Mohammed Rashed Hossain

Analyze, Strategize and Action

• 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 and quality;
• Advising clients on 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 and liaising with HR staff;
• Reviewing the performance of staff, identifying training needs and planning training sessions;
• 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;
• Presentations on team performance monthly, quarterly and yearly business reviews;

Responsibilities include:

Ensuring smooth communication across all departments.

• Addressing all requirements and ensuring the requirements are met through proper follow up.
• Ensuring admission and student transfer process are followed as per guidelines.
• Discipline across school grounds.
• Provide necessary requisitions and follow up.
• Organizing and contacting members of board for meetings and escalate information as per necessary.
• Creating monthly salary reports.
• Updating student and teachers information.

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;

• 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.

• 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.

• 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.

CGPA: 3.58 out of 4 scale.

Coursework in Computer Networking and Information Technology

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

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