Md. Abul Basher Email & Phone Number

66, Progoti Sharani, Baridhara J Block, Dhaka 1212, Bangladesh

• Strategic Planning: Develop and execute integrated CRM, brand communication, and digital marketing strategies.• CRM Management: Lead the development and implementation of CRM initiatives, including customer segmentation, lifecycle management, and personalized communication strategies.• Brand Communication: Oversee the development of brand messaging, positioning, and communication strategies across various channels and touchpoints.• Digital Marketing Strategy: Drive the development of comprehensive digital marketing strategies encompassing SEO, e-commerce, social media, email marketing, and content marketing.• Customer Experience Enhancement: Collaborate with cross-functional teams to enhance the overall customer experience through personalized communication, seamless interactions, and value-added services.• Data Analysis and Insights: Analyze customer data, market trends, and digital marketing metrics to optimize marketing campaigns and identify growth opportunities.• Technology and Tools Integration: Evaluate and implement CRM platforms, marketing automation tools, and digital analytics solutions.• Content Strategy and Development: Lead the development of interesting and relevant content tailored to various digital channels and audience segments.• Performance Monitoring and Optimization: Monitor key performance indicators (KPIs) related to CRM, brand communication, and digital marketing efforts.• Team Leadership and Development: Provide leadership, guidance, and mentorship to the CRM, brand communication, and digital marketing teams.• Partnership and collaboration: Establish and maintain partnerships with external agencies, vendors, and digital platforms.• Compliance and Risk Management: Ensure compliance with relevant regulations, privacy policies, and industry best practices.

Major Role & Responsibilities: • Being responsible for increasing customer relationships and commercial leads and reporting to the Develop and supervise CRM software (customized) to manage customer relationships in a structured manner.• Create customer journey automation, testing, and optimization were performed together with CRM System setup, data migration, 5-digit short code acquisition from BTRC, and integration to CRM System.• Managing the call center's day-to-day operations, including locating equipment, efficiently allocating resources, and putting call center strategy and operations into place.• Created and put into practice relational tactics to boost client loyalty.•Create a CRM strategy and plans based on consumer and competitive information, market development, and growth patterns.• Launch, create, and put into action a segment strategy and CRM plan to draw in and keep customers and boost the value of current ones.• Assesses the best data architecture to be implemented, identifies components, and is aware of the most important technical requirements• Increase the productivity of direct sales and support services by defining and implementing a plan for the integration and automation of sales and service processes for corporate clients.• Establish and enhance data flows between the CRM application and other systems.• Oversee the daily operations of the customer service representatives who provide technical assistance to the customers.• Creating and implementing action plans to address the deficiencies in collaboration with the sales department, factory, and distribution channel.• Pay attention to recordings of customer service personnel in action and use the recordings to improve training or make necessary corrections.• Provides CRM representatives with training on new offerings for products and services and specific sales and promotions.

62, East Hazipara, Dit Road Malibag,Dhaka-1219

 Develop & Supervision CRM Software (customize) to function customer service systematically. Managing the daily running of the Call Centre, including sourcing equipment, effective resource planning, and implementing call center strategies and operations. Monitoring Tele sales, Online sales & Email Marketing. Analyzing the customer service database, statistics, or other data to improve the level of customer satisfaction. Solved all the major and escalated customer complaints that the subordinates could not solve earlier. Created Standard Operating Process (SOP) & Systematic Process to measure customer requirements and enhanced the customer satisfaction measurement process. The Major Obligation to Manage Customer Relationship. The primary responsibility lies in satisfying the most annoyed customers through effective after-sales service. Monitoring customer satisfaction, Promoting the company's products and services, Training customer service representatives & improving customer service policy in coordination with HR. Phone calls to customers for satisfaction feedback & surveys. Evaluate customer service goals on a monthly basis CSL information and recommendations to management for next plans and assessment. Oversee the daily activities of Customer Service representatives who provided technical support to the customers. Preparing and completing action plans in coordination with the Sales department, factory & distribution channel to resolve the lacking Communicating courteously with customers by telephone, email, letter, and face-to-face.

Plot-12, Block-Cws (C)Gulshan South Avenue, Gulshan 1,Dhaka-1212

Major Responsibilities:• Evaluate customer service goals every week. CSL information and recommendation to management for next plans and assessment; • Preparing and completing action plans in coordination with the Sales department, factory & distribution channel to resolve the lack.• Monitoring System-related activities generated by SAP (Systems Applications and Products in data processing) Especially SD & FI Modules.• Oversee the daily activities of customer service representatives who provide technical support to the customers.• Analyzing the customer service database, statistics, or other data to improve the level of customer satisfaction.• Solved all the major and escalated customer complaints that the subordinates could not solve earlier.• Communicating courteously with customers by telephone, email, letter, and face-to-face.• Learning about the organization’s products or services and keeping up to date with changes.• Meeting with other managers to discuss possible improvements to customers.• Keeping accurate records of discussions or correspondence with customers.• Liaising with other internal departments, such as sales and distribution• Developing feedback or complaints procedures for customers to use.• Improving customer service procedures, policies, and standards.•Training staff to provide on-the-spot solutions by the prompt services.

House - 25, Road - 34, Gulshan - 2, Dhaka - 1212. Bangladesh.

1.Correspondence with the foreign client regularly as per their specific requirement.2.Communicate with people as per the specific requirement of the client.3.Satisfy the client by providing the best employees.4.Satisfy the candidate by providing him the best opportunity.5.Support the marketing manager, and other colleagues.

Master Of Business Administration (Mba), Marketing

Bachelor’S Degree, Language & Literature

H.S.C, Humanity

High School, Humanity