Saifur R. Arif

Saifur R. Arif Customer Service, Team Manager, HR, Travel Consultant Professional Experience ASAP Tickets Freelance Senior Travel Consultant + Customer Handling 06/2025 – Present | Remote Booked reservations for travel, hotels, rental cars and special events such as tours and excursions. Assessed client needs and recommended appropriate products and services to meet preferences and budget. Communicated with clients to confirm itineraries, methods of transportation and travel regulations. Used promotional techniques and prepared promotional materials to sell itinerary tour packages. • • • • -- J&T Express Middle East Senior Customer Service Representative 03/2024 – 04/2025 | Dubai, UAE Trained and directed new employees in call script use, conflict resolution, and data entry practices to boost customer satisfaction ratings. Engaged clients in person and over phone to answer questions and address complaints. Resolved customer service issues using company processes and policies and provided updates to customers. Escalated issues to proper supervisors when standard processes were not effective. Documented and detailed calls and complaints using call center's CRM database. Helped large volume of customers every day with positive attitude and focus on customer satisfaction. • Narsingdi, Bangladesh https://www.linkedin.com/in/saifrarif/ • 03/02/1999 • Profile • Dynamic and results-driven professional with 9 years of experience in travel consultancy, customer service, HR, and team management. Proven expertise in handling clients, managing teams, and delivering exceptional customer solutions across diverse industries. Multilingual in Bengali, Hindi, Urdu, and certified C2 English proficiency, with medical interpreting training. Holds a Diploma in Business Management from OTHM. Adept at training staff, streamlining operations, and enhancing client satisfaction. Recognized for strong leadership, problem-solving skills, and ability to excel in fast-paced, multicultural environments. • • inDrive Assistant Customer Service Manager 07/2021 – 11/2023 | Dhaka, Bangladesh Conducted training and mentored team members to promote productivity and commitment to friendly service. Reviewed overdue tickets and followed-up with customer support personnel to resolve root cause of delay. Created customer support strategies to increase customer retention. Reviewed submitted documents to check compliance and enforce recordkeeping policies. Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags. • • • • • The Estates LLC Manager - Training and HR, Client Support 11/2016 – 06/2021 | Remote (USA) Cross-trained existing employees to maximize team agility and performance. Developed and maintained relationships with customers and suppliers through account development. • • Languages English C2 Proficiency Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground. Trained new hires to perform cross-training exercises with experienced workers. Maintained payroll and benefits for employees in various locations and diminished financial discrepancies through expert program management. Supervised job interviews and conducted exit surveys to verify compliance with HR best practices. • • • Bengali Native • Hindi Fluent Education Urdu Fluent Skills Customer Service & Support Exceptional customer service, Escalation management, Live chat/email/inbound & outbound support, Ticket management, Multilingual support (English, Hindi, Urdu, Bengali), Customer satisfaction (CSAT), Conflict resolution, Call Center Technology & Tools CRM & CMS (Zendesk, Freshdesk, Zoho, Salesforce), Gorgias, Intercom, Help Scout, QuickBooks (basic payroll/bookkeeping), Slack, Zoom, Skype, Microsoft Teams, Airtable, Notion, Monday.com , Trello, Asana, ClickUp, Google Workspace, Microsoft Office. Creative & Analytical Skills Complex problem-solving, Creativity & innovation, Quality assurance, Relationship building, Social media scheduling (Canva, Buffer, Meta Business Suite), E-commerce support (Shopify, Etsy, WooCommerce). Team Leadership & HR Training & mentoring, Representative training, Team monitoring, Performance tracking, Staffing optimization, Recruiting & interviewing, Team motivation, Labor law compliance, HR leadership. Travel & Administrative Expertise Travel research, Overseas tours, Administrative tasks, Appointment scheduling, Calendar & email management, Online research, Data entry & file management. Diploma - UK Qualification OTHM Dubai, UAE International Business Management Bachelor of Business Administration (BBA) University of Dhaka Dhaka, Bangladesh Business Management - Completed 3 Years of Study Certificates EF SET English Proficiency-C2 Level Independent Travel Manager Senior Travel Consultant Publications Read Yourself First Amazon.com Mastering the Psychology Behind Your Habits, Emotions & Choices. Unlock the secrets of your own mind and transform your life from the inside out. Recognize and reshape the thoughts and stories that control your life Understand and manage emotional triggers with compassion Break destructive cycles of negative thinking and behavior Navigate complex feelings like desire and despair with clarity Build daily habits that rewire your brain for resilience and peace • • • • • • • References Sheila Anzales, Manager, J&T Express Middle East - Craig Brooksby, CEO, The Estates LLC -