Hanifa Ferdous Email & Phone Number

London Area, United Kingdom

Greater London, England, United Kingdom

• I successfully supported the acquisition, stewardship and retention of supporters and members of the public by providing excellent customer service through accurate andtimely administration e.g. prompt recording and responses to feedback and queries viaemail, telephone and letters.• I provided donors with insight into current activities, appeals and future projects whilst meeting our weekly SLA target.• I delivered effective communications with 75+ International Country offices to help manage and solve supporter issues as appropriate. Liaising with over 75 Plan International Country and National offices around the world on supporter issues as appropriate.• Carrying out extensive research regarding different target groups through using multiple CRM databases so as to ensure their sustained support. This research helps me collate and share feedback with the wider organisation through regular updates to influence other teams' activities, and create a supporter focused organisation. • Worked towards building and developing strong working relationships with key internal stakeholders to ensure that they are supported appropriately.

London, England, United Kingdom

• Managed and lead team of customer sales assistants to ensure customer satisfaction and maximize daily sales.• Resolved both telephone and online queries with customers.• Lead negotiations between customers and branches to solve issues and mitigate for potentialcustomer dissatisfaction, optimizing ultimate customer service.• Trained my own team in technical processes and product information to maximize efficiencyduring resolution processes and customer communications.• Strengthened relationships with colleagues in branch/across national branches to ensure smoothrapport and co-operation.

Liberal Arts, English Language And Literature, 2.1

Alevels, Sociology- A* Psychology- A English Lit- A