, including managing schedules, coordinating appointments, and maintaining accurate records of tutoring sessions and student progress
- Assisting in the preparation of necessary documents such as contracts, consent forms, and tutoring agreements
- Accurately entering and maintaining student information, including contact details, session logs, and payment records, in the tutoring business's database or management system
- Assisting with billing processes, generating invoices, and tracking payments from clients
- Coordinating with accounting or finance personnel to ensure accurate and timely payment processing
- Organizing and maintaining tutoring materials, resources, and supplies
- Ensuring that tutors have necessary materials and resources for effective tutoring sessions
- Managing tutors' schedules, coordinating availability, and scheduling tutoring sessions based on student preferences and tutor availability
- Handling phone calls, emails, and other forms of communication with parents, students, and tutors
- Providing timely and accurate information as needed
- Assisting tutors with administrative tasks, such as providing relevant information about students, sharing tutoring resources, and facilitating communication between tutors and students/parents
- Compiling and preparing reports on tutoring activities, student progress, and other relevant metrics for management or client review
- Collaborating with other administrative staff and team members to ensure smooth operations, sharing information, and coordinating administrative tasks as needed
- Assisting with general office tasks, including filing, organizing documents, maintaining office supplies, and ensuring a clean and orderly work environment.
ADMINISTRATIVE ASSISTANT
PATHWAY EDUCATION AND VISA SERVICES
10.2022 - 04.2023
- Visa Application Support: Assisting clients with visa application processes, including providing guidance on required documents, completing application forms, and ensuring all necessary information is accurate and complete
- Client Communication: Serving as a point of contact for clients, answering inquiries, providing updates on visa applications, and addressing any concerns or issues in a timely and professional manner
- Document Preparation: Assisting in the preparation of visa application documents, including drafting and proofreading GTE (Genuine Temporary Entrant) statements, gathering supporting documentation, and ensuring compliance with visa requirements
- Calendar Management: Managing appointments, meetings, and deadlines related to visa applications and education services
- Coordinating schedules with clients, consultants, and other relevant parties to ensure efficient and organized operations
- Database Management: Maintaining accurate and up-to-date client records, including contact information, visa application details, and relevant documents, in the organization's database or management system
- Administrative Support: Providing general administrative support to the education and visa services team, such as scheduling meetings, managing correspondence, organizing files and documents, and coordinating travel arrangements if necessary
- Client Relationship Management: Building and maintaining positive relationships with clients by ensuring excellent customer service, promptly addressing inquiries and concerns, and providing updates on visa application progress
- Compliance and Documentation: Ensuring compliance with relevant immigration regulations and guidelines when assisting with visa applications
- Keeping track of changes in visa requirements and updating internal documentation accordingly
- Internal Coordination: Collaborating with consultants, attorneys, and other team members to facilitate smooth workflow and ensure accurate and efficient handling of visa applications and education services
- Recordkeeping and Reporting: Compiling and maintaining reports, records, and statistical data related to visa applications, client interactions, and service metrics
- Generating reports as needed for management or regulatory purposes.
CUSTOMER SERVICE MANAGER
RIGHT PRICE CENTER
01.2018 - 08.2021
- Lead and manage a team of customer service representatives, including hiring, training, coaching, and performance management
- Set clear goals and expectations for the team and provide ongoing support and guidance
- Respond to customer inquiries, issues, and complaints in a timely and professional manner
- Handle escalated customer concerns and ensure prompt resolution to achieve customer satisfaction
- Build and maintain positive relationships with customers by understanding their needs, addressing their concerns, and providing personalized and effective solutions
- Ensure high levels of customer retention and loyalty
- Continuously evaluate and improve customer service processes, policies, and procedures to enhance the overall customer experience
- Identify areas for improvement and implement solutions to streamline operations and increase efficiency
- Monitor and analyze customer service metrics, such as response times, customer satisfaction scores, and resolution rates
- Identify trends, patterns, and areas of improvement to enhance team performance and customer service quality
- Conduct training sessions to enhance the skills and knowledge of customer service representatives
- Provide ongoing coaching and development opportunities to help team members improve their customer service skills
- Collect and analyze customer feedback through surveys, reviews, and other channels
- Use feedback to identify areas of improvement and make necessary adjustments to meet customer expectations
- Collaborate with other departments, such as sales, marketing, and operations, to ensure a seamless customer experience across all touchpoints
- Share customer insights and feedback with relevant teams to drive improvements in products, services, and processes
- Develop and implement customer service policies, procedures, and standards to ensure consistency and excellence in service delivery
- Communicate and enforce policies to the customer service team
- Maintain accurate records of customer interactions, feedback, and resolutions
- Prepare reports on customer service performance, trends, and recommendations for management review
- Utilize customer service tools and technologies, such as CRM systems, ticketing systems, and knowledge bases, to effectively manage customer interactions and support
- Foster a customer-centric culture within the organization by promoting a positive and customer-focused mindset among team members
- Lead by example in delivering exceptional customer service.
Education
MASTER OF BUSINESS INFORMATION SYSTEM - Business Information System
TORRENS UNIVERSITY
Melbourne07.2024
BBA - Management Information Systems
ARAB OPEN UNIVERSITY
Jeddah, Saudi Arab06.2020
HIGHER SECONDARY CERTIFICATE (H.S.C) - Business Studies
BANGLADESH INTERNATIONAL SCHOOL AND COLLEGE
Jeddah, Saudi Arab04.2013
SECONDARY SCHOOL CERTIFICATE (S.S.C) - Business Studies
BANGLADESH INTERNATIONAL SCHOOL AND COLLEGE
JEDDAH, Saudi Arab03.2011
Skills
- Administrative support
- Client communication
- Scheduling and coordination
- Document preparation
- Data entry
- Resource management
- Billing and payment assistance
- Report generation
- Database management
- General office tasks
- Client relationship management
- Problem escalation and resolution
- Recordkeeping and documentation
- Compliance management
- Report analysis and interpretation
- Task delegation and coordination
- Knowledge of administrative procedures
- Proficiency in office software (MS Office)
- Attention to confidentiality and data protection
- Knowledge of industry-specific regulations and practices
- Flexible with hours and able to work extra hours when required
- Friendly and approachable to all customers and team members
- Good communication skills and a can-do attitude
- Organization
- Detail-oriented
- Communication
- Multitasking
- Adaptability
- Problem-solving
- Time management
- Teamwork
- Customer service
- Professionalism
- Analytical thinking
- Initiative
- Flexibility
- Prioritization
- Report Writing
- Information Security
- Spreadsheet Management
- Document Control
- Meeting Planning
- Reception Oversight
- Scheduling
- Filing
- Quality Assurance
- Database Management
- Workflow Optimization
- Appointment Scheduling
- Calendar Management
- Data Entry
- Research
- Office Administration
- Invoice Processing
- Bookkeeping
- Minute Taking
- Proposal Writing
- Networks
- Cybersecurity Best Practices
- Project Management Experience
- Mobile Application Development
- Information Systems
- Web Development Expertise
- Team Collaboration Abilities
- Javascript
- Quality Assurance Testing
- Agile methodology familiarity
- Customer service orientation
- Technical documentation writing
- Database management proficiency
- Critical thinking capabilities
- Adaptability and flexibility
- Information security awareness
- Scripting language expertise
- Strong communication skills
- Problem-solving aptitude
- IT support experience
- Network administration knowledge
- User interface design
- Continuous learning mindset
- Attention to detail
- Software troubleshooting abilities
- Operating system knowledge
- Cloud computing understanding
- Data analysis techniques
- Hardware installation competence
- Virtualization technology proficiency
- API Integration
- Research Abilities
- Issue Research
- Mobile App Development
- Content Management Systems
- Data Review
- Performance Optimization
- System Troubleshooting
- DevOps Principles
- Software Installation
- Documentation Management
- Search Engine Optimization
- Network Administration
- Hardware Configuration
- Machine Learning
- Technical Support
- Customer Support
- Software Development
- Reporting Support
- Data Analysis
- Malfunction Troubleshooting
- Computer Repairs
- Equipment Repair
- Peripheral Device Configuration
- Operational Documentation
- Web Application Design
- Program Modifications
- Hardware Installation
- Hardware Engineering
- Critical Thinking
- Server Problem Identification
- Microsoft SQL Server
- Network Architecture
- IT Management
- Website Updates
- Programming Languages
- Report Distribution
- Resource Requirements Identification
- Usability Testing
- Functionality Testing
- Upgrade Implementation
- System Backups and Dumps
- Software Maintenance
- System Integration Testing
- File Transfers
- Test Scheduling
- Analytical Thinking
- Interpersonal Skills
- Recovery Plans Documentation
- DevOps Management
- Systems Monitoring
- Active Listening
- Bug Tracking
- Geographic Information Systems GIS
- User Account Management
- Technical Analysis
- Numerical Data Analysis
- Adobe Creative Suite
- Problem Analysis
- Analytical Skills
- Python Programming
- Regression Analysis
- Decision Trees
- ETL Processes
- Data Interpretation
- Data Storytelling
- Data Cleaning
- Cluster Analysis
- Data Visualization
- Time Series Analysis
- Tableau Software
- Big Data Analytics
- Data Wrangling
- Deep Learning
- Web Scraping
- Statistical Analysis
- Data Exports
- NoSQL Databases
- Data Mining
- Data Mapping
- Documentation
- Model Development
- Business Analysis
- Systems Analysis
- Risk Assessment
- Strategic Planning
- KPI Tracking
- Data Synthesizing
- Workflow Analysis
- Market Analysis
- Data Warehousing
- Data Acquisition
- Data Compiling
- Process Development
- Requirements Analysis
- Data Synthesis
- Information Processing
- Specifications Documentation
- Information Flow Management
- Business Intelligence Systems
- Project Management
- Intelligence Analysis
- Organizational Skills
- Emerging Technology Tracking
- Team Building
- IIBA Methodologies
- Excellent Communication
- Oracle Business Intelligence
- Adaptability and Flexibility
- Task Prioritization
- Attention to Detail
- Effective Communication
- Reliability
- Tableau
- User Acceptance Testing
- File Management
- Microsoft Excel
- Logistics
- Clerical Support
- Pivot Tables
- Statistical Modeling
- Data Organization
- Requirements Gathering
- Data Gathering
- File Maintenance
- Agile Software Development
- Critical thinking
- Team collaboration
- Conflict resolution
- Client relations
- Organizational skills
- Software development life cycle
- Tableau expertise
- Business intelligence
- Agile methodologies
- Market research
- SQL proficiency
- Financial analysis
- Process improvement
- Problem solving
- Risk assessment
- Project management
- Data visualization
- Decision making
- Business Process Mapping
- Data Modeling
- System Development
- SWOT Analysis
- SQL and Databases
- Business Requirements
- Web-Based Reporting Tools
- Teamwork and Collaboration
- Business Intelligence Testing
- Time Management Abilities
- Price Testing and Analysis
- Tooling Design and Optimization
Languages
Bangla- Native language
English- Advanced
Arabic- Intermediate
Hindi- Advanced
Urdu- Intermediate
References
References are available upon request.
Timeline
ADMINISTRATIVE ASSISTANT
INNATE TUTORING
05.2023 - Current
ADMINISTRATIVE ASSISTANT
PATHWAY EDUCATION AND VISA SERVICES
10.2022 - 04.2023
CUSTOMER SERVICE MANAGER
RIGHT PRICE CENTER
01.2018 - 08.2021
MASTER OF BUSINESS INFORMATION SYSTEM - Business Information System
TORRENS UNIVERSITY
BBA - Management Information Systems
ARAB OPEN UNIVERSITY
HIGHER SECONDARY CERTIFICATE (H.S.C) - Business Studies
BANGLADESH INTERNATIONAL SCHOOL AND COLLEGE
SECONDARY SCHOOL CERTIFICATE (S.S.C) - Business Studies
BANGLADESH INTERNATIONAL SCHOOL AND COLLEGE
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