Leading a Team of 19 members and ensuring that voice agents respond to consumers’ calls properly within the suggested guidelines. Keeping track of responses that are provided by social agents through Sprinklr.Setting action plans for agents based on their aptitudes to meet monthly targets. Conducting one to one meetings with agents to let them know their progress. Making sure that all the agents are kept informed of company legislation, new working practices, and technological changes. Performing quality checks, develop and review performance reports, categorize areas to progress, and implement measures to develop performance levels. Forwarding complaint cases to the Concern Department and keep tracking the progress until the case is solved. Scripting up correspondence that is to be referred to consumers. Communicating with the Brand Manager to get updated information regarding new products or campaigns.Preparing salary sheet required performance report assigned by the supervisor. Handling figures, statistics of productive data, and submit monthly reports to the supervisor. Attending weekly meetings with Supervisor to review improvement and any complications.Managing cloud-based CRM Salesforce to track (in real-time) analytics, customer success, and support, customer complaints.

Managing Social Media Query through Hootsuite for 29 brands of Unilever Bangladesh Ltd.Updating unanswered queries through google drive on a daily basis. Rechecking and making corrections to the query, auto responded by ALICE BOT for various brands.Crafting the optimal solutions asked by the consumers and reporting to the Project Manager through webmail instantly.Transcribing the outbound calls reporting of consumers complains twice in a month.

*Conducting 16 classes/week as per the lesson plan and evaluating Class tests, Quiz and Term Exams.*Lead team when AC or In charge were away or on sick leave. *Managed daily reporting through Class Tune Software.

*Client Management*Maintained and rearranged the whole academic schedule as per provided timeline.*Maintained the accounts. *Created 360-degree development experiences for the student and continuously fulfilling the objectives and targets.

*Provided overall organization program summary.*Supervise and coordinate the ongoing project and program.*Worked as a mentor and a team-lead for my team.

General Banking Division- *In Front Desk, the major responsibilities were Cheque and Pay Order related issues.*In Clearing House, the major responsibilities were supple checking, providing information to the client about cheque dishonor or pass, UV test and so on.