Muhammad Saifullah Email & Phone Number

Baridhara, Basundhara

Major responsibilities:#GPC/F Coordination.•Initiate and harmonize new process for business customer.•Update and changes alignment with GPC/F and business team.# Coordinate and follow up all network complain from business client•Received necessary feedback, information and documents from KAM and escalate to technology stakeholder.•Coordination and arrange meeting with relevant stakeholder for critical issue.#Internal and External Communication.•Operational central communication in business division.•Business customer communication by mail or SMS after taking approval from concern stakeholder.#I Customer Insights and information collection•Align with vendor and relevant stakeholder for different outbound call project.•Prepare FAQ and dialogue for outbound call.#I Coordination with RAFM team for critical issue

Gp House, Baridhara, Basundhara, Dhaka

#Key Achievement:•Significant improvement of Shoparu marketplace site in SEO ranking.•While heading the Digital Care Team at E-Commerce, digitalized of Customer service by establishing 3CX Call Center Solution, REVE Chat solution, FB page. •End to End service delivery process for Shoparu.•Highest Client base & Revenue contributor as a Business Development Category Manager in Shoparu Logistics#Major responsibilities:•Ensure business growth from shoparu marketplace and logistic in order to contribute to GP growth.•Managing Marketplace Product Pages, Portfolio & SEO.•Ensure WOW service experience with 90% response rate through inbound, outbound, Facebook, email & chat channels.•Shoparu platform Product backlog & feature enhancement.•Resource management & optimization, outsourced partner & stakeholder management, payment settlement.

Baridhara Basundhara, Dhaka

#Key Achievement:•Shoparu marketplace site design and development. Also, coordination with cross functional team and vendor.•Total Content development and UI-UX design of Shoparu marketplace site. •End to End client on boarding process for Shoparu.Major responsibilities:•Create the most compelling & simple to use marketplace platform that has higher than industry visit, NPS & conversion rate.•Be an active member of overall UX research & translate that into simple digital customer journey.•Drive UX & Customer Research to validate hypothesis, results & future strategy•Creates content web calendar, write, edit, proofread and procure new content.•Work with SEO member to Develop original content surrounding supplier products & services to include keyword & phrases that will increase traffic to Marketplace.•Increasing & improving page ranking & visibility of market place items & Services during search results & driving more traffic towards GP own digital assets•Keyword analysis, Enhancing Meta Descriptions, Alt Tag descriptions.•Constantly feedback to Commercial owners & Biz Dev team with reports so that they can continue to fine tune portfolio, proposition & simplicity.•Manage day-to-day web content changes and updates related to all digital platforms•Build on analytics to create more value for suppliers & assisted eCommerce partners•Leverage own & third party tools to get granular analytics to advise suppliers & GP Express partners•End to end product & platform lifecycle management with best in class experience & customer centric features•Close collaboration with Technology lead & Technology partners to drive the platform experience from all stakeholder perspective [customer, supplier & assisted eCom partners]•Best practice research and benchmarking. Conduct competitive analysis and develop a strong understanding of stakeholders to drive development decisions.

Dhaka

#Key Achievement:•Implemented IPCC project –Turbo, for Customer service.•Introduce internet service modality for GP customers.•5 Times Quarterly Best Team Leader among 66 Leaders in Customer Service.•Conducted 100+ recruitment interview for Contact Center in 2015.•Conducted Training of 250+ hours to Customer Service Agents in 2016#Key Achievement:•Lead one team consisting 25 members and ensure expected service delivery of the team members.•Ensure smooth Contact Center service operations as per the plan.•Ensure one-stop quality Customer Service over phone in every customer interaction•Conduct quality audit of the team members using CSP Voice Logger and take follow up actions.•Develop the team members through involving, enabling, coaching, and providing feedback.•Working as service modality forum member have taken initiative reduce complexity•Ensure sales and dissemination of proactive information through inbound and outbound contacts.•I have conducted induction training, TOT, intro session and also post evaluation that help for efficient operator and also love by customer.

Dhaka

Major Responsibilities performed while in Digital and Data Service as Executive:#Provide all kinds of technical support to the GP Internet user. #Provide all kinds of Support for Blackberry Customer.#Provide support for International Roaming critical issues.#Solve critical MPABX, web registration and domain hosting problem. #Ensure service quality and follow up unsolved internet complains.#Co-ordinate with internal and external stack holder for unsolved critical problems. #Doing team captain responsibilities of my team reduce communication gap regarding service.#Manage floor operations in case of unavailability of team leaders (priority meetings, absence, etc. of TL)#Attend different UAT and workshop regarding upcoming service and product.

Dhaka

Major responsibility #Network maintenance, monitor the LAN performance and troubleshooting#Provide online and onsite technical support to client#Research, Testing & Training on new hardware/software tools and utilities#Monitor the traffic load on network links by Multi Router Traffic Grapher (MRTG).#Manages call center system tool in a efficient way #Arranges to provide regular performance feedback to officer to help them understood the required improvement#Solve all kind of technical problems of dial up user over phone.#Update and monitor all user databases by CSO query. #Provide technical solution on Linux, MAC, Windows on any technical issue when arise#Maintain and develop the network security level of the company.#PC Assembling and Troubleshooting etc

B.Sc. In Computer Science & Engineering (Cse), 2005, Computer Science, Cgpa 3.41 Out Of 4

Activities and Societies: Participate co-curricular activities like debates, quiz and cultural activities.Led annual student Blood Drive.

Higher Secondary Certificate,, Science, First Division; 747 Out Of 1000; (74.7%)

Activities and Societies: Participate co-curricular activities like debates, quiz and cultural activities.Representative of college.

Secondary School Certificate,, Science, First Division; 761 Out Of 1000; (76.1%)

Activities and Societies: Participate co-curricular activities like debates, quiz and cultural activities.Got Primary Scholarship.