Tahmidul Bari (Faiaz) Email & Phone Number

Vancouver, Bc, Ca

Vancouver, British Columbia, Canada

1. Claims Resolution: Proficiently handling and supervising Trade and VIP customer claims by investigating their nature, verifying relevant information, and providing amicable solutions promptly with effective implementations.2. Fast Response and Resolution: Ensure swift responses to Trade and VIP customer claims and inquiries, manage the Trade Claims queue, and prioritize urgent cases with one-touch resolutions, aiming for On Time In Full delivery and quick resolution of all claims.3. General Customer Support: Provide comprehensive support to Trade and VIP customers regarding Product inquiries, Exclusive Trade programs, and Store policies, addressing their questions and concerns promptly.4. Proactive Problem-Solving: Employ proactive and creative approaches to reviewing and resolving claims, analyzing available data and information independently, and collaborating with the Production, Trade Logistics, Warehouse Trade Outreach, Trade Sales, and Trade Operations for expedited resolutions.5. Collaboration with Other Departments: Collaborate closely with internal teams such as Concierge Operations, Order Support, Trade Logistics, Trade Outbound Sales, Warehouse, and Production to ensure seamless claim resolution and customer satisfaction.6. Conflict Resolution: Utilize de-escalation techniques and problem-solving skills to reach amicable resolutions within store policies, delivering exceptional customer service experiences.7. Reporting: Compile weekly reports on trade claims to identify recurrence patterns and root causes, facilitating countermeasures to prevent reputational issues.8. Supporting the Team: Extend support to team members in claim resolutions, providing necessary information, and supervising their activities to ensure efficiency and effectiveness.

Vancouver, British Columbia, Canada

- Handled customer claims and issues efficiently and effectively which included investigating the nature of the claims, verifying relevant information, and finding appropriate solutions to resolve customer concerns.- Responded to customer claims and inquiries promptly, ensuring that all communications were handled on time which involved managing a queue of claims and prioritizing urgent cases.- In addition to handling claims, provided general support to customers who may have questions or concerns related to products, policies, or other inquiries.- Spearheaded own initiative while reviewing a resolution for a claim and implementing the appropriate resolution.- Developed a comprehensive understanding of the company's products, features, and specifications enabling to assist customers more effectively and provide accurate information.- Maintained detailed and accurate records of customer interactions, claims, and resolutions and used documentation for tracking trends and improving customer service processes.- Worked closely with various internal teams, such as customer service, logistics, and product development, to ensure smooth claim resolution and customer satisfaction.- Employed de-escalation techniques and problem-solving skills to reach amicable resolutions for the claims and providing remarkable customer service management experience.

Dhaka, Bangladesh

- Developed comprehensive Skill Matrix, Training Need Assessment, Training Materials, and Training Calendar aligned with the functional requirements and future fit journey of Leaf Operations.- Successfully executed Leadership and Soft Skills training sessions, ensuring On-Time In Full delivery, based on Skill Gap analysis and Leading IWS Phase 2 initiatives.- Collaborated with cross-functional teams to identify training needs and devised tailored training programs to address those requirements.- Designed training materials and resources, and conducted training sessions and workshops for employees at all organizational levels.- Monitored the effectiveness of training programs, making necessary adjustments to enhance their impact. Provided performance feedback and coaching to employees.- Conducted regular assessments and audits to measure the success and impact of training initiatives.- Managed 6 mln BDT annual budgets and allocated resources for Skills Development activities and initiatives, optimizing cost-efficiency.- Assisted in the recruitment and onboarding process of new employees, ensuring they received appropriate training and orientation.- Fostered a culture of continuous learning and skill development within the organization, promoting employee growth and development.- Spearheaded the global loss elimination pillar, implementing strategies and initiatives to drive significant efficiency improvements across international operations.- Provided remote support and coaching to teams in BAT Mexico and Croatia, facilitating the implementation of manufacturing best practices and processes- Led the Education and Training Pillar, overseeing skill assessment and qualification programs, developing training curricula and facilities, fostering self-directed learning, and initiating loss-linked training initiatives to enhance workforce capabilities and productivity.

Dhaka, Bangladesh

- Led a team of 8 employees and managed relationships with 27 third-party entities to ensure uninterrupted 24-hour energy supply to the Dhaka factory, enabling continuous operations- Successfully managed the national power crisis situation by optimizing generator runtimes through proactive engagement and effective planning with stakeholders- Analyzed energy and water Key Performance Indicators (KPIs) such as energy consumption, carbon emissions, water withdrawal, and recycling. Developed short-term and long-term sustainability strategies to align with global and regional goals. Was responsible for overseeing all electricity, water, and gas lines at the Dhaka Factory, as well as maintaining generators, transformers, compressors, vacuum systems, and other utility plants- Oversaw the budgeting, planning, and execution of various productivity, growth, and savings initiatives aimed at reducing energy and water consumption at the site- Managed the annual utility budget of 600 min BDT, aligning it with production forecasting and factory utilization- Facilitated Autonomous Maintenance and Progressive Maintenance initiatives under the Integrated Work Systems (IWS) framework in the Utilities department- Revamped and led the automation and digitalization of the Energy Conservation Daily Management System, driving actions to optimize energy and water consumption- Collaborated with Government entities, Procurement, Legal and External Affairs, Production, Finance, and EHS Team to ensure end-to-end operational excellence- Successfully passed the Global EHS Audit in 2022 leading Occupational Environment, Machine Safety, Air Emission, and Energy Management chapters from Utilities end- Led the implementation of the Digichill Project, a fully automated closed-loop intelligent energy management system, in collaboration with Siemens India Team. This initiative resulted in a remarkable 43% energy savings and digitalized the data collection process for all energy metrics

Dhaka, Bangladesh

- Led and supervised a manufacturing line team comprising 50+ employees, including both management and shop floor personnel. Ensured strict adherence to manufacturing processes and achievement of production targets through proactive forward production and maintenance planning. Developed action plans to eliminate top losses- Developed a strategic master plan for the internal team and Secondary Manufacturing Department. Launched and deployed the Equipment Owner Playbook in the factory areas. Facilitated the AM Step 4 Journey for SMD, applying Process Knowledge, Process Transformation Analysis (PTA), Loss Map, Loss Matrix, and Work Point Analysis (WPA) methodologies- Coached teams and individuals to enhance their knowledge of Manufacturing processes, standards, and leadership skills, demonstrating strong organizational leadership qualities. Enabled the multidimensional team to achieve benchmark results in efficiency, runtime, quality, wastage reduction, cost, and safety. For example, Module 31 achieved record-breaking efficiency, runtime and wastage reduction rate- Ensured the correct adherence to Daily Management Systems and fostered people's capability development in the Autonomous Maintenance Journey. Acted as the owner of Daily Directional Settings and Health-checks for all manufacturing processes- Led the continuous improvement journey from the front by introducing various Kaizens, new standards, and initiatives aimed at optimizing efforts and reducing costs- As an integral part of the Autonomous Maintenance (AM) Pillar, revamped the Centerline (CL) Daily Management System (DMS) as the Site DMS Owner. Developed the DMS Scorecard and Masterplan and introduced the Reference CL concept, implementing it across all production lines- Led the implementation of High Performing Organization (HPO) Principles by conducting multiple training sessions and qualification processes. Additionally, created new trainers through the HPO Train the Trainer (ToT) Program

Dhaka, Bangladesh

- Managed a team of 150+ unionized employees and supervised 6 managers during shifts, ensuring the planned finished goods were delivered with maximum efficiency and effectiveness. Prioritized right quality, safety, minimal wastage, and cost-effective manufacturing- Conducted performance appraisals for 50+ unionized employees over 3 consecutive years and trained leaders in setting performance objectives- Led and empowered a high-performing team to achieve Factory goals by facilitating technical and process knowledge. Enabled technicians to develop logical and scientific solutions during troubleshooting. Conducted multiple Root Cause Analysis exercises, empowering team leaders and technicians to devise effective countermeasures- Devised long-term manufacturing strategies and master plans in collaboration with department managers. Worked directly with top team members to execute strategies, measure progress, and share results- Identified actionable insights by analyzing data related to top losses, making critical decisions in complex situations, and influencing team strategy through effective communication. Ensured adherence to manufacturing processes and offered on-the-job coaching for the employees and team leaders on processes and systems- Advocated for overall Factory performance by collaborating with other stakeholders, managing resources, and making scalable decisions for greater benefits. Drove Factory wastage reduction initiatives and ensured 100% product delivery accuracy with stringent quality control measures- Implemented effective shift governance by overseeing data reporting, tracking and following up on shift administrative activities such as crewing, production target monitoring, and taking proactive actions to meet and exceed targets. Maintained open and clear communication with the team regarding daily actions and targets, and allocated resources promptly to address troubleshooting in the factory, demonstrating swift decision-making skills.

Dhaka, Bangladesh

- Tracked and facilitated the deployment of Autonomous Maintenance Steps 1, 2, and 3 across different manufacturing lines. Conducted step audits, coached team members, and initiated continuous process improvements following the Plan, Do, Check, and Act approach- Developed a standardized matrix for identifying Sources of Contaminations and Hard to Reach areas throughout the factory. Drove the re-application of various standards across the Manufacturing Department by implementing the Re-Application Matrix- Played a key role in implementing Change Management and trained leaders on the deployment of Autonomous Maintenance Steps 1-3. Conducted multiple workshops on Work Point Analysis (WPA) and Product Transformation Analysis (PTA) to enhance team capabilities in these critical areas- Devised comprehensive wastage management strategies and quality improvement initiatives aimed at reducing customer complaints. Introduced corrective action and preventive action (CAPA) methods to address root causes of issues and prevent recurrences- Developed necessary documentation and administrative activities to support wastage reduction and quality improvement efforts, ensuring compliance with industry standards and regulations- Implemented effective tracking and reporting mechanisms to monitor the progress of wastage reduction and quality enhancement initiatives, enabling data-driven decision-making and continuous improvement- Demonstrated exceptional project management skills by effectively leading a multidisciplinary team, from budgeting and setting clear targets to fostering team development, all while adhering to strict deadlines. Successfully delivered short projects involving quantitative analysis, collaborating with cross-functional teams to address critical business situations through analytical problem-solving- Led cross-functional teams to analyze customer complaints, identify trends, and implement solutions to enhance product quality and customer satisfaction

Podlaskie District, Augustow County, Poland

- Successfully deployed Integrated Working System (IWS) and Lean Manufacturing methodologies, in conjunction with the Run to Target (RTT) concept, in a pilot module (SP13) within Mini Factory E of the Secondary Manufacturing Department at BAT Poland's Augustow Factory- Standardized Shift Daily Directional Setting (DDS) procedures by developing the Current Best Approach (CBA) via the DDS Board. Conducted in-house training sessions on the Daily Management Systems (DMSs) for employees, integrating them into various manufacturing processes and performing periodic health checks- Formulated a 90-Days Action Plan and Module Master Plan based on a review of top loss areas. Initiated several measures that resulted in a remarkable 5.1% increase in Overall Equipment Effectiveness (OEE) and a 1.3-minute improvement in Mean Time Between Failure (MTBF) over a three-month period.- Provided coaching to the team on Servant Leadership and IWS principles, employing a combination of regular classroom training and on-the-job sessions to enhance leadership skills and promote a culture of continuous improvement- Developed and implemented robust Daily Management Systems (DMSs), covering Cleaning, Inspection, Lubrication standards, and Centerline procedures, enhancing process control and operational efficiency- Crafted systematic methodologies for defect finding and handling, quality incident elimination for quality faults, Environment Health and Safety (EHS) incident prevention, and breakdown elimination, bolstering overall product quality, safety, and operational continuity- Collaborated seamlessly with production teams, providing dedicated support to achieve peak efficiency, runtime optimization, waste reduction, and rigorous quality assurance. Ensured adherence to manufacturing principles through the successful implementation of new processes and ongoing team development initiatives in the Poland Factory

Dhaka, Bangladesh

- Leveraged Office Administration and Maintenance Management skills to enhance Cell-4's overall efficiency (OEE) by an impressive 5%. Employed Total Productive Maintenance (TPM) principles, utilizing Data Engineering expertise to identify and prioritize Loss Elimination opportunities through tools like UPS, 6W2H, and Why-Why Analysis - Applied Strategic Thinking to lead root cause problem-solving initiatives, coaching the team in systematic loss elimination, utilizing Root Cause Analysis techniques - Demonstrated Total Productive Maintenance (TPM) skills by obtaining certification as a regional UPS (Unified Problem Solving) Silver level trainer. Successfully conducted two UPS sessions at the Dhaka Factory and facilitated Product Transformation Analysis (PTA) and Autonomous Maintenance (AM) workshops. Additionally, co-facilitated a Local UPS Workshop for the factory managers and employees- Employed Operational Excellence strategies to streamline processes, optimize maintenance, and ensure the highest possible efficiency. Utilized Training and Development (HR) expertise to develop teams on world-class manufacturing processes, promoting Accountability through Standardization and Documentation - Effectively managed Vendor relationships and coordinated projects by combining Project Coordination and Supervisory Skills. Additionally, exercised People Management skills to drive Business Process Improvement initiatives, fostering a culture of Continuous Improvement within the organization- Demonstrated Team Leadership by leading cross-functional teams to enhance product development and quality through Design Thinking methodologies. Championed Change Management and Strategic Leadership to align the team with Strategic Planning objectives, emphasizing Persuasive Presentations to communicate progress effectively- Utilized Root Cause Analysis skills to create loss tree based on top losses identification by conducting daily, weekly, and monthly technical meetings

Dhaka, Bangladesh

- Managed a team of 50+ unionized shop floor employees in SMD production, along with master technicians, maintenance teams, and contractual workers, ensuring on-time product delivery according to production plans.- Implemented continuous manufacturing performance improvements in machinery efficiency, product quality, safety, and product cost by closely monitoring manufacturing systems, procedures, and process controls.- Identified training needs and organized technical and process training for unionized employees and managers, maintaining consistency in performance appraisal methodology across all shifts.- Established effective communication channels to facilitate timely information sharing among teams and fostered relationships with cell team and shift team managers for consistent management practices.- Led, coordinated, and controlled new initiatives, changes, and routine operational activities to drive continuous improvement in technical aspects and process adherence.- Managed and implemented various equipment performance improvement studies, considering key performance indicators (KPIs), and ensured timely execution of equipment maintenance activities to maintain operational efficiency.- Successfully delivered a complex project involving the installation of a new machine (Maker, Packer, Link-Up) from the manufacturer, ensuring proper installation processes and efficient production, while collaborating with external and internal stakeholders.- Completed a short assignment in BAT Poland factory, providing support to improve the performance of Focke Technology (Cig Packer Technology).- Collaborated and coordinated with cross-functional teams, including Quality, Maintenance, Warehouse, Supply Chain, EHS, Procurement, HR, Senior Management, and other stakeholders, to ensure seamless production management. Achieved zero unplanned downtime, maximized efficiency, and upheld rigorous standards and processes within the factory.

Bachelor Of Science (Bsc), Electrical And Electronic Engineering

Activities and Societies: IUT Debating Society (Debater, Organizer) IUT Music Club (Singing, Anchoring)Acquired the BSc in Engineering.

Higher Secondary School Certificate (Hsc), Science, 5.00

Activities and Societies: Notre Dame Debating Club (NDDC), Notre Dame Cultural Club Club (NDCC)

Secondary School Certificate (Ssc), Science, 5.00

Activities and Societies: Debating Club of the Laboratorians (DCL), Quiz Club of the Laboratorians (QCL), Cultural Activities