Work History

Work History
May 2012 - Present

Head of Customer Services

British Council

Responsible for overall operation of customer services division. Overseeing the customer service change project on uplifting service delivery at all 5 offices in Bangladesh.

Responsible for the construction and implementation of the service plan that aligns to the Council's objectives and priorities.

Managing the customer service department delivering face to face, over the phone and web based service to a wide variety of customers.

Representing the front-line customer service element in working harmoniously with other service areas to ensure that the customer service team can deliver the best, most efficient and effective service possible to the customers. Ensuring smooth integration of new services into a single, harmonious contact centre. 

Managing the corporate feedback system, process and reporting. Ensuring that the organisation demonstrably learns from customer feedback and uses it as part of continuous process improvement. Ensuring One Council reporting is in place to include all segmented statistics are included.

Working across the organisation to ensure the Council is easy to access, easy to do business with and easy to get first time resolution.

Mar 2005 - May 2012

Asst. Director of Sales & Revenue Management

Radisson Blu Water Garden Hotel Dhaka

Led and managed the hotel sales team and the reservation team.

Managed key corporate accounts to ensure repeat business from the main feeder markets and industries.

Maximized hotel revenue by administering revenue management techniques and analyzing revenue opportunities by appropriate forecasting of demand and supply.

Analysed market segment performance to determine appropriate strategic actions by segment

Evaluated new product/package development strategy by forecasting the market trend and scenario analysis.

Monitored & evaluated competitor's pricing in all avenues and communicates pricing strategies with hotel General Managers and DOSs accordingly 

Prepared marketing/business plan and budget development and implementation. 

Developed winning proposals and negotiated with prospects for making business agreement to increase sales.

Organized corporate events for the hotel as well as for the clients. 

Kept constant liaison with Government agency, UN, World Bank, ADB, and various foreign embassy.

Sep 2001 - Nov 2001

Asst. Administrator & Consultant

Cal Safety Compliance Corporation (CSCC)
  • Conducted compliance audit and oversaw the administration of CSCC (Later merged with STR)
  • Provided training and recommended proper action plan to the Garment Owners.
  • Developed a computer database for the internal reporting system of the office.
Feb 2000 - Aug 2001

Part-time Auditor & Consultant

'Cal Safety Compliance Corporation (CSCC)
  • Conducted compliance audit as and when required
  • Provided training and recommended proper action plan to the Garment Owners.




Excellent track record in developing marketing plan and strategy by analysing market information on customer needs and competitor offerings. 

Analytical Ability

Outstanding accuracy in analysis and admired as an expert in Microsoft Excel in the current organization

Interpersonal Skill

Have capacity to relate to all levels of management, staff, media and customers.

Sales Closing

Good understanding of the brand positioning of the product and how the product can meet the needs of customers.

Business Communication

Result oriented writing techniques, ability to maximize impact, maintain interest, and establish a rapport with the audience when conveying information.   Excellent notable ability in making power point presentations and public speaking

Revenue Management

Excellent ability in yield management techniques by balancing rate and volume so that Revenue is maximized.

Customer Service

Able to cultivate positive rapport and nurture relationships by offering service beyond expectation.

Operational Efficiency

Very good at ensuring and maintaining quality, open and flexible to changes, hands on experience in coordination and team building.


2002 - 2004


IBA, Dhaka University

IBA (Dhaka University) is considered and recognized as the number one and most prestigious business school in the country.

1997 - 2002

BA (Hons.) in English

Jahangirnagar University

Completed Honors in the second class from the Department of English of the University


Career developed in the field of Marketing, Sales and Customer Service with special emphasis on service Industry dealing with perishable inventory. Demonstrated outstanding performance in corporate sales, marketing and event management, customer service, negotiation, revenue analysis, and pricing strategy development. Recognized for outstanding work ethic, integrity, thoroughness and commitment to corporate goals.  Very successful in motivating and developing team members and exceeding bottom line expectations. Having very strong financial acumen creative in generating new revenue streams & maximizing revenues.


Chess, Economics, Recitation, Stock Market