Summary
Overview
Work History
Education
Skills
Timeline
Generic

Tasnim Sultana Pew

E-Banking Support Officer
Lisbon

Summary

Dynamic professional with a robust background in support services, dedicated to optimizing operations and delivering exceptional client satisfaction. Expertise in problem-solving, communication, and resource management fosters effective team collaboration and consistently meets organizational objectives. Recognized for adaptability and reliability in fast-paced environments, with strong proficiency in administrative functions, technical troubleshooting, and customer service excellence. Committed to driving efficiency and enhancing the overall client experience through strategic support initiatives.

Overview

10
10
years of professional experience
4039
4039
years of post-secondary education
2
2
Languages

Work History

E-Banking Support Officer

Bnp Paribas
Lisbon, Lisbon
11.2022 - Current
  • Provide professional support to clients using BNP Paribas e-banking platforms (Centric Platform).
  • Troubleshoot technical issues, and ensure seamless digital banking experiences.
  • Assist customers with navigation, security protocols, and transaction functionalities.
  • Collaborate with internal teams to resolve complex client queries efficiently.
  • Maintain detailed logs of client interactions and resolutions to improve service delivery.
  • Contributed ideas for improving the support process during team meetings, resulting in significant workflow enhancements.
  • Balanced multiple priorities effectively by utilizing strong organizational skills and proactive task management techniques.
  • Employed proven problem-solving techniques to resolve issues quickly and with minimal disruption.
  • Facilitated seamless transitions during system upgrades or migrations through clear communication and user education efforts.
  • Improved customer satisfaction by addressing and resolving support issues promptly and professionally.
  • Assessed personnel performance and implemented incentives and team-building events to boost morale.
  • Managed high call volumes while maintaining exceptional quality of service and professionalism at all times.
  • Reduced resolution time with thorough problem analysis and timely escalation to appropriate departments.
  • Collaborated with cross-functional teams to resolve complex technical problems and deliver prompt solutions.
  • Developed a comprehensive knowledge base, enabling faster response times for common support queries.

Customer Service Representative

Sitel, Airbnb
Lisbon, Lisbon
11.2021 - 10.2022
  • Manage large amounts of incoming phone calls.
  • Generate sales leads.
  • Identify and assess customers' needs to achieve satisfaction.
  • Build sustainable relationships and trust with customer accounts through open, interactive communication.
  • Provide accurate, valid, and complete information by using the right methods/tools.
  • Meet personal and customer service team sales targets, and call handling quotas.
  • Handle customer complaints, provide appropriate solutions, and alternatives within the time limits; follow up to ensure resolution.
  • Keep records of customer interactions, process customer accounts, and file documents.
  • Follow communication procedures, guidelines, and policies.
  • Take the extra mile to engage customers.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.

Teacher Assistant

North South University
01.2016 - 12.2017
  • Assisted teachers in marking homework, grading exams, and giving feedback to students.
  • Helped teachers with daily activities, such as correcting homework, sourcing educational supplies, and planning lessons.
  • Monitored student performance closely to determine the extra support required.
  • Marked homework with detailed feedback to drive student progress.
  • Helped teachers plan engaging activities, and create level-appropriate teaching materials.
  • Provided one-on-one tutoring support outside of regular school hours for students requiring additional assistance with coursework or test preparation.
  • Contributed to the development of curriculum materials, aligning content with state standards and educational objectives.
  • Increased student participation with engaging activities and group projects that promoted collaboration and teamwork.
  • Actively participated in professional development opportunities to stay current with emerging trends in education and improve instructional effectiveness.
  • Prepared supplementary lesson materials such as visuals aids, hands-on manipulatives, or interactive games that enhanced student understanding of complex concepts.
  • Provided constructive feedback on student work, highlighting areas of strength and offering specific suggestions for improvement.
  • Facilitated small-group instruction sessions targeting specific skill gaps among struggling learners for academic success.
  • Supported the integration of technology into daily lessons by utilizing digital tools like SMART Boards or tablets to engage students in interactive learning experiences.
  • Implemented differentiated instructional approaches based on varying student abilities and interests to ensure equity in learning opportunities.

Intern

Southeast Bank Ltd
05.2017 - 08.2017
  • Overall, the general banking system.
  • Serving a diversified customer base.
  • Promoting several financial products, such as education loans, car loans, home loans, etc.
  • Executed administrative tasks under managerial supervision.
  • Evaluated existing practices, notifying management of potential areas for improvement, or bottlenecks.
  • Answered phone calls and responded to emails in line with company policies.
  • Shadowed the daily activities of office staff, gaining an understanding of issues.
  • I booked client appointments via online systems and maintained a master calendar.
  • Sorted and distributed incoming mail and communications.
  • Photocopied and printed documents for office team members.
  • Supported staff members in their daily tasks, reducing workload burden and allowing for increased focus on higher-priority assignments.
  • Analyzed problems and worked with teams to develop solutions.
  • Contributed to a positive team environment by collaborating with fellow interns on group projects and presentations.
  • Sorted and organized files, spreadsheets, and reports.
  • Developed organizational skills through managing multiple tasks simultaneously while adhering to strict deadlines.

Education

BBA - Marketing

North South University
Dhaka
04.2001 - 01.2018

Higher Secondary Certificate - Business Studies

Govt. M.M City College
Khulna
01-2012

Secondary School Certificate - Business Studies

Govt. Coronation Secondary Girls' High School
Khulna
01-2010

Skills

  • Logistical strategy development

  • Customer needs analysis

  • Process optimization

  • Critical thinking and analysis

  • Collaborative relationship management

  • Contract oversight

  • Effective problem resolution

  • Strategic communications assistance

  • Effective team collaboration

  • Customer engagement

  • Effective task management

  • Troubleshooting and support services

  • Strong understanding of customer service principles

  • Quality improvement initiatives

Timeline

E-Banking Support Officer

Bnp Paribas
11.2022 - Current

Customer Service Representative

Sitel, Airbnb
11.2021 - 10.2022

Intern

Southeast Bank Ltd
05.2017 - 08.2017

Teacher Assistant

North South University
01.2016 - 12.2017

BBA - Marketing

North South University
04.2001 - 01.2018

Higher Secondary Certificate - Business Studies

Govt. M.M City College

Secondary School Certificate - Business Studies

Govt. Coronation Secondary Girls' High School

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Tasnim Sultana PewE-Banking Support Officer