Md. Abu Taher Email & Phone Number

Nitol Niloy Tower (Level 6-12), Nikunja C/A, Airport Road, Dhaka-1229

Responsibilities:● Led a multidisciplinary team of Virtual Assistants, overseeing key service areas: E-Commerce, Bookkeeping, Real Estate Lead Generation, and Truck Dispatching.● Developed and implemented streamlined workflows and Standard Operating Procedures (SOPs) to enhance operational efficiency and ensure crossfunctional collaboration across service areas.● Acted as the primary point of contact for clients, managing communications, providing strategic updates, and delivering comprehensive performance reports aligned with client KPIs.● Ensured high standards of quality control through regular audits, compliance checks, and corrective actions to maintain service excellence across all processes.● Proactively identified and addressed operational challenges, using datadriven insights to implement solutions, manage risks, and ensure prompt issue resolution.● Conducted in-depth market, industry, and product research to stay updated on trends and integrate best practices into service delivery.● Managed administrative tasks, including maintaining accurate client records, overseeing financial reporting, and ensuring timely submission of invoices and deliverables.

Nitol Niloy Tower (Level 6-12), Nikunja C/A, Airport Road, Dhaka-1229

Responsibilities:● Monitored contact volumes, agent performance, and schedule adherence to ensure service level targets were met.● Optimized agent activities and staffing in real-time to improve response times and balance workloads.● Analyzed trends through real-time and historical reporting to enhance process efficiency and effectiveness.● Collaborated across departments to resolve issues quickly and align operations with business goals.● Developed and executed agent-based campaigns, adjusting skill priorities and resource allocation as needed.● Assisted in forecasting and scheduling based on historical data, ensuring optimal staffing across sites.● Maintained operational hygiene, handled resource management, and escalated system issues where necessary.

Gphousebashundhara, Baridharadhaka-1229

Responsibilities:● User acceptance testing (UAT) for product changes and campaigns.● Test and quality control related troubleshooting by aligning respective stakeholder.● Provide support for assigned daily operational activities and projects for different products.● Support the manager for testing and operating of system and portal.● Monitor digital media for improvements maintain database of industry campaign.

Gphousebashundhara, Baridharadhaka-1229

Responsibilities:● Ensuring proper management of resources (Work station, system tools & necessary access) to manage smooth operation● Maintain strong follow up for on time resource replacement and taking end user feedback● To ensure level 1 support, provide solution over the phone and visited operational floor on regular basis● Trigger incident details to concern stake holders timely● To keep smooth operation, visit stake holders operation on regular basis● Ensure all customer service agents necessary access of all necessary system tools

Gphousebashundhara, Baridharadhaka-1229

Responsibilities:● Capture customer's complaint● Providing one-stop customer service over phone to ensure positive customer experience● Proactively informing customers regarding products and services● Sell through inbound and outbound contacts● Capture customer insights and escalating critical issues● Maintaining targeted KPI on a regular basis● Enhancing Grameenphones’s brand image through serving customers complaint● Operating various computer applications.

Gphousebashundhara, Baridharadhaka-1229

Responsibilities:● Providing one-stop customer service over phone to ensure positive customer experience● Proactively informing customers regarding products and services● Sell through inbound and outbound contacts● Capture customer insights and escalating critical issues● Maintaining targeted KPI on a regular basis● Enhancing Grameenphones’s brand image through serving customers complaint● Operating various computer applications.

Gulshan Avenue

Master Of Business Administration (M.B.A.), Human Resources Management

Bachelor Of Business Administration (B.B.A.), Human Resource Management

H.S.C, Commerce

Arts & Photography Society

S.S.C, Commerce