Mohammad Sazzad Rahman Khan Email & Phone Number

Dhaka, Bd

Gulshan, Dhaka, Bangladesh

1. Forecasting: I am responsible for creating accurate and timely forecasts of call volume for different customer segments. This involves analyzing historical data, identifying trends and patterns, and developing forecasts based on various assumptions and scenarios.2. Invoicing: I oversee the invoicing process for Robi Axiata, ensuring that all invoices are accurate, complete, and delivered on time. I work closely with internal teams and external customers to resolve any issues related to invoicing.3. Research and Analysis (R&A): As part of my role, I conduct research and analysis on customer behavior, market trends, and other factors that can impact our business. Through this work, I identify opportunities for growth and recommend strategies to improve our performance.4. Performance Analysis: I conduct daily, weekly, and monthly analysis of performance across various metrics, including call volume, customer retention, and market share. Through this analysis, I identify areas where we can improve our performance and find opportunities for growth.5. Data Analytics: I collaborate closely with our data analytics team to leverage data and insights that can inform our decision-making. We work together to identify trends and patterns in customer behavior, revenue streams, and other key metrics, and use this information to develop new ideas and innovative strategies for the company.6. Innovation: I am committed to driving innovation and continuous improvement at Robi Axiata. I am passionate about leveraging data to inform decision-making and believe that the insights we gain through analysis and innovation can help us achieve our goals and deliver greater value to our customers.7. Reporting: I create and maintain a range of reports related to call volume, customer behavior, and other key metrics. These reports are used to inform decision-making at the executive level and to communicate our progress to stakeholders within the organization.

Dhaka, Bangladesh

As a Deputy Manager, my primary responsibility was to oversee the Management Information Systems (MIS) and Workforce Management (WFM) teams. I managed 20+ processes, ensuring that all daily reporting and performance analysis was completed accurately and efficiently.My work scope included the following tasks:• Developing and implementing MIS and WFM strategies to improve process efficiency, productivity, and quality• Monitoring and analyzing daily, weekly, and monthly performance reports to identify trends, patterns, and areas for improvement• Creating customized dashboards and reports to track key performance indicators (KPIs) and metrics for different processes• Coordinating with cross-functional teams to ensure that data input and output were accurate and timely• Identifying process gaps and inefficiencies and implementing corrective actions to improve overall process performance• Managing and mentoring a team of MIS and WFM analysts to ensure their professional development and performance goals were met• Liaising with clients and internal stakeholders to gather requirements, resolve issues, and deliver projects on time and within budgetOverall, my role as a Deputy Manager at [Name of BPO Company] was instrumental in streamlining processes and improving performance across multiple functions. My experience and expertise in MIS and WFM make me a valuable asset to any organization looking to optimize their operations and achieve business objectives.

Rajuc Trade Center, (4Th Floor) Plot No-4 & 5, Faruque Sarani, Road Nikunja (Utt

• Supervised and mentored team members: Oversaw the work of team members, provided guidance and feedback to improve their skills and performance, and ensured that they met their targets and deadlines.• Implemented process improvements: Analyzed existing workflows and identify opportunities to streamline processes, reduce costs, and improve efficiency. Implemented changes to optimize operations and improve outcomes.• Ensured efficient workflow: Managed schedules, assigned tasks, and monitored progress to ensure timely delivery of projects. Collaborated with cross-functional teams to ensure smooth workflow and seamless coordination across departments.• Conducted regular performance evaluations: Conducted performance evaluations, provided feedback, and developed action plans to address areas needing improvement. Recognized high-performing employees and provided coaching and development opportunities to support career growth.• Monitored and analyzed key performance metrics: Monitored key performance metrics such as productivity, quality, and customer satisfaction. Analyzed data to identify trends and areas for improvement, and developed action plans to address issues as they arose.• Liaised with clients and internal stakeholders: Worked closely with clients and internal stakeholders to gather requirements, manage expectations, and ensure timely delivery of projects. Built strong relationships with clients, identifying opportunities for upselling and cross-selling.• Developed strong leadership and communication skills: As an Assistant Manager, I developed strong leadership and communication skills, which enabled me to motivate and inspire team members, manage complex operations, and deliver results that met or exceeded business objectives.

Mascot Plaza, House Building, Uttara, Dhaka 1230

• Created daily reports for 5+ processes: Utilized Excel, SQL, and other data analytics tools to extract and analyze data, and created accurate and comprehensive reports that provided insights into key performance metrics, including productivity, quality, and customer satisfaction.• Conducted daily reporting and performance analysis: Analyzed data to identify trends, patterns, and areas for improvement, and provided recommendations to management and clients. Collaborated closely with cross-functional teams to ensure seamless coordination across departments.• Identified areas for improvement to optimize operations: Utilized data analysis and reporting to identify process inefficiencies and bottlenecks, and made recommendations to improve workflow, reduce costs, and improve outcomes.• Collaborated with cross-functional teams: Worked closely with operations, quality, training, and other cross-functional teams to develop and implement solutions to address issues and improve outcomes.• Developed expertise in data analysis and reporting: Developed a deep understanding of data analytics tools and techniques, and leveraged this expertise to create accurate and comprehensive reports and dashboards that provided valuable insights to management and clients.• Excelled in fast-paced, dynamic environments: Demonstrated the ability to work effectively under pressure, manage multiple projects simultaneously, and deliver results that met or exceeded business objectives.Overall, my experience as a MIS and WFM Executive at [Name of Company] has equipped me with the skills and knowledge needed to excel in data analysis, reporting, and process optimization roles. I am confident in my ability to work collaboratively with cross-functional teams, leverage data analytics tools and techniques to drive insights and recommendations, and deliver results that contribute to the success of the business.

House: 71, Road: 7, Sector: 4, Uttara, Dhaka-1230

As a Team Leader, I managed the Inbound and Outbound teams, conducted daily reporting and performance analysis, identified areas for improvement for agents, and presented performance updates to the management team.My responsibilities included coaching and mentoring team members to meet and exceed performance targets, monitoring calls and providing feedback to improve quality, analyzing data to identify performance trends and issues, and developing and implementing strategies to improve the team and individual performance.Through my role as a Team Leader, I gained extensive experience in managing people, driving team performance, and developing effective strategies to improve customer satisfaction, productivity, and quality.Key highlights:• Team Management: Successfully managed Inbound and Outbound teams by providing coaching, feedback, and development opportunities to improve individual and team performance.• Performance Analysis: Conducted data-driven analysis to identify performance trends and areas for improvement, and provided recommendations to the management team to optimize operations.• Agent Improvement: Identified areas for improvement for agents and developed strategies to improve outcomes, drive performance, and achieve business objectives.• Stakeholder Communication: Presented regular performance updates to senior management and collaborated with cross-functional teams to develop and implement effective strategies.• Customer Satisfaction: Leveraged data and insights to develop effective strategies to improve customer satisfaction, productivity, and quality.Overall, my experience as a Team Leader has equipped me with the skills and knowledge needed to excel in people management, data analysis, and process optimization roles. I am confident in my ability to work collaboratively with cross-functional teams, develop and implement effective strategies, and deliver results that contribute to the success of the business.Top of Form

As a Customer Service Manager at GrameenPhone Ltd., my main responsibility was to serve incoming calls and provide exceptional service to our customers. I was responsible for solving customer problems, responding to their queries, and capturing their requests in a timely and efficient manner.My role also involved serving customers with proper guidelines, maintaining service quality, and conducting cross-selling and up-selling activities to maximize revenue. I assisted customers in navigating our products and services, resolved their complaints, and ensured their overall satisfaction.Key highlights of my experience include:• Customer Service: Providing exceptional customer service by responding promptly to inquiries and resolving problems in a timely and professional manner.• Service Quality: Maintaining service quality standards by monitoring calls, conducting regular training sessions, and providing feedback to customer service representatives.• Cross-Selling and Up-Selling: Conducting cross-selling and up-selling activities to increase revenue and maximize customer satisfaction.• Product Knowledge: Acquiring in-depth knowledge of products and services to assist customers in making informed decisions.• Complaint Resolution: Resolving customer complaints in a calm and professional manner and ensuring customer satisfaction.Overall, my experience as a Customer Service Manager has equipped me with the skills and knowledge needed to excel in customer service and sales roles. I am confident in my ability to provide exceptional customer service, optimize revenue, and contribute to the success of the business.

Bachelor’S Degree, Chartered Certified Accountancy, A

High School, Business/Commerce, General, 3.80

Activities and Societies: Cultural Prefect

S.S.C, Accounting, 3.88

Secondary School Certificate