TARIQUL HASSAN
Summary
Support day-to-day program operations with expertise in records management and resource coordination. Skillfully meet diverse needs and address issues to maintain efficiency and program outreach. Demonstrated success in building long-lasting relationships.
Overview
1
1
year of professional experience
Work History
Team Coach
Services Australia
- Work closely with the team, motivating and coaching them
- Hosting one-to-one coaching and team meetings
- Keeping up to date with business development and new product lines
- Manage day-to-day line activities, prioritise and make risk/impact assessments within existing processes and procedures towards achieving SLAs
- Ensure training and development plans are maintained for all team members
- Use company methodology, team input and own initiative to ensure attendance and retention targets are achieved
- Manage the fair and consistent application of performance management and disciplinary measures as necessary
- Support the Operations Manager in highlighting operational risks and areas for improvement
- Lead and inspire a team of sales agents to deliver excellent levels of individual/team performance and customer satisfaction
- Support the Head of Sales to provide business targets and objectives and create a performance-orientated culture
- Keep up to date with any industry changes affecting the business and relaying this knowledge back to the team
- Work with the management team to identify and deliver positive change and business efficiencies
- Deliver the allocated part of the operation within agreed budgets, service levels and business targets
- Escalate any appropriate problems to senior management
- Support the Senior Manager in highlighting operational risks and areas for improvement
- Mentored and guided employees to foster proper completion of assigned duties.
- Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
- Built strong relationships with customers through positive attitude and attentive response.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Led team of [Number] members while providing exceptional customer service.
- Demonstrated knowledge of company mission and goals and mentored employees in reaching objectives aligned with company core values.
- Coached team members in customer service techniques, providing feedback and encouragement toward reaching sales goals.
- Facilitated training for associates through daily coaching and regular performance appraisals.
- Positioned as go-to person for up to [Number] staff members, troubleshooting complex administrative and training issues promptly.
- Molded team and embraced change to adapt within dynamic market.
- Initiated timely response to emails, voicemails and written correspondence.
Service Officer
Services Australia
- Answer numerous calls in a high-volume call centre environment
- Resolve customer complaints and ensure calls are handled professionally and promptly
- Contributed to agencies’ highest quarterly customer satisfaction rate of 92 per cent
- Consistently earned "above average" or "excellent" on-call quality evaluations
- Train and assist entry-level customer service officers by helping them improve listening skills, communication, and multitasking abilities
- Customer Service
- Hong Kong Shanghai Banking Corporation (HSBC)
- Guided and advised CSRs with customer feedback and problem resolution
- Ensured the constant coverage of all areas, including switchboard, safe deposit box department, front counter and telephone queries by delegating the CSRs according to their skills and experience
- Discussed and advised the team on credit assessment and operations, approval process and security documentation and knowledge of operational risk, legal & regulatory requirements
- We generated reports on all local bank currency transactions by researching and aggregating system-generated reports and teller logs
- I have assigned the most experienced CSR to train the new CSRs and followed up on the training progress with the team
- Worked and discussed with the Branch Manager on customer service ideas and initiatives and identified areas of improvement
- Handled major complaints/incidents and resolved those with particular attention to regaining lasting client satisfaction and trust towards the customer service team
- Analysed monthly business data and statistics to compare direct competitors' business performance; kept the team abreast of competitors' new products and services
- Conducted periodical spot checks of reports on safe deposit maintenance, ATM/Debit card support, held mail logs and check-up logs and ATM card inventory:
- Conducted monthly audits of safekeeping records; organised team to maintain a record of custody, loan and trust collateral receipts.
- Maintained accurate records and full compliance with government regulations and agency guidelines.
- Coordinated solutions for high volume of customer inquiries per day while meeting and exceeding performance quotas.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
Shop Assistant
Salvation Army
Belconnen, Canberra
- An Advisor for rural areas to educate the small business firm regarding the benefit of banking
- Professional Award
- Three times award winner for best sales performance; the details are as follows
Salesperson
Asia Pacific Best
01.2005 - 01.2006
Education
Certificate IV Cyber Security -
Canberra Institute of Technology
Bachelor’s - business administration
BBA - Finance
Asian University of Bangladesh
Skills
- Work Planning and Prioritization
- Continuous Professional Improvement
- Giving Constructive Feedback
- Maintaining Client Records
- Issue Reporting
- Client Needs Assessment
- Agency Service Requirements
- Teamwork and Collaboration
- Digital Payments
- Customer Inquiries
- Problem Resolution
- Application Processes
- Database Systems
- Operation and Information Security
- Web Applications
- Security Systems Knowledge
- Splunk SIEM
- Multi-Factor Authentication
- Problem Analysis
- Service Quality
- SQL Injection
- Vulnerability Analysis
- Compliance with Security Requirements
- Cross-selling products and services
Languages
English
Full Professional
Bengali
Native or Bilingual
Hindi
Limited Working
Timeline
Salesperson
Asia Pacific Best
01.2005 - 01.2006
Team Coach
Services Australia
Service Officer
Services Australia
Shop Assistant
Salvation Army
Certificate IV Cyber Security -
Canberra Institute of Technology
Bachelor’s - business administration
BBA - Finance
Asian University of Bangladesh
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