Md Mohi Uddin Email and Phone Number
9 years of experience in Data Analysis, Reporting, MIS, revenue operation and Customer Service & Experience. Managing Contact Center Inbound & Outbound Operation, Supervising Digital Query Management Team, Monitoring Customer's Issue Resolution Process, Leading Quality Assurance and Training & Development team, Digital KYC Management. Worked in one of the top Multinational telecommunication company (Banglalink), largest BPO Company of Bangladesh (Genex Infosys Limited), E- commerce platform (Sheba Platform Limited) & Market pioneer in Contact center solution company [Genuity Systems Limited (gPlex)].Asides, almost 2 years experiences in Sales through Response Event & Activation (event Firm). Key Skills: - Team leading, Project Planning, Data analysis, Report presentation and Work force management.- Partner Management, Analytical & Insights, Leadership, Team Performance Management, Reporting, Incident Management, Tools Management, Coaching & Mentoring, Interpersonal Communication, Event Management.- Real time experience on contact center transition.- Ability to develop and maintain constructive and cooperative working relationships with individuals at all levels of the organization.- Advance knowledge in MS Office Applications (Excel, Word and PowerPoint)
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Lead- Mis | Customer ExperienceGenuity Systems Ltd.Dhaka, Bd
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Lead- Mis | Customer ExperienceGenuity Systems Ltd. Aug 2022 - PresentDhaka, Bangladesh- Developing and maintaining MIS plan, Including operational requirements and schedules. - Introducing process improvements to increase efficiency. - Analyzing data to spot revenue leakage, and planned rightly to optimize cost. - Monitoring the performance of employees and guiding them to improve their output.- Preparing various reports for management and clients, Billing assistance.- Prepare & calculating agent’s & Leader’s KPI .- Inbound Calls, Social media queries trend analysis for proper forecasting and staffing & Work force Management.- Salary & Payroll Management -
Lead- Contact Center, Dqm & Qat | Customer ExperienceSheba Fintech Limited Aug 2021 - Aug 2022Dhaka, Bangladesh- Departmental Budgeting. - Designing agent’s & Leader’s KPI for every CX channel to align with business KPI- Calls, Social media query & complaints trend analysis for proper forecasting and staffing and for business insights.- Quality service ensure and work on customer’s pain point- QA model/ template design align with customer satisfaction- Training content & calendar design and planning- Prepare & implemented standard operating policy - Salary preparation and disbarment process develop and follow up- Reporting format and dashboard designed & prepared for monitoring.- Business insight share and suggested decision to business team through analysis.- Vendor management, billing and system tools managing.- Ensure daily operation of customer experience team. -
Lead- Contact Center, Customer ExperienceSheba.Xyz Jan 2021 - Jul 2021Dhaka, Bangladesh- Impact Analysis.- Sharing insight to take business decision through analysing data to information.- Managing roster based on call forecast and the breakdown of Inbound calls.- Reporting format and dashboard designed & prepared for monitoring. -
Quality Assurance & Training- Customer ExperienceSheba.Xyz Oct 2020 - Dec 2020Dhaka, Bangladesh- Ensure Quality Service throughout customer experience team and making easy journey for customer.- Quality service ensure and work on customer’s pain point- QA model/ template design align with customer satisfaction- Training content & calendar design and planning
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Sr. Executive- Inbound Team Lead | Customer ExperienceGenex Infosys Limited Jan 2019 - Oct 2020Chittagong, Bangladesh- Analyze, monitor customer activities and behavior and prepare various reports & dashboard.- Analyze data to find root cause in the point of view of business impact. -
Executive- Inbound Team Lead | Customer ExperienceGenex Infosys Limited Oct 2017 - Dec 2018Chattogram, Bangladesh- Team Lead & Operational Responsibilities- Supervise team member’s daily activity also share business & analytical knowledge.
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Contact Center Representative | Customer ExperienceBanglalink Nov 2015 - Sep 2017Chittagong, Bangladesh- Handling Customer Queries, Complaints, Request, Feedbackthroughout the voice call.- Sharing performance Report towards team. Mentoring Newjoiners team members -
Retail Sales RepresentativeGrameenphone Ltd Jul 2010 - Nov 2011Chattogram, Bangladesh- Converting Telco User From Other Connection to Grameen Phone.
Md Mohi Uddin Education Details
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Marketing -
Marketing
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Government Haji A. B CollegeBusiness Studies -
Musapur Haji A B High SchoolBusiness Studies
Frequently Asked Questions about Md Mohi Uddin
What company does Md Mohi Uddin work for?
Md Mohi Uddin works for Genuity Systems Ltd.
What is Md Mohi Uddin's role at the current company?
Md Mohi Uddin's current role is Lead- MIS | Customer Experience.
What schools did Md Mohi Uddin attend?
Md Mohi Uddin attended Southern University Bangladesh, Southern University Bangladesh, Government Haji A. B College, Musapur Haji A B High School.
Not the Md Mohi Uddin you were looking for?
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Md. Mohi Uddin
Hr Professional | Pepsico-Tcpl | Ex- Akij Resource, City Group, Tusuka Group | Hr Operations | Recruitment | Payroll | Social Compliance | Corporate Hr | Fmcg Hr | Factory Hr | Lsswb | SsybBangladesh -
Md. Mohi Uddin
Client Coordinator At Impit Limited | Emk Envoy | Mover Ambassador | Volunteer | Lifelong LearnerDhaka, Bangladesh -
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MD MOHI UDDIN
Information Technology Services Analyst At Jti (Japan Tobacco International)Dhaka, Bangladesh -
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