Work History

Work History
Jun 2009 - Present

Customer Manager, Inbound Contact Center

Grameenphone (Telenor Group)

Duties/Responsibilities: > Provide one-stop quality Customer Service over phone to ensure positive customer experience.> Proactively aware/inform customers regarding our products/service.> Sale through inbound and outbound contacts.> Capture customer insights and escalate critical issues / complaints and provide timely feedback.> Maintain targeted KPI on a regular basis.> Serve customers with helping attitude and thus play a significant role in customer satisfaction, retention, and acquisition. In this way enhance Grameenphone's brand image.> Show respect towards customers, colleagues and company by being a smiling and positive person.

Aug 2010 - Nov 2010

Customer Manager, International Contact Center

Grameenphone (Telenor Group)

Duties/Responsibilities: > Sale through outbound contacts.> Maintain targeted KPI on a regular basis.> Serve customers with helping attitude and thus play a significant role in customer satisfaction, retention, and acquisition. In this way enhance Grameenphone's brand image.> Show respect towards customers, colleagues and company by being a smiling and positive person.

Dec 2008 - May 2009

Customer Care Executive

Electropac Industries Limited (BPO)

Duties/Responsibilities: > To make Outbound Calls (UK/US).> Interact with the customers.> Take down their Name, Address, Contact No., Employment status, Credit/Debit Card information and all other relevant information related to my job objectives.> Save/Store those data on Computer Database List and sometimes directly transfer customers to UK Offices.> Search over the Internet and make survey (Occasionally).> Thus, make successful sale/transfer.> As a "Floor In Charge" (Occasionally), to observe other colleague's activities, performance and solve their problems.> Maintain a very good relationship with all the colleagues, Team Leader and Process Manager and follow their guidelines.

Education

Education
2004 - 2006

HSC

Rajshahi Govt. City College
2001 - 2003

SSC

Rajshahi Collegiate School

Skills

Skills

Voice Talent (American & British Pronunciation)

Adobe Photoshop

Microsoft PowerPoint

Microsoft Excel

ExtraCurricular Activities

> Member of the Judge Panel in Grameenphone for a CS Photography Competition 2012 named "Inspiration"

> Collaboration Adviser of the Telenor Group's Way of Work (WoW Portal) Page for Grameenphone. > Official Photographer of GP CS Night and several Customer Service oriented programs.

> Video Director and Editor for “CUSTOMER IS KING” project by Grameenphone.> TV Performance Artist; performed Instrumental Fusion with Violin (Orchestra) and Solo performance in TV and Radio Channels as well as in Grameenphone's internal cultural sessions like GP NIGHT, CS NIGHT, CS Monthly I&I Sessions etc.> Event Organizer for Bangladesh Brand Forum (On behalf of Asian University of Bangladesh) for the event of Professor DR. Philip Kotler's Master Class "Inspiring The Future Minds" LIVE in Bangladesh at Mirpur Indoor Stadium, Dhaka held on 08 June, 2011. > Former Group Leader, Presenter of Presentation and LIVE performance of Asian University of Bangladesh (AUB) Rajshahi and Dhanmondi Campus. > Resided in the USA for more than Nine months and almost One month in India; went to several Shopping Malls, Public Library, Restaurants and relatively have knowledge to deal with several classes of National/International people.

Summary

Polished, professional Customer Manager offering:> Three years of experience providing customer service in Grameenphone Contact Center for its valuable subscribers.> An unwavering commitment to customer service, with the ability to build productive relationships, resolve complex issues and win customer loyalty.> Strategic-relationship/partnership-building skills -- listen attentively, solve problems creatively, and use tact and diplomacy to find common ground and achieve goals.

> Several creative involvement including Cultural programs, dynamic competitions, various Social responsibilities and other optional engagements.

Interest

Digital Photography, Blogging, Media,Journalism, Music, Computer, IT/Technology, Smartphone, English Movies, Networking

Certifications

Certifications
Feb 2012 - May 2012

Cisco Certified Network Associate — CCNA

Cisco Systems, Inc
Jan 2007 - Jan 2008

NIIT Certified Network Engineer on Windows Server 2003 Platform

NIIT