Mst Musrat Alam

MST MUSRAT ALAM |- Professional Summary Dynamic professional with 9+ years of experience in human resources, retail operations, business administration, and mentoring. TEFL-certified and selected by UNDP for a global mentorship program. Skilled in talent development, performance management, customer service, HR operations, and data-driven decision-making using Python, Excel, and visualization tools. Currently completing a Professional Certificate in Data Analytics (IIT Roorkee Via Intellipaat) and pursuing a BBA (planned completion 2027), combining education, analytics, and crosscultural experience to drive business and people impact. Core Competencies • HR Strategy & Workforce Planning • Talent Acquisition & Onboarding • Performance Management & Employee Engagement • Learning & Development / Training Needs Analysis • Retail Operations & Team Management • Customer Service Excellence & Client Relations • Business Administration & Process Improvement • Data Analytics: Python, Linux, Excel, Data Visualization • Cross-Cultural Communication & Leadership Professional Experience English Mentor (Volunteer – Online) Global Mentorship Program – UNDP (Remote) | 2025–Present • Mentor students in English communication, business English, and workplace confidence. • Deliver sessions aligned with British Council curriculum, improving mentee outcomes. • Develop mentoring, coaching, and online facilitation skills relevant to HR and L&D initiatives. Client Support & Operations Associate Silverho Trading ,Malaysia | Apr 2023–Dec 2025 • • • • Trained staff in customer communication, service delivery, and operational procedures. Developed promotional campaigns, increasing customer engagement and sales. Streamlined store operations, improving efficiency and team KPI achievement. Supported day-to-day operational processes, ensuring smooth client service and team performance. Business Administrator Biolux Asia Sdn Bhd, Malaysia | Sept 2021–Mar 2023 • Managed daily administration, vendor relationships, and staff onboarding processes. • Improved documentation and reporting, supporting management decision-making. • Coordinated interdepartmental processes to enhance operational efficiency. Customer Service Executive Dreamland Sdn Bhd, Malaysia | Jul 2015–Jul 2020 • Handled client queries via phone, email, and chat, ensuring timely resolution. • Enhanced customer satisfaction through proactive problem-solving and relationship building. Education • Bachelor of Business Administration (BBA) | Manipal University Jaipur, India | Ongoing (Planned completion 2027) • Professional Certificate in Data Analytics | IIT Roorkee (Intellipaat) | 2025–Present (Expected completion 2026) • Higher Secondary School Certificate | Rajshahi Govt. Women’s College, Bangladesh | GPA: 4.90/5 Certifications & Training • • • • • • • • • 120-Hour TEFL Certification – International TEFL Training (2025) Linux Training – Intellipaat (2025) Python Certification Course - Intellipaat (2025) Linear Regression Course - Intellipaat (2025) Python Pandas Course - Intellipaat (2025) Operation Job Simulation (Goldman Sachs) – Forage Microsoft Excel: Mastering Data Analysis – Udemy Branding & Sales Techniques – SCITI, BSCIC (Bangladesh) Webinars: Design Thinking, Microservices Architecture – Manipal University (Linkedin) (Certificates)