Hi, I’m
FARZANA SULTANA
Lisbon
Summary
Conscientious Customer service with experience solving problems creatively and using tact and diplomacy to achieve win-win outcomes. Team player comfortable in competitive, fast-paced environments. Effective in handling direct customer inquiries, implementing customer service policies and executing financial responsibilities.
Overview
6
years of professional experience
Work History
Majorel
Order Support Specialist (Fraud & Claim)
08.2022 - 12.2022
Job overview
- Worked with carriers to ensure the customer gets their online order on time.
- Handled issues regarding delivery management and shipping investigation using the program SAP, Sonar, SEMS, Toolbox, Prism.
- Analyzed and resolved complex customer issues and provided proactive communications to customers on their orders to support customer satisfaction.
- Processed refunds, price adjustments, returns, and credits to customers.
- Troubleshoot and resolved issues with customer orders.
- Researched, contacted customers, or closed case files assigned to me within 24-48hrs.
- Processed incoming requests from customers for changes on their online orders such as package reroutes, address corrections, holds for in-store pickup.
- Back end of customer service, ensuring that all information on an order is correct and fixes any issues to may come into play.
Majorel
Fraud Analyst
02.2022 - 07.2022
Job overview
- Monitored customer and transactional records for maintaining fraud analysis models to improve the efficiency and effectiveness of company systems.
- Ensured confidentiality of all information collected during the investigation.
- Determined existing fraud trends by analyzing accounts and transaction patterns.
- Identified system improvements and new fraudulent trends to prevent fraudulent activities.
- Communicated with consumers through Inbound and Outbound call to investigate suspicious activity.
- Gathered relevant facts, identified fraud trends, and documented resolutions in ACM for each live case.
- Researched direct identifiers for potential suspect development.
- Utilized multiple operating systems (ACM, Prism, Internal database, and social media) and verification tools (MZ) to optimize detection and prevention of fraudulent online activity.
- Flagged customer account for possible fraud based on trends Analyze and assisted customer accounts containing fraudulent activity.
Brunswick
Employee Service Representative
02.2021 - 01.2022
Job overview
- Assisted Supervisor to achieve everyday production targets.
- Trained new employees and constantly monitored them.
- On daily basis documented usage of raw materials and tracking of production.
- Used MS Office to register daily performance of employees, problem issues, and recommended solutions.
Youtube
Content Creator - Channel Creator & Administrator
05.2017 - 01.2022
Job overview
- Created and manage two YouTube channels, one in English (for ASMR content), the other in Bangla (for news content).
- Built total viewership of over 56K subscribers, with an average daily viewership of 40k viewers.
- Engaged daily with subscribers and commenters, maintained video programming calendar.
- Experienced in video & photo editing software: Camtasia.
- Filmora, Pro Show, Lunapic.
- Established partnerships for affiliate marketing, including Amazon & Ali Express.
Artesanato Souvernir
Shop - Retail Customer Service Associate
12.2019 - 01.2021
Job overview
- Handled customer inquiries and helped them with their purchases.
- Presented billing procedures to customers, arranged payment options, and accurately processed all payments.
- Organized merchandise in store, arranged store display.
- Updated pricing and items, logged store inventory.
- Answering phone calls and providing services over phone, email and chat.
- Exceeded sales targets by over 10% via proactive product recommendations.
Education
Stamford University
Bachelor of Pharmacy
Skills
Detail-oriented
Fraud and identity theft
Investigative techniques
Data mining software
Organized
Strong verbal and written communication
Data analysis
Compassionate & empathetic
Methodical and thorough documentation
Creative problem-solver
Customer service reporting
Excellent team member
Languages
Bengali
Native language
English
Advanced
C1
Portuguese
Elementary
A2
Hindi
Upper intermediate
B2
Urdu
Intermediate
B1
Timeline
Order Support Specialist (Fraud & Claim)
Majorel
08.2022 - 12.2022
Fraud Analyst
Majorel
02.2022 - 07.2022
Employee Service Representative
Brunswick
02.2021 - 01.2022
Shop - Retail Customer Service Associate
Artesanato Souvernir
12.2019 - 01.2021
Content Creator - Channel Creator & Administrator
Youtube
05.2017 - 01.2022
Stamford University
Bachelor of Pharmacy
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