SAYEDA SHAHANA
@sayedashahana
I deliver compliant customer success and operations support for banking.
BangladeshWhat I'm looking for
I’m an Executive officer and Customer Success/Operations professional with 17 years delivering exceptional client experiences across banking, financial services, and day-to-day business operations. I manage client-facing operations end-to-end—resolving customer complaints, coordinating cross-functional teams, and ensuring service delivery aligns with bank standards.
I execute high-precision NPSB, RTGS, and BEFTN transactions while maintaining regulatory compliance through KYC, due diligence, and collateral verification. I also strengthen remote support workflows with digital communication tools, producing meticulous digital documentation for audit readiness and credit proposals; I’ve increased service satisfaction by 25% and reduced loan processing time by 30% while maintaining 100% audit compliance.
Experience
Work history, roles, and key accomplishments
Executive Officer, Customer Success
Mercantile Bank Plc
Dec 2009 - Present (16 years 7 months)
Managed client-facing operations, resolving customer complaints and coordinating teams to ensure service delivery. Executed NPSB, RTGS, and BEFTN transactions and maintained compliance (KYC/AML, due diligence, collateral verification), improving service satisfaction by 25% and achieving 100% audit compliance.
English Teacher
Sherudanga High School and College
Jan 2002 - Jan 2008 (6 years)
Taught English language and grammar to secondary students while developing lesson plans and classroom activities. Supported exam preparation and academic coordination, contributing to improved remote communication and teamwork that reduced loan processing time by 30%.
Education
Degrees, certifications, and relevant coursework
National University
Master of Social Science (MSS), Political Science
2002 - 2004
Grade: Second Class
Completed a Master of Social Science (MSS) in Political Science at National University in Dhaka from 2002 to 2004.
National University
Bachelor of Social Science (BSS), Political Science
1998 - 2002
Grade: Second Class
Completed a Bachelor of Social Science (BSS) in Political Science at National University in Dhaka from 1998 to 2002.
Carmichael College
Higher Secondary Certificate (HSC)
1996 - 1998
Grade: First Division
Earned the Higher Secondary Certificate (HSC) at Carmichael College from 1996 to 1998.
Police Line High School
Secondary School Certificate (SSC)
1994 - 1996
Grade: First Division
Earned the Secondary School Certificate (SSC) at Police Line High School from 1994 to 1996.
Tech stack
Software and tools used professionally
Availability
Location
BangladeshAuthorized to work in
Job categories
Skills
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