o Led and managed a team of over 35 customer experience agents and executives of Inbound and Outbound Call Centers, Non-Voice Communication Team (Social Media, Web Chat & Web Ticket), Issue Resolution, Chatbot, QC, Training, and Order Management Team who are responsible for planning, executing, and evaluating customer experience operations, initiatives and projects.o Conducted customer journey mapping, usability testing, and data analysis to identify customer pain points, needs, and opportunities, and to measure customer satisfaction and loyalty.o Designed and implemented customer experience strategies and solutions, such as website and mobile app redesign, live chat and Chat bot creation and integration, customer feedback management, omnichannel optimization, workflow, KPI, JD, performance evaluation, and SLA, as well as overseeing process and operation design, automation, and implementation. o Collaborated with cross-functional teams, such as product, marketing, commercial, and logistics operations, to ensure alignment and integration of customer experience goals and activities.o Monitored and reported on key customer experience metrics, such as customer satisfaction score, net promoter score, customer lifetime value, churn rate, conversion rate, and average order value.o I increased alternative channel sales by implementing a POS System for the order management team and later by the roll-out to the entire team from 14% to 72%. I also reduced the cancellation rate from 39% to 14% through data analysis and removing key issues.o I oversaw end-to-end process automation of Issue Resolution, including Paperless Return Management, Department-wise automation system rollout as a Citizen Developer. o I also roll out Query Management Software and Chatbots in Web Chat and Social Media environments.o Prepared Business Requirement Document (BRD) as an eSLT member for UI/UX, Frontend and Backend Operation, Logistics Operation, Inventory Operations and CRM.

• Center Manager of Robi Walk-in Center in different branches- Bogura, Narayanganj & Khulna• Accomplished training and motivation toward other customer services personnel and also RSP service personnel to provide a high level of contribution to achieve given objectives.• Work in 9 walk-in center that gives a wide variety of internal and external customer interaction and scope to work with different personnel and business partners.• Wrote more than 5 manuals for internal and external communication on different technical topics.• Conduct Computer Training in different colleges in different parts of countries as CSR project of Robi.• Provide 3G & 4G Training in different service points in Northern Cluster.• Took part and project member of Robi-Airtel Merger and work on starting Robi Customer Service operation in Airtel Customer Care Center and vice versa through software integration and process thus awarded Merger Hero Crest.• Team member for implementing Huawei IN and Oracle CRM system in Robi by providing requirements to vendor and joining meetings with vendor & IT team.• Made operational gPlex software (enable WIC to make Outbound calls through software) among 76 WIC across the country through the process, mail, manual, and training through different mediums like on-site, phone, and remotely.• Continuously achieved the given target against each KPI from M2M and Y2Y.• Headed Customer Care and look after inventory of distributor physical & logical products through SAP.• Promoting standard culture at the workplace, monitoring & mentoring the team members’ activities, developing manpower plans, setting KPIs, organizing training programs & evaluating performance. • Service network expansion: identify untapped geographical spots to expand the service network.• Control and monitor quality customer service to ensure unique customer experience at RSP & RSD. • Rapport with local government, Autonomous, NGOs & other organizations to maintain good relations.

• Working as Head of the Branch of Robi Khulna Customer Care Center. • Robi Sheba Selection and roll out through training and logistic support.• Working as Head of Robi Re-Registration Campaign in Khulna and Barisal Division.• Make Forty-Eight (48 ) Robi Reward Partners in Khulna and Jessore Area.• Organize and provide Robi Sheba Partner training in the Khulna area.• KPI Assessment and provide training of service agents of the customer care center.

I have held a variety of positions within Walk-in Centers situated in Chittagong, Narayanganj, and Dhaka. Specifically, I have had the privilege of overseeing the Front Desk Executives at two prominent locations - the Nasirabad Customer Care Center and the Dhanmondi Customer Care Center. My responsibilities have been extensive, ranging from conducting SIM activation and provisioning activities to managing critical customers and handling payment correction activity. Additionally, I have played a key role in introducing GPRS manual handset configuration and providing comprehensive training and support to employees. In order to ensure seamless operations, I have also made frequent visits to dealers for selection in both Noakhali and Chittagong.

• Look after Sales of Feni, Noakhali & Laxmipur areas.• Provide Direct Customer Service.• Coordinate and communicate with the contractors, issue work orders, monitoring their work. • Responsible for taking cash, Demand Draft, Pay Order, issuing money receipts, deposit cash, and DD/ Pay Orders in the Bank.• Maintain Transactions, reconcile weekly bank statements & Customer handling over the phone and directly.• Official Correspondence, issuing letters to the subscriber, Direct Sales, Credit Monitoring.• Inventory Management, Sales and revenue monitoring, & other Administrative Tasks.