Core Competencies

  • Customer Service Operations
  • Sales & Marketing
  • Staff Training and Development
  • Customer Life Cycle Management
  • Tele-sales Operations
  • Key Account Management
  • Partner Management
  • Strategic Business Planning
  • AOP Budget Preparation
  • Customer Profiling
  • Project Management
  • Analysis & Presentation

Accomplishments

  • Design & implemented "Segmented Service Strategy" for Corporate & High Value
  • Introduced "Corporate Service Camp" in Corporate & Top SME
  • Launched "Door Step Service" for Corporate & High Value customers
  • Architecture diagram prepared for Call Center IVR's under AVAYA platform
  • Electronic Bill penetration in Corporate Segment from 23% to 95% (saved BDT 13.45mn in 2012-13)
  • Incremental 2% average revenue growth through customer retention (FY 2012 - 13)
  • Corporate Churn Reduction from 4% to 2.87%
  • 2nd Runner up in CEO's Trophy for theproject of "Value Churn Reduction" for High ARPU customer

Career Objective

Hands on, introspective & in-depth exposure of about 9 years across corporate marketing, customer services and operations in industries such as telecom and manufacturing industry. Instigate gathered experience to manage, lead and develop team to achieve relevant defined goals. Have extensive familiarity with relationship management, business development and process improvement. Based on the experience, attaining exigent and growth oriented with a vision of learning and to conquer self-assessment and improvement in both individual and team based work.

Skills

Skills

Business Development

Tele-sales Operations Sales & Marketing Key Account Management Relationship Management Strategic Business Planning AOP Budget Preparation Portfolio Management Campaign Management  

Customer Service Operations

Call Center Operations Self Service Automation Customer Life Cycle Management Customer Retention Enterprise Email & Outbound Operations IVRs & USSD Architecture Development  

Leadership

Training and Development Team Management Ownership Development Performance Management Time Management    

Work History

Work History
Jan 2012 - Present

Manager, Corporate Service Experience

airtel Bangladesh Limited
  • Leading and developing the Corporate & SME service team (RMs)
  • Strategic Support for maintaining high standard in after sales service delivery
  • Ensuring customer stickiness by implementing segmented service strategies
  • Directly manage Embassy & High Commission accounts
  • Monitor tele-sales operations (out-sourced) to ensure quality sales lead generation
  • Formulating up-sell, revenue enhancement & collection strategies
  • Developed predictive churn model to ensure proactive churn retention & win-back
  • Strategies retention campaign with U&R team and implement through BTL & Outbound partner
  • Maintaining complete synchronization with cross-functional department and ensure SLA
  • Process improvisation and ensuring optimum level implementation
  • Department AOP budget preparation
  • Report analysis and high level preparation
Mar 2015 - Present

Program Manager of Robi's“

Loyalty Program and Churn Management
Program Manager of Robi's“ Dhonnobad” Loyalty Program Lead agencies for Reward & Redemption partner acquisition & offer implementation across country Manage High Value Customer retentions and win-back activities Design, evaluate and implement activities in order to drive churn minimization, usage enhancement, and revenue extraction across all segments Manage reduce and effective closure of complaints & service requests Monitor the usage patterns across all the value segments and take corrective measures where necessary Generate and circulate the monthly Churn, Loyalty Program and Customer Life Cycle management reports Customer Value Management: Lead and provides strategic direction in the development of the Customer Value Management and Lifetime Value analytics function for Company Create and execute strategies, analytical models and frameworks to identify and maximize opportunities based upon analysis to improve business performance(Average Revenue Per Usage) ARPU/Churn + Product Uptake) Own the Lifecycle Development plans for customers Design & Execute micro campaigns to enhance the performance of Customer Value Management system Maintain operational processes for the development of customer propositions which will drive Lifetime Value, across products and segments Build Process and maintain close liaison with Customer Care and Digital Marketing for the execution of campaigns Work with Pricing and Segment teams to develop business cases for the retention of target customers, increase in customer spend/ARPU enhancement Major Accomplishments: FY 2015-16 Launched“ Dhonnobad” Loyalty Program for Robi customers. 1500+ partnerships along with international/national exclusive brands Manager, Corporate Service Experience
Oct 2010 - Dec 2011

Specialist, Application

airtel Bangladesh Limited
  • Revamp architecture diagram of AVAYA CCT for Call Center (detailed nodding & scripting)
  • Self Service penetration through IVR, USSD & Web
  • Blackberry Technical Support and training
  • MSC wise congestion report analysis
  • Congestion report sharing for MSC re-routing
  • Collect requirement for Call Center CRM (Cisco base TABS 7.0), prepare SoW, identify risk, coordinate with stakeholders and manage communication
  • Reporting & Presentation
Jan 2009 - Sep 2010

Supervisor Operations

airtel Bangladesh Limited
  • Liaise & facilitate cross functional departments
  • To assist in implementation and maintenance of highest level of quality systems within the call center
  • Coached and mentored the agents those were directly involved with phone call handling.
  • Updated and maintained Interactive Voice Response System (IVRS), Symposium Server etc
  • Training sessions for the new trainees of Call Center.
  • Conducted proper escalations of situations and executing control, disciplinary actions as and when required
  • Implemented all departmental policies and procedures on the Call Center flow, ensuring the Call Center staff adheres to the implemented rules and regulations as well.
  • Executed Call Center agents' performance evaluation as and when required.
  • Generated daily, weekly and monthly departmental reports and documents as and when required
Jan 2008 - Dec 2008

Contact Center Supervisor

Warid Telecom International Limited
  • Ensuring roster adherence.
  • Following the directions given by in charge Inbound Contact Center
  • Devising strategies to the individuals and team for having them meet with the expectations
  • Execution of plans devised by in charge Inbound Contact Center to keep the Service Level as per the defined target and expectations
  • Effective queue management
  • Taking measures to keep the abandonment call ratio low as per international standards
  • Taking measures to keep average speed of answer as per expectations and international standards
  • Regular task specific interaction with other Contact Center teams.
Feb 2007 - Dec 2007

Customer Service Executive

Warid Telecom International Limited
  • Inbound Call Center Support
Apr 2005 - Feb 2007

Marketing Executive

HHH Pacific Zipper (BD) Limited
  • Responsible for (HHH) Brand development and promotional activities
  • Visit the prospective customers on regular basis and define services and benefits
  • Build up an effective network to ensure the sales target
  • Sales activities includes client hunting, dealer visits, customer relationship management
  • Tracking competitor's moves, gathering market feedback and helping to determine appropriate positioning and feature to gain competitive advantage in a targeted segment
  • Manage product portfolio including new products, price positioning and discontinuance
  • Prepare competitive advantage analysis and collect competitor related information

Education

Education
2014 - 2016

North South University
Aug 1999 - Jun 2004

Bachelor of Science

Dhaka College
2004

B.Sc

Dhaka College

Certifications

Certifications
2013 - Present

Advanced 3G Training

by Centum Learning Ltd, Kolkata
2013 - Present

Framework of Managerial Effectiveness (Level 1 & 2)

by Atyaasa Consulting Pvt. Ltd., Pune
2013 - Present

Project Management Professional Preparation (PMP®)

by stc Bangladesh
2011 - Present

Effective Communication Skills & Presentation (ECSP)

by HR Kites
2011 - Present

Public Speaking & Presentation (PSP)

by HR Kites
2009 - Present

Call Center Operations & Quality Monitoring

by The Call Center School, USA

Text Section

Portfolio