1. Strategic Leadership: Partnered with senior management to align callcenter strategies with business goals, achieving 90% SLA adherence andmaintaining service uptime. Analyze call data to identify trends andimprove service quality.2. Efficiency Improvement: Implemented CRM processes that reducedprocessing time and increased data accuracy by 40%, enhancinginformation delivery and customer satisfaction.3. Cost Reduction: Introduced an IVR system and real-time SMSintegration, resulting in significant cost savings, faster service delivery,and enhanced accuracy of customer information.4. Performance Analysis: Conducted detailed call data analysis to identifykey trends, contributing to a 40% improvement in service quality andmore efficient resource allocation.5. Technical Management: Provided technical support for CRM, IVR,ACD, and other call center systems, reducing operational downtime by90% and ensuring consistent service quality.6. Portal Oversight: Oversaw MetLife Agent portal, ensuring data accuracyand operational efficiency through real-time data updates and SMSintegration, which reduced service delivery time.7. Prepare and present reports to senior management. Coach talent, fosterteamwork, and evaluate performance

1. Custom CRM Implementation: Developed and implemented custom CRM solutions for Nestlé and Coca-Cola Bangladesh, which improved system accuracy and enabled real-time data access, minimizing data retrieval delays.2. Project Leadership: Managed over 10 successful projects for high-profile clients such as Nestlé, Grameenphone, Robi, and United Hospital, achieving a 90% client satisfaction rate by delivering solutions that met or exceeded project expectations.3. System Optimization: Streamlined call center operations through data analysis, enhancing response times and decision-making capabilities, while reducing system errors.4. Software Maintenance: Led modifications and updates to call center software, ensuring minimal downtime and optimal system performance.5. Seamlessly integrated third-party tools and components into applications.6. Transformed customer requirements into meticulously crafted project plans.7. Bridged the gap between vision and action, ensuring project success.

• Carried out day-to-day duties accurately and efficiently.• Demonstrated respect, friendliness and willingness to help wherever needed.• Used coordination and planning skills to achieve results according to schedule.• Increased customer satisfaction by resolving issues.• Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting.