Tanvir Chowdhury

Customer Service Manager @ Imprint.com

About

Netbrands Media Corp benefits from expertise in customer service management, claims resolution, and operational strategies. The role involves leading teams, analyzing customer feedback, and streamlining processes to improve satisfaction and efficiency. Cross-department collaboration ensures seamless operations and effective problem-solving. Leveraging skills in payment dispute analysis and client relations, the focus remains on resolving issues and facilitating compliance with payment provider regulations. Motivated by a commitment to fostering lasting customer relationships, the goal is to enhance service quality and contribute to organizational success.

Country

Bangladesh

City

Dhaka

Industry

Printing

Skill

Customer Service Representatives, Customer Service Operations, Client Relations, Chargebacks, Call Center Administration, Attention to Detail, Fraud Analysis, Fraud Investigations, Fraud Detection, Phone Etiquette, Key Performance Indicators, Coaching, Sales Pipeline Management, Identifying New Opportunities, Opportunity Identification, Customer Service Management, Support Management, Ticketing Systems, Major Incident Management, Decisiveness

Experience

Customer Service Manager

Imprint.com

2023-4 - Present · 3 yrs 6 mos

Dhaka, Bangladesh

-Lead & Motivate Teams: Inspire and guide customer service teams to deliver exceptional support and resolve inquiries efficiently. -Optimize Customer Experience: Manage support channels, streamline processes, and implement strategies to boost customer satisfaction and prevent disputes. -Claims & Issue Resolution: Oversee accurate and fair claims handling, ensuring adherence to policies and prompt problem-solving. -Data-Driven Improvements: Analyze service metrics and customer feedback to identify trends and drive continuous operational enhancements. -Cross-Department Collaboration & Training: Foster clear communication across teams and provide ongoing training to empower staff and support business growth.

Merchant Dispute Analyst

Imprint.com

2022-5 - Present · 4 yrs 5 mos

Dhaka, Bangladesh

• Leveraged expertise in payment networks like Stripe and VISA to manage and resolve merchant disputes efficiently. • Conducted in-depth transaction and fraud analysis, identifying discrepancies that reduced dispute occurrences by 30%. • Collaborated with merchants and internal teams to ensure compliance with provider regulations, enhancing communication and resolution times.

Senior Customer Service Representative

Imprint.com

2019-2 - 2023-3 · 4 yrs 2 mos

Dhaka, Bangladesh

-Led a team of Executive Officers, fostering collaboration and high performance using virtual leadership and communication tools. -Managed operations for 50+ international vendors across China and the USA, ensuring timely delivery and compliance through digital coordination platforms. -Maintained strong client relationships with timely updates, order monitoring, and proactive issue resolution from payment to delivery. -Analyzed and resolved claims profitably while preserving positive customer rapport. -Trained new representatives, revised company policies during rebranding, and created targeted newsletters and mailing lists to drive sales. -Finalized projects and campaign strategies through remote client collaboration and delivered compelling virtual pitches to secure long-term partner

Executive- Live Chat Representative, Customer Service Representative.

Imprint.com

2017-10 - 2019-1 · 1 yr 4 mos

Dhaka, Bangladesh

Delivered customer support via live chat and call channels for a newly implemented website feature, efficiently resolved complex sales inquiries, and trained staff to uphold service excellence.