Touhida Ahada
Glenfield,Australia
Summary
Dynamic professional with a proven track record in service excellence and collaborative communication. Expertise in training facilitation has notably enhanced team coordination and operational efficiency, leading to improved customer satisfaction. A strategic blend of hard and soft skills consistently drives superior team performance. Committed to leveraging this experience to foster continuous improvement in organizational effectiveness.
Overview
19
19
years of professional experience
Work History
Associate Business Fulfillment, Security In Order
National Australia Bank (NAB)
05.2021 - Current
- Manage and coordinate the daily operations for escalation to assist high-priority, urgent requests for the best customer outcome.
- Design and develop instructional content and training modules to aid in the professional development of onshore and offshore employees.
- Facilitate communication among associates, bankers, and various departments for transaction success.
- Be the subject matter expert (SME) to support other team members and other business units with all queries, fostering a culture of continuous learning.
- Assist the team lead in everyday reporting, data analysis, and team management processes.
- Stepping up in the absence of the team lead, I assist the team with day-to-day activities, reporting, and data analysis processes.
- Assist in improving work instructions, creating SOPs, and other process improvements.
Advisor (Security In Order) Business Fulfillment
National Australia Bank (NAB)
07.2018 - 05.2021
- Supported Business Banker in lending to consumers, small businesses, and corporations.
- Understand key requirements of credit to ensure lending applications are completed in line with bank policy and regulatory requirements.
- Ensure all security information is recorded accurately to reflect the customers' position in the bank.
- Work cohesively within the team, and communicate with both internal and external stakeholders to meet and exceed clients' expectations.
- Ensure all documents are checked thoroughly, following the SOP and policy.
Customer Service Manager
Satisfine Foods Pty Ltd
03.2013 - 06.2018
- Managing a customer service team of 12, monitoring overall operations, and guiding them in handling difficult or complex issues.
- Collaborating with the sales team on sales calls, lead generation, follow-up sales visits, and monitoring customer need assessments.
- Acting as a business development manager to manage the existing portfolio with key customers in hotels, RSLs, and cafes.
- Monitoring warehouse inventory, inventory disbursement for customers, and placing weekly orders with suppliers.
- Acknowledge, resolve, and record customer complaints, and escalate any unresolved issues.
- Identify and implement strategies to improve the quality of service, productivity, and profitability of the overall organization.
Customer Service Manager
Nicks Food Milk More
04.2011 - 03.2013
- Managing a customer service team of 12, monitoring, and guiding in complex areas.
- Calling customers, answering phones, entering orders in the system, recording customer interactions and transactions, and details of inquiries, complaints, and comments.
- Checking all suppliers' invoices, and managing suppliers' payment and credit issues.
- Coordinating with the warehouse manager every day regarding order disbursement, daily sales reports, and stock management.
- Preparing the sales report and analyzing current as well as new business opportunities to be commercialized.
Manager, Product Development, Marketing
Robi (Axiata Bangladesh Ltd)
09.2008 - 12.2010
- Develop a new product, a promotional campaign, and fix the pricing model to drive incremental revenue in the post-paid segment. Along with Revenue calculation and upgrade process development and system enhancement
Sr. Executive, Planning & Analysis Unit, Branch Operation
Robi (Axiata Bangladesh Ltd)
04.2007 - 09.2008
- Project management for performance improvement initiatives and training and developing employees. Track and review the overall and unit-wise performance on a periodic basis.
Executive, Customer Service Division, Front Desk
Robi (Axiata Bangladesh Ltd)
10.2005 - 04.2007
- Enhance customer interaction and resolve inquiries efficiently to ensure the best customer outcome, improving customer satisfaction rates, or resolving issues efficiently, and showcase tangible achievements.
Education
Masters of Business Administration - Major in Marketing
INDEPENDENT UNIVERSITY OF BANGLADESH
01.2010
Bachelor of Business Administration - Dual major in Finance & Accounting and Marketing
NORTH SOUTH UNIVERSITY OF BANGLADESH
12.2005
Skills
- Service Excellence
- Collaborative Communication Skills
- Interpersonal skills
- Data Interpretation
- Facilitating Training Sessions
- Team Coordination
Personal Information
- Residency: Australian Citizen
- Date of Birth: 02/09/83
Accomplishments
- Received Half Yearly Business Fulfillment Award
- Received Quarter 2 Peer Recognition from Business Fulfillment
- Numerous NAB Appreciate received from Bankers ,Colleagues and other stakeholders
- Recognition of being the Best service provider and Sale Representative
Timeline
Associate Business Fulfillment, Security In Order
National Australia Bank (NAB)
05.2021 - Current
Advisor (Security In Order) Business Fulfillment
National Australia Bank (NAB)
07.2018 - 05.2021
Customer Service Manager
Satisfine Foods Pty Ltd
03.2013 - 06.2018
Customer Service Manager
Nicks Food Milk More
04.2011 - 03.2013
Manager, Product Development, Marketing
Robi (Axiata Bangladesh Ltd)
09.2008 - 12.2010
Sr. Executive, Planning & Analysis Unit, Branch Operation
Robi (Axiata Bangladesh Ltd)
04.2007 - 09.2008
Executive, Customer Service Division, Front Desk
Robi (Axiata Bangladesh Ltd)
10.2005 - 04.2007
Masters of Business Administration - Major in Marketing
INDEPENDENT UNIVERSITY OF BANGLADESH
Bachelor of Business Administration - Dual major in Finance & Accounting and Marketing
NORTH SOUTH UNIVERSITY OF BANGLADESH
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