• Develop CX strategy and vision focusing on the customer journey and experience.• Manage end‑to‑end processes for customer‑centric initiatives (CSAT, VoC, and User Research).• Build and manage a team of customer experience specialists that has expertise in customer experience journeys.• Ensure that the team works in collaboration with other business functions, and delivers end‑to‑end customer experience across stages,channels, and touchpoints in the customer journey.• Interact and proactively advocate with high level management for solutions and managing customer escalation processes.• Work effortlessly with a cross‑functional team and manage their priorities that ensures timely execution and deliveries.• Manage and monitor staff to ensure high levels of customer service.• Create service evaluation forms, make CSAT survey forms to get proper insight.• Administer NPS surveys to gain insights into customer preferences and improve retention rates.• Design and execute rNPS programs that yield exceptional results, resulting in a 5% increase in NPS scores and a 15% boost in customerretention rates.• Evaluate calls and digital services of agents to ensure service quality and follow‑up with a low scorer of QA.• Identify the development area of the existing employee.• Participate in special projects or perform duties in other areas as requested.• Drive customer retention, reduce churn, and increase customer satisfaction.• Conduct basic training, orientation, technical and sales training and design training module.• Make comparison reports and improve the number by monitoring the performance of the team.• Establish a brief SOP to serve the clients in a prompt manner.• Channelize the man power as per their ability.

• Led the Issue Resolution department to ensure high levels of customer service.• Handled legal issues and resolved service problems using independent judgment.• Managed personnel and their performance appraisals.• Actively participated in recruitment and selection process.• Provided training, coaching, and guidance to the team members.• Participated in special projects or performed duties in other areas as requested.• Administered NPS surveys to gain insights into customer preferences and improve retention rates.

Conducted 12 orientations for newbies.• Designed training module, provided 102 basic training, and 16 technical and sales training for existing employees.• Handled legal issues and resolved service problems using independent judgment.• Engaged in designing and maintaining “CS Portal “an internal website for all channels of customer services to improve service smooth‑ness and efficiency.• Made 204 quizzes for the executives to identify the knowledge level.• Created service evaluation forms, made NPS survey forms to get proper insight.

• Evaluated calls and digital services of agents to ensure service quality.• Followed up with low scorer of QA and quiz.• Identified the development area of the existing employee.• Arranged training to improve the product and service knowledge.

• Catered to customer’s critical issues regarding legal threats (voucher, B2B).• Solved the problems of Social Media complaints.• Worked with errors, cancellations, return and refund.• Provided instant CS support to maintain the supply chain and delivery fleet on emergency issues.

• Conducted 2080+ (per week 20) NPS and 3120+ (per week 30) bad review survey activities with the customers.• Worked with bKash and port‑wallet payment gateway activities to confirm pre‑paid orders.• Placed B2B orders and took care of their issues.• Escalated critical issues / complaints to the relevant department and provided feedback as per the resolution.

• Provided one‑stop quality Customer Service, lodged complaints of the customer according to the problems.• Provided offer updates to the customers.• Conducted around 1300 + NPS survey to increase the service quality.

Monitoring and supervising overall Production workflow.