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Mohammed Rashed Hossain

ADMINISTRATION & CONTACT CENTER MANAGER

Summary

Highly efficient Office Manager with experience in a wide range of administrative functions, staff management, and operational oversight to ensure exemplary customer service.

  • Direct wide range of office procedures including administration, customer service, scheduling, event planning, and special projects.
  • Exceptional interpersonal and leadership skills, with the ability to build positive and productive office teams.
  • Outstanding communication skills to build rapport with clients and employees at lateral and executive levels.
  • Proficient in Microsoft Office (Word, Excel, Access, Outlook, PowerPoint) Internet research and applications.

Core Competencies

Team Management | Data Analysis | Training & Development | Process Improvement | Change Management | Call Center Operations | Regulatory Compliance Management | Customer Service Scheduling and Organization Communication | Teamwork & Supervision | Meticulous Attention | Conflict resolution techniques | Customer Satisfaction | Resource Distribution | Claims/Adjustments

Work History

March 2016Present

Contact Center Manager

WorldSIM International Roaming & Travel Gadgets

Responsibility includes:

  • Managing the daily running of the centre, including sourcing equipment, effective resource planning and implementing call centre strategies and operations;
  • Carrying out needs assessments, performance reviews and cost/benefit analyses;
  • Setting and meeting performance targets for speed, efficiency, sales and quality;
  • Advising clients on products and services available;
  • Liaising with supervisors, team leaders, operatives to gather information and resolve issues;
  • Maintaining up-to-date knowledge of industry developments and involvement in networks;
  • Coordinating staff recruitment, including writing vacancy advertisements and liaising with HR staff;
  • Reviewing the performance of staff, identifying training needs and planning training sessions;
  • Handling the most complex customer complaints or enquiries;
  • Organising staffing, including shift patterns and the number of staff required to meet demand;
  • Coaching, motivating and retaining staff and coordinating bonus, reward and incentive schemes;
Nov 2015Jan 2016

Lecturer

Bangladesh Computer Council
  • Training the future CSR to be ready in the Call Center environment.
  • Sharing the knowledge of the industry and the needs to lead a team.
May 2015Feb 2016

Compliance Manager

WorldSIM International Roaming & Travel Gadgets
  • Dealing with Customer Complaints regarding products, billings, rates, websites.
  • Addressed negative customer feedback immediately.
  • Effectively communicated with team members to maintain defined expectations.
  • Completed refunds based on customer queries, issues and complaints.
  • Developed rapport with the customer by handling difficult issues with professionalism. 
  • Recommended changes to existing methods to increase the accuracy, efficiency and responsiveness of the customer service department.
  • Liaising the issues with COO or higher authority if required.
Jun 2010Mar 2013

Customer Service Executive

Hello World Communications
  • Collected customer feedback and made process changes to exceed customer satisfaction goals.
  • Maintained up-to-date records at all times.
  • Worked with upper management to ensure appropriate changes were made to improve customer satisfaction.
  • Built customer loyalty by placing follow-up calls for customers who reported product issues.

Education

20082013

Bachelor of Science Degree in Computer Science and Engineering

University of Information Technology and Sciences, Chittagong

CGPA: 3.58 out of 4 scale.

Coursework in Computer Networking and Information Technology

Jan 2006Jun 2007

A Levels

Sunshine School and College

Science Background with Major Distinction in Maths, along with Physics and Chemistry.

Jan 2005Dec 2005

O Levels

Summerfields School and College

Science Background with Major Distinction in Maths and Chemistry along with Bangla, Physics and English.

Accomplishments

  • Worked with company systems such as Live Support and diligently completed all assigned tasks, working overtime as needed.
  • Assisted customers over the phone regarding store operations, product, promotions and orders.
  • Promoted to Center Manager in 4 years.
  • Reduced staff turnover by 1.5% in one year by implementing several well-received team and morale- building programs.

Interests

Gaming, Reading online, New Gadgets, Traveling, Volunteering, Learning something new, Challenges