Name of the Organization: Grameenphone Ltd.Website: www.grameenphone.com Designation 1: Officer in Call Centre Duration: From Apr’09 to June’15• Involved in Closed Feedback Loop (CFL) as core member (CFL is a Telenor Group initiated project) & also an active Team member of Customer Journey Mapping (CJM);• Handled complains, inquires and requests of customers in a fast-paced, high-volume contact center;• Responded to customer quires & complaints & reflect on the insights using appropriate communication methods & tools, objectively listens to understands & represents customer feedback• Build a rapport with customers, proactively inform and sell VAS (value added) services • Ensured positive customer experience at every interaction, Contributes positively & productively• Anticipated customer needs & developed appropriate solutions, met all promises & commitments • Working as a project member in rollout of NPS project & measured customers’ satisfaction • Maintained targeted average handling time (AHT) and service quality index (SQI).• Achieved monthly targets of SQI, adherence and sales.

Designation 2: Customer Manager (Sales & Marketing) Duration: From Sep’07 to Apr’09• Identified potential partner for GP Loyalty programs & deal for the best facilities for STAR subscriber.• Retail profiling of Platinum, Gold, Silver and Reload points as per GP standard. • Coordinate STP activity and Supervise Service Attendants tasks for positive progress in CSI and ensure compliance standards as per BTRC and GP Compliance. • Operational support to the STP of SIM execution, troubleshoot and deal the technical issues. Also ---provide training to the SAs for new Campaign/Product information or faults in service process.• Selling of new connections and Electronic Recharge system (ERS),• Doing market research to identify market opportunities for new and existing products and services, • Evaluates the competitive environment and the positioning of products and services • Coordinates and participates in product development and management through initial product concept and testing to ongoing monitoring of market success.• Ensure all type of service delivery and sales reporting

Designation 3: Customer Manager ( Service, Marketing) Duration: From Feb’06 to Aug’07• Established Five (5) Grameenphone service desk in the rural area successfully.• Visit the POS area for educating, trade marketing and service solution.• Conduct many “Grahok Katha” event for the interaction & build strong relationship with customers.• Made informative and successful interaction with customers to increase customer and brand image. • Ensured Quality Sales and Service and maintain the rules & regulations set by BTRC & GP Compliance. • Provided support to Functional & Area Team to maintain & improve touch point performance.• Conducted Survey on customer feedback & planned task accordingly for positive customer experience• Participated in GP fair & major people gatherings to campaign company facilities & services. • Ensured smooth customer service at GP Service Touch Points (STP) of Dhaka- Region (27 STP)

Designation: Admin & Compliance Officer Duration: From Oct’03 to Feb’06 Duties:• Recruiting and maintains of workers file, work study, Follow up health and safety environment and also many compliance issues according to foreign buyer’s requirement, • Helped to Establish & maintain appropriate safety culture for the betterment within organization, • Ensure availability of first aid kits and fire extinguishers at all workplaces.• Ensure all types of lifting equipment’s, tools and tackles are inspected and checked.• Maintaining HR & HSE Manual, forms, formats, registrar and safety records.• Ensure safe operating instructions are available at workplace.• Resolved any complaint and queries and provided service as required when required • Developed the Automation and printing and design safe work & led the digital activities.• Built a rapport with other departments, proactively inform to maintain safe workplace based on their needs• Established Automation Software successfully into 6 factories.• Reports to Admin General Manager in day-to-day operations and tasks, Manage,• Establish Automation Software (Employee profile, Attendance and leave, Salary and overtime)• Conduct Safety and Automation training within staff, automation asst. and workers (almost 2000).• Prepare inventory and stock list and various task through MS office.• Preparing monthly plan and budget for factory, recruiting and maintains of workers file, • Follow up health & safety environment & compliance issues according to foreign buyer’s requirement, • Conducted various events like seminars, workshops. Training and Outing.