Ensure revenue by giving credit reminder to valuable customer.• Prepare monthly report for higher management along with analysis and develop action plan as well as objectives for the next month based on the analysis• Understand the escalated issues from the down line that require variations in the existing company policies or operations• Analyze customer life cycle, Churn Management and reasoning & win back in line with budget. • Plan and implement win back campaigns to achieve target.• Working with Risk & Credit Team to reduce Barring & Suspension in Relevant BaseMajor Achievements: • Introduced Free of cost installation for the customers which increased clients’ satisfaction. • 10.84% churn customer in 2019, 11.58% in 2020 during Corona pandemic, 13.33 in 2021 churn rate. Cumulative net churn percentage, 7.42% in 2022. • Modified subscription offers which increased customer long duration plan.

Ensure revenue by giving credit reminder to valuable customer.• Prepare monthly report for higher management along with analysis and develop action plan as well as objectives for the next month based on the analysis• Understand the escalated issues from the down line that require variations in the existing company policies or operations• Analyze customer life cycle, Churn Management and reasoning & win back in line with budget. • Plan and implement win back campaigns to achieve target.• Working with Risk & Credit Team to reduce Barring & Suspension in Relevant BaseMajor Achievements: • Introduced Free of cost installation for the customers which increased clients’ satisfaction. • 10.84% churn customer in 2019, 11.58% in 2020 during Corona pandemic, 13.33 in 2021 churn rate.• Modified subscription offers which increased customer long duration plan.

• Ensure revenue by giving credit reminder to valuable customer.• Prepare monthly report for higher management along with analysis and develop action plan as well as objectives for the next month based on the analysis• Understand the escalated issues from the down line that require variations in the existing company policies or operations• Analyze customer life cycle, Churn Management and reasoning & win back in line with budget. • Plan and implement win back campaigns to achieve target.• Working with Risk & Credit Team to reduce Barring & Suspension in Relevant BaseMajor Achievements: • Introduced Free of cost installation for the customers which increased clients’ satisfaction. • 10.84% churn customer in 2019, 11.58% in 2020 during Corona pandemic, 13.33 in 2021 churn rate. Cumulative net churn percentage, 8.28% till now in 2022. • Modified subscription offers which increased customer long duration plan.

• Manage partner management Team & coordinating with the upcoming project team. • Project related promotion design, Marketing plan & implementation & achieving monthly target. • Follow-up and communication maintain with training institute & Lesion With channel Partner Major Achievements: Worked for Service provider hunting combined with Robi

• Analyze LTE & Wimax customers data and prepare report and presentation for management team• Prepare reports as per guideline and requirement such as Activity Summary, Monthly Report, BTS report, NOC report, Key Findings and observations etc.• Evaluate the customer reaction that based on the advertisements of different products, offers and value-added services and send a report to Sales and Marketing department• Analyze LTE & Wimax Customer life cycle & prepare LTE customers usage report and send a report to Sales, Marketing & Wimax business partner Robi.• Prepare report and presentation for LTE & Wimax customers and send to Chief Commercial Officer, (CCO), CEO'S Department• Liaising with vendor, partner & other organizational units to gather information & resolve issues

• Prepare reports as per guideline and requirement such as Daily Shift Summary, Activity Summary, Monthly Report, BTS report, NOC report, Key Findings and observations etc.• Manage and improve each individual's performance through regular reviews.• Ensure the team has sufficient system, process and product knowledge to deliver their role and work.• Give instant feedbacks and conduct feedback sessions.• Uphold and maintain agent competency through valuable sessions and trainings according to individuals or group's requirements• Manage performance of each caller to achieve retention, productivity and quality targets by developing different techniques• Ensure revenue by giving credit reminder to valuable postpaid customer through Outbound Team• Prepare monthly report for higher management along with analysis and develop action plan as well as objectives for the next month based on the analysis• Conduct induction training for the newly recruited permanent or temporary employees• Develop the existing company policies or operations and submit it to higher management for approval• Analyze customer life cycle, Churn Management and reasoning. Manage churn and win back in line with budget. Plan and implement win back campaigns to achieve target.• Working with Risk & Credit Team to reduce Barring & Suspension in Relevant Base

• Ensuring roster adherence and devising strategies to the individuals and team for having them met with the expectations.• Execution of plans devised by Contact Center Management to keep the Service Level as per the defined target and expectations• Taking measures to keep the abandonment call ratio low as per international standards.• Taking measures to keep average speed of answer as per expectations as int standards.• Using problem-solving skills to handle difficult or irate clients and resolve conflicts.• Keen monitoring of team members' performance in order to keep profiles• Definition and Implementation of procedures to maintain discipline within the team• Prepared and implemented the customer service work procedures for contact center• Analyzed and identified the dependency of Contact Center on other departments• Processed the Service Level and Work Level Agreement with the other departments

• First interface (one on one interaction) with the call in customers at the contact center. • Practice customer handling skills as defined and learned in relevant training• Update on all current policies, procedures, promotions, products and value addedservices offered by the company• Follow up on all cases & provide feedback to the supervisors on all issues cited by the customers.Major Achievements: • Selected as the employee of the month in Nov 2013 for outstanding performance. • Received award from top management for improving post pay churn • LTE service launching at Bagura & acquired 5000+ clients in the first month. • Resolved refund issues as per company policy & ensured operational excellence. • Completed Wimax to LTE migration project & Wimax customer migration to Banglalion project. • Worked on Ekota project, separated high value customer & made plan to retain them.

• Worked on P.O.S Operation, handling cash, team maintaining, handling customer Complaints, supervise customer loyalty Program, customer service, stock maintaining and inventory control.