Mohammed Rashed Hossain Email & Phone Number

Dhaka, Bangladesh

Chittagong, Bangladesh

* Ensure the team has the same vision and build a trusted team* Keeping the business inflow in margin credible to the company* Deriving strategies to help the market sustain and increase market share in the industry of ride-sharing and F&B* Ensuring all operations are carried on in an appropriate, cost-effective way* Improving operational management systems, processes, and best practices* Helping the organization’s processes remain legally compliant* Communicating product level changes by articulating necessary alterations to the product and engineering teams

Chattogram, Bangladesh

Pathao is Bangladesh's fastest-growing tech start-up operating in the on-demand ride-sharing, food delivery and last-mile parcel delivery spaces also in Nepal as the biggest ride-sharing platform. Lead investor is Gojek.* Proactive manager with demonstrated operation leadership, business development, customer service and personnel management strengths* Recruited and coached over 10 people* Communicated product level changes by articulating necessary alterations to the product and engineering teams* Help scale developing and sharing best practices across markets including overseas Nepal* Analysed customer behaviour trends, market conditions and competitor actions and adjusted strategies to achieve growth

Dhaka, Bd

Responsible for managing the team for a contact center of a foreign telco giant* Responding tasks completion reports to client* MBR, QBR presentation compilation* Oversee the error margin of the tasks assigned and inform regarding any fraudulent activities* Ensure team members were keeping the error margin as low as possible and maintaining the KPI threshold* Training Needs Assessment to follow up

Chittagong

Looked after:* New Student Enrollment* Guardian engagement to Admission* Assisting the Academic Function Heads and Vice Principals with their non-academic tasks* Supervising the Admin team of the Senior and Mid School* Liaising with the Logistic teams

Managing the daily running of the call centre, including sourcing equipment, effective resource planning and implementing call centre strategies and operations;Carrying out needs assessments, performance reviews and cost/benefit analyses;Setting and meeting performance targets for speed, efficiency, sales and quality;Ensuring all relevant communications, records and data are updated and recorded;Advising clients on products and services available;Liaising with supervisors, team leaders, operatives and third parties to gather information and resolve issues;Maintaining up-to-date knowledge of industry developments and involvement in networks;Monitoring random calls to improve quality, minimise errors and track operative performance;Coordinating staff recruitment, including writing vacancy advertisements and liaising with HR staff;Reviewing the performance of staff, identifying training needs and planning training sessions;Recording statistics, user rates and the performance levels of the centre and preparing reports;Handling the most complex customer complaints or inquiries;Organizing staffing, including shift patterns and the number of staff required to meet demand;Coaching, motivating and retaining staff and coordinating bonus, reward and incentive schemes;Forecasting and analyzing data against budget figures on a weekly and/or monthly basis.

Dealing with Customer Complaints regarding products, billings, rates, websites, overall Customer Service queries and critical issues. Liaising the issues with COO or higher authority if required.

Bgmea Bhaban, Chittagong

Created training manuals targeted at resolving even the most difficult customer issues.Recruited, managed and mentored an average of 5 new customer service representatives per year.Monitored the daily activities of customer support teams.Developed, implemented and monitored programs to maximize customer satisfaction and manage on- site customer service representatives.Owned team productivity metrics.Strategic Consulting, including business plan & sales strategy development.Improved service quality and increased sales by developing a strong knowledge of company's products and services.Interviewed, hired and trained new quality customer service representatives.Provided detailed monthly departmental reports and updates to Foreign clients and Senior Management.Addressed negative customer feedback immediately.Provided a high level of product and leadership support to representatives and clients.Routinely prepared and evaluated CRM reports to identify problems and areas for improvement.Effectively communicated with team members to maintain clearly defined expectations.Resolved customer questions, issues and complaints.Completed refunds based on customer queries, issues and complaints.Developed rapport with the customer base by handling difficult issues with professionalism.Lead on and off-site customer support teams across multiple time zones.Recommended changes to existing methods to increase the accuracy, efficiency and responsiveness of the customer service department.

Gec, Chittagong

Collected customer feedback and made process changes to exceed customer satisfaction goals.Provided accurate and appropriate information in response to customer inquiries.Demonstrated mastery of customer service call script within specified timeframes. Addressed customer service inquiries in a timely and accurate fashion.Maintained up-to-date records at all times.Ran reports and supplied data to fulfill customer report requirements.Worked with upper management to ensure appropriate changes were made to improve customersatisfaction.Built customer loyalty by placing follow-up calls for customers who reported product issues.Led the selection and implementation of a new product basic system.Provided cross training to 5 staff members.Trained staff on how to improve customer interactions.Assisted with the development of the call center's operations, quality and training processes. Properlydirected inbound calls in phone queues to improve call flow.

Engineer'S Institute, Chittagong

Leading the knowledge in Business Process Outsourcing to new comers who are interested in Call Center Oriented Jobs.

Bachelor’S Degree, Computer Science, 3.58/4.00

Activities and Societies: Programming Team, Debate Team

High School, Science

Science