Akib Alam Email & Phone Number

6, Praasad Trade Center, Kamal Ataturk Ave, Dhaka 1213

In my role as a Customer Success Operations Coordinator, I’m responsible for guiding new customers through the onboarding process, ensuring a smooth transition and a positive start with the service.● Addressed and resolved customer inquiries and issues through various communication channels.● Built and maintained strong relationships with customers to foster loyalty and ensure long-term satisfaction.● Educated customers about product features and functionalities to help them maximize the value of the service.● Conducted regular check-ins with customers to identify potential issues and offer solutions proactively.● Gather customer feedback and insights to contribute to product and service improvements.● Worked closely with Network operations center, Payment, Fraud, Sales, Marketing, Partner Support and Product departments to ensure a cohesive approach to customer success.● Analyze customer data to identify trends, opportunities for improvement, and potential upsell or cross-sell opportunities.● Maintained accurate records of customer interactions and issues using CRM systems.

Castle Noor, 23 Shah Makhdum Ave, Dhaka 1230

As a Customer Support Coordinator, I'm here to maintain platform functionality, foster positive client-contractor relationships, and ensure everyone's experience is as seamless as possible.● I serve as a crucial link between clients and independent contractors on the Field Nation platform.● My focus is on ensuring a smooth and efficient experience for everyone involved.● Guide clients in posting their projects, address their inquiries, and resolve any issues they encounter.● Assist contractors in setting up their profiles, navigating project applications, and facilitating communication with clients.● Step in to resolve conflicts and disagreements, ensuring fair and satisfactory resolutions.● Monitor and maintain the quality of work, ensuring client satisfaction.● Foster effective communication among all parties, keeping them informed about project updates.● With my service, I have maintained a CSAT score of 94%.● Have responded to customer queries in each ticket/case within a very short time and provided resolution.

Sector 10 , Road#13 Ranabola Ave , House -55 Uttara Dhaka -1230, Dhaka 1230

Served as a Team Lead, I'm dedicated to supporting and guiding my team to success, resolving issues, and providing training and coaching to help them excel in their roles.● I'm responsible for training and coaching team members to help them improve their skills and performance.● Handle escalated issues, providing solutions and guidance to resolve complex problems.● Work with my team to help them enhance their performance and achieve their goals.● In my term of leadership, the sales ratio has increased by 33%.● Supervised and mentored over 40 multidisciplinary team members.● I lead by example and inspire my team members to do their best.● Also conduct briefings for my team as instructed by higher authorities to ensure everyone is on the same page.● Handle overflow calls when the workload demands it, ensuring smooth operations.

Sector 10 , Road#13 Ranabola Ave , House -55 Uttara Dhaka -1230, Dhaka 1230

Designated as a Senior Customer Relationship Executive, I have consistently exceeded sales expectations and provided valuable support to clients on key campaigns. I was promoted to this role within 06 months of joining the company as a Customer Relationship Executive. I have a proven track record of success in sales, consistently ranking at the top of the Sales List and meeting or exceeding monthly sales targets. In my 11 months, I have been a top seller 08 times.Campaigns I've Worked In-● Medicare Supplement: I've successfully worked on campaigns related to Medicare Supplement plans, helping clients navigate their options effectively.● Social Security Disability Insurance (SSDI): I've assisted clients in understanding and obtaining Social Security Disability Insurance benefits, providing crucial support during challenging times.● Debt Settlement: I've been involved in campaigns related to debt settlement, helping individuals manage and reduce their financial burdens.● Final Expense: I've contributed to final expense campaigns, assisting clients in planning for end-of-life expenses and securing the necessary coverage.● Health Insurance (Under 65): I've played a key role in helping individuals under the age of 65 find suitable health insurance coverage tailored to their needs

Apartment: B-5, Plot: 8, Road: 2/B, Block: J, Dhaka 1212

As a Telesales Executive, my mission was to provide exceptional customer service, address individual customer needs, and ensure they had all the necessary information to make informed decisions in these specific campaigns.● Directly contributed to a 15% increase in customer retention.● Supported with booking appointments for MCA & REI, securing 5 bookings per day.● Completed 750+ targeted outbound telephone calls per day to an assigned base of new and existing customers to achieve 12%.● Initiated contact with new customers and prospects to establish needs and qualify them to progress the sales process.Campaigns I've Worked In-● Merchant Cash Advance (MCA): I actively participated in campaigns related to Merchant Cash Advance, where I assisted clients in understanding and accessing this financial solution to support their businesses.● Real Estate Investment (REI): I was involved in campaigns focused on Real Estate Investment, where I engaged with clients interested in real estate opportunities and provided them with valuable insights and information.

Nitol Niloy Tower, Plot 42 & 69 Nikunja North, C/A Tongi Diversion Rd, Dhaka 1229

As a Customer Support Executive, my focus was on delivering excellent customer service and ensuring that my customers' SIM-related problems were promptly and satisfactorily resolved.● Achieved a 92.7% satisfaction rate across 100+ customer surveys.● Used excellent telephone manners to optimize customer experience, cutting complaints by 19.4%.● Delivered exceptional service through proactive problem-solving and tailored product offerings.● I was dedicated to assisting customers with the Grameenphone process.● My primary responsibility was to address and resolve any issues or concerns that customers had with their SIM cards. I took proactive steps to understand the problems they were facing and then provided effective solutions.

Society, House#17, Road#1, Block#B Niketon Housing, Dhaka 1212

My role as a Housekeeping Coordinator was vital in maintaining a welcoming and comfortable environment for our guests by managing both the housekeeping team and the condition of the hotel rooms.● Prepared rotas to create stable team coverage and meet hotel guest needs.● Implemented consistently high standards of cleanliness to facilitate excellent customer satisfaction.● Actioned customer feedback to improve satisfaction ratings.● Evaluated employee performance and developed improvement plans, maximizing team efficiency.

Bachelor Of Science - Bs, Computer Science & Engineering

Hsc, Science

Ssc, Science