Mohammad Biswas Email & Phone Number

Toronto, On, Ca

 Schedule and coordinate the training needs in contact centre of MedicAlert Foundation Canada (MAFCA)  In Collaboration with Team Leads: • Developed new employee training module and delivered approximately 40 hours of new employee training• Developed training module on “Acquisition & Objection Handling Script” and delivered approximately 15 hours of training to 15 staffs• Developed training module on “Active Listening & Paraphrasing”, “Rapport Building” and “Positive Communication Styles & Techniques” and delivered approximately 12 hours of training to 15 staffs• Developed training module and deliver training to end users in the organization about how to use various types of software programs i.e. Pivotal, New CRM (HubSpot), Stripe, AWS efficiently and effectively in support of business objectives.For instance, Provided approximately 55 hours of introductory training on HubSpot (CRM), Stripe & AWS to 23 staffs • Working closely with cross functional teams to develop the knowledge database (HubSpot Knowledge Base) and to ensure that it is well maintained and up to date.Provided approximately 8 hours of training on “How to use and navigate in HubSpot Knowledge Base” to 23 staffs• Developed and maintain well-organized training resources including policy, process and procedures documentation• Measuring and monitoring training effectiveness, analyze results and revise curriculum as necessary• Maintain training standards and measurement techniques; re-examine these on a regular basis and refine as appropriate Collaborating with the contact center management team to ensure they have the necessary tools, techniques, and standardized, consistent measurements to conduct successful coaching within the team Manage all day-to-day communication to the contact center including program information, marketing campaigns, product details, etc, and provide support of escalations and issue resolution

 Responded to customer inquiries by phone & email, emphasized the importance of providing immediate access to medical profile information  Resolved customer issues, placed orders and/or made updates  Understand customer needs, educate, identify cross-sell & up-sell opportunities, demonstrate relevant benefits and gently asked for an order Accurately captured sensitive health information, and processed payments  Provided customers and prospects with product and service information  Educated and asked callers for donations  Follow up on escalated issues & promises to subscribers  Achieved daily & monthly (service, sales & quality) targets For instance, generated revenue of average approximately $18,000 CAD/month with 80% quality score

-Support planning and coordination of program’s activities-Coordinate implementation of policies and practices-Organize meetings/events and maintain agenda- Coordinate daily schedules and special programs in collaboration with other team members-Keep all members of the team up-to-date with relevant project information- Create presentations, summaries and helping materials to ensure better communication -Coordinate communications and help build positive relations within the team and external parties-Keep updated records and create reports or proposals-Monitor project budget and track expenditures/transactions-Develop comprehensive reports on ongoing programs and submit summary reports to manager -Support growth and program development

Toronto, Canada

-Respond to learner's questions and provide constructive feedback via emails and one-on-one meetings-Connect with learners to encourage them to interact and think more deeply about the subject matter- Report directly to program manager regarding learners progress

- Respond to learners' question in the discussion forum- Post questions and discussion prompts to encourage learners to interact and think more deeply about the subject matter- Report any serious problem to Coursera- Provide constructive feedback

Module:1 -Etiologic and Professional epidemiology -Concepts of public health services, functions, and competencies-Role of professional epidemiologist in public health practiceModule:2-Problem solving methodology(Define the problem, measure the magnitude of the problem, develop a conceptual framework, identify and develop strategies for intervention-program/ or set priorities and recommend interventions-policy, implement interventions and evaluate outcomes, communication strategy) Module:3-Routine (civil registration and vital statistics, medical record, administrative record) and public health information (population-based surveys, registries of specific health outcomes, surveillance) systemsModule:4-Measures of disease burden (mortality rate, direct and indirect age adjustment, years of potential life lost-YPLL, life expectancy, disability-adjusted life years-DALY, quality-adjusted life years-QALY)

• Report and update program manager weekly basis Assist Program Manager to: • Manage both facilities and students• Produce and document the physical and digital version of program reports• Foster student engagement in the class, providing mentoring and necessary assistance• Manage program information, internal communications, and community relations• Program events and post in social media

• Reviewed course curriculum and reported to program manager• Ensured that all course revised materials meet the academic and pedagogical standards of the University• Maintained confidentiality about all aspects of the program activities, additional and related documents reviewed, and of any other project activities

Course: International Health Development - Winter 2018Course Number: CHL 7001H S6Course Director: Dr. Shafi U. Bhuiyan, MBBS, MPH, MBA, PhD• Reinforced lessons presented by professor by reviewing material with students one-on-one or in small groups• Assisted professor with recordkeeping, such as tracking attendance and calculating grades• Assisted professor prepare for lessons by getting materials ready or setting up equipment, such as computers• Helped supervise students in class, between classes, during lunch and recess

• Produced a summary report based on a complete literature review on various training methodologies for health care providers in low and middle income countries, especially on maternal and child health care initiatives• Attended varies weekly Summer Student Seminars and Global Leadership Seminar Series organized by Center for Global Child Health (C-GCH)

Toronto, Canada Area

 Health Informatics Health Research Methodology Health Professional Communication Fundamentals of Project Management Practicum Preparation & Professional Development

Gazipur, Bangladesh

• Provided direct patient care to a population of 3,000 labour workers• Designed and executed training programs for the staff regarding Food and Nutrition, Prevention and Control of Communicable disease, HIV/AIDS, Tuberculosis, Venereal disease, Hepatitis (B&C) with consequences and pregnancy related complications; in addition, implemented primary health care education and awareness build up among the employees regarding industrial health hazards and to take appropriate measures accordingly• Was responsible for recruitment workers by performing health check-ups, which included clinical findings, age determination, as well as fitness level certification• Recorded and stored collected medical data to carry out surveys to evaluate industrial health issues

Dhaka, Bangladesh

• As the duty officer, admitted patients based on mental health history and provided direct care, including physical examinations, mental health assessments, evaluations, diagnoses, and treatments for the admitted patients, under the supervision of the psychiatrist on duty• Provided supportive counseling to in-hospital patients and their family members, case management, crisis stabilization and conflict resolution• Recorded and reported the case history for research study purposes

Dhaka, Bangladesh

• Collected relevant medical data from the participating patients and immediately provided them with case-specific medical advises over the telephone• Offered patients with vital information on drugs and medicines; for instance, indications, side effects, dosage schedules, trade and generic names, etc• Assisted development of health information systems for hospitals and health institutes.• Supervised medical data entry into designed storage software, as well as assisted in development of evaluative surveys regarding applications of telemedicine

Bangladesh

* Provided and managed direct patient care, including physical examinations, evaluations, assessments, diagnoses and treatment for primarily low-income rural population• Supervised and coordinated intern medical doctors, and delineated hospital policies, procedures and objectives• Designed and implemented paramedic training courses; directed approximately 300 paramedic staffs and coordinated their medical activities• Coordinated 8 rural sub-centre clinics and provided access of primary health care services to over one million people• As a research program coordinator, collected and reported field data regarding immunization, Infant Mortality Rate, Maternal Mortality Rate, Family Planning and Reproductive Health, HIV/AIDS, Tuberculosis, Leprosy, Measles, Cholera, diabetes, and geriatric health• Organized, budgeted and implemented various health promotional cultural programs at community level, endorsing primary health care education, awareness development, communicable disease prevention, nutrition, and various social issues including gender stigmatization • Acted as the Health Coalition Coordinator with the foreign funders as well as other foreign delegates; also worked with other NGOs including BRAC in collaborative programs, facilitating conferences and joint training programs

Internationally Trained Medical Doctor'S(Itmds) Bridging Program

Activities and Societies: Health Informatics  Health Research Methodology  Health Professional Communication  Fundamentals of Project.

Post Graduate Diploma In Clinical Research, Drug Safety And Pharmacovigilance

Bachelor Of Medicine, Bachelor Of Surgery (M.B.B.S.), Health Services/Allied Health/Health Sciences, General

Activities and Societies: Blood donation, social awareness development about healthy lifestyle, socioeconomic study activities, maternal.

Introductory Undergraduate Statistics Certification

Certification, Epidemiology In Public Health Practice, 92.5%

 Etiologic and Professional epidemiology  Concepts of public health services, functions, and competencies  Role of professional.