Mynool Hossain work email
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Mynool Hossain personal email
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I'm a seasoned professional with 21+ years of experience in Telecom, IT, IoT, Real Estate, Software development, and financial investment advisory, I specialize in managing end-to-end business and service strategy for B2B/B2C solutions, customer experience, and driving efficiency through digital solutions. I excel in elevating NPS, CSAT, DSI, and CES scores, implementing UI/UX enhancements, creating innovative service ecosystems, and using AI/ML for customer loyalty and ROI improvement. My skills include call center and digital customer experience management, business process automation, vendor management, and team training for enhanced performance.Additionally, I'm known for my expertise in product strategy, marketing plans, vendor relationship management, business development, market research, and project management, especially in digital transformation projects like OTT content marketing and digital TV solutions. I also have proficiency in areas such as automation & digitalization, data analysis, contact center operations, digital marketing, training & development, customer lifecycle management, total quality management, cost optimization, customer loyalty, and omnichannel experience strategy.Beyond my corporate roles, I'm known as a speaker and trainer in CEX strategies, leading global workshops on call center operations, digital innovation, and transformation. As an independent consultant, I drove business strategies and managed expansions, notably in Bangladesh's pioneering digital agro marketplace. I bring a wealth of experience and a commitment to excellence, making me confident in my ability to contribute significantly to any organization. AREAS OF PROFESSIONAL EXPERTISE □Product strategy□Customer experience enhancement□Automation & digitalization□Data analysis & reporting□Process standardization□OTT content quality management□Contact center & BPO operations□Digital marketing strategies□Training & development initiatives□Project management expertise□ Customer Lifecycle Management□ Market research□ Partnership management□ Business development□ Cost optimization & profitability□ Startup business management
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National Sales ManagerIdenfoDubai, Ae
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Senior Key Account ManagerE& Sep 2024 - PresentUnited Arab Emirates~Revenue and market penetration of B2B/B2C sales of Etisalat, identifying new business opportunities & expanding market reach.~Plan & manage cross-functional teams and stakeholders to achieve sales targets, while mitigating risks and ensuring compliance with objectives.~Adapt to changes in sales scope and customer needs, providing timely solutions to boost revenue and meet business goals.~Resolve conflicts during the sales process, fostering positive relationships with clients and… Show more ~Revenue and market penetration of B2B/B2C sales of Etisalat, identifying new business opportunities & expanding market reach.~Plan & manage cross-functional teams and stakeholders to achieve sales targets, while mitigating risks and ensuring compliance with objectives.~Adapt to changes in sales scope and customer needs, providing timely solutions to boost revenue and meet business goals.~Resolve conflicts during the sales process, fostering positive relationships with clients and teams for successful outcomes.~Ensure quality in sales activities through regular checks and corrective actions, maintaining high standards and driving consistent results.~Assist and train call center (cold callers) and sales consultants on sales pitching techniques, soft skills, Etsalat products and services Show less -
Investment And Forex Trading AnalystDubai Financial Market Sep 2023 - PresentUnited Arab Emirates□ Market Analysis & Research: Conduct thorough analysis of global financial markets, focusing on currencies, economic indicators, geopolitical events, and trends. Provide expert insights for effective trading and investment strategies.□ Portfolio Management: Develop and oversee investment portfolios considering risk tolerance, financial goals, and market conditions. Implement diversified strategies for optimized returns aligned with clients' objectives.□ Client Education &… Show more □ Market Analysis & Research: Conduct thorough analysis of global financial markets, focusing on currencies, economic indicators, geopolitical events, and trends. Provide expert insights for effective trading and investment strategies.□ Portfolio Management: Develop and oversee investment portfolios considering risk tolerance, financial goals, and market conditions. Implement diversified strategies for optimized returns aligned with clients' objectives.□ Client Education & Communication: Educate clients on market dynamics, trading strategies, and investment principles. Ensure clients stay informed about portfolio performance, market updates, and strategy adjustments.□ Risk Mitigation & Compliance: Implement robust risk management to identify and mitigate Forex trading and investment risks, enhancing net profit. Adhere to compliance standards for a secure financial environment. Show less -
Head Of Technical Project ManagementX Tech Mar 2023 - Oct 2024Dubai, United Arab Emirates□ Define project scope, goals, and deliverables clearly.□ Develop comprehensive project plans, schedules, identify resource requirements, and create contingency plans.□ Manage project budgets, track expenses, and allocate resources efficiently.□ Monitor project progress regularly, update stakeholders promptly, and communicate project status effectively.□ Ensure quality standards are met, manage risks with mitigation plans, and monitor risks throughout the project lifecycle -
Head Of Customer ServiceBuilding Technology & Ideas Ltd. - Bti Feb 2022 - Feb 2023Bangladesh Led a divers teams of Customer Service, Digital Marketing, Registration, Accounts Receivables and Collections, and Logistics Led a divers teams of Customer Service, Digital Marketing, Registration, Accounts Receivables and Collections, and Logistics Led inbound & outbound call centers to meet customer satisfaction, campaign management, tele-sales, customer relations & revenue targets Responsible for post-handover services and property management for the handed over projects to… Show more Led a divers teams of Customer Service, Digital Marketing, Registration, Accounts Receivables and Collections, and Logistics Led a divers teams of Customer Service, Digital Marketing, Registration, Accounts Receivables and Collections, and Logistics Led inbound & outbound call centers to meet customer satisfaction, campaign management, tele-sales, customer relations & revenue targets Responsible for post-handover services and property management for the handed over projects to ensure highest quality products delivery Managed revenue goals while ensuring legal compliance, efficiency, and quality standards set by both regulatory authorities as well as company Implemented pre and post-sales strategies for Luxury Homes, Classic collection, Building products, Property Brokerage, and Commercial Projects Developed systems to evaluate customer satisfaction, project success, and meet customer expectations to further enhance the brand reputation Supervised the terms & conditions in the sales contracts, agreements to ensure compliance and ensuring interests of all parties involved Show less -
Customer Care Lead, Reddot DigitalRobi Axiata Limited Jun 2020 - Jan 2023Bangladesh Designed end-to-end service strategy for B2B & B2C solutions (OTT, Self-Care Apps, IOT, CRM, MFS, eCommerce, Cloud & Data Center, S&D, HRM & ERP) Supervised global customer care operations, managing various teams (inbound/outbound contact centers, social media, tele sales, physical service points & field force services) of OTT and Digital TV Implemented customer engagement programs, communication, loyalty & retention initiatives, customer experience KPIs, & data analytics… Show more Designed end-to-end service strategy for B2B & B2C solutions (OTT, Self-Care Apps, IOT, CRM, MFS, eCommerce, Cloud & Data Center, S&D, HRM & ERP) Supervised global customer care operations, managing various teams (inbound/outbound contact centers, social media, tele sales, physical service points & field force services) of OTT and Digital TV Implemented customer engagement programs, communication, loyalty & retention initiatives, customer experience KPIs, & data analytics Defined and drove Binge product strategy & roadmap to facilitate acquisition, MAU and drive content usage Conducted financial modeling & designed pricing model for Binge products to meet revenue and profitability goals Managed product development and delivery to mitigate product roadmap to facilitate software development for OTT Entertainment Supervised customer experience management for OTT, Streaming Services and Digital TV, development and implementation of acquisition, usage and retention strategies Managed all marketing campaigns (BAU, digital, emailers, SMS, app-push, social media, paid digital, paid social), Local, International content QA (metadata, episodes, posters) and provided customer insights and feedback. Show less -
Business ConsultantStartup Bangladesh Limited May 2019 - May 2020• Orchestrated the formulation and execution of business strategies, plans, and procedures for first blockchain-based agro marketplace of Bangladesh.• Directed overall operations, fostering relationships with partners, vendors, customers, and investors.• Provided strategic leadership, charting a course for growth and profitability.• Led expansion initiatives, encompassing fundraising, investments, acquisitions, and corporate alliances.• Oversaw the development of a web portal… Show more • Orchestrated the formulation and execution of business strategies, plans, and procedures for first blockchain-based agro marketplace of Bangladesh.• Directed overall operations, fostering relationships with partners, vendors, customers, and investors.• Provided strategic leadership, charting a course for growth and profitability.• Led expansion initiatives, encompassing fundraising, investments, acquisitions, and corporate alliances.• Oversaw the development of a web portal, mobile app, and logistics support.• Offered strategic guidance and professional consultancy for startups, BPOs, e-commerce, digital services, FinTech, and NGOs globally.• Formulated a cutting-edge customer experience strategy, achieving operational excellence and an omnichannel experience through disruptive innovation, big data analytics, VoC, and digital transformation. Show less -
Vp- Customer Experience, Market OperationsRobi Axiata Limited Dec 2016 - May 2019Dhaka, Bangladesh• Headed teams responsible for majority of Opex budget & customer interactions in customer experience division• Oversaw Airtel & Robi's customer experience strategy & service portfolio via partner governance• Drove CEx improvements through customer-facing initiatives, innovations & digitization for NPS & CSAT score growth• Led internal customer care ecosystem for issue escalation and resolution within SLA for maximum satisfaction• Designed & maintained brand-appropriate CX… Show more • Headed teams responsible for majority of Opex budget & customer interactions in customer experience division• Oversaw Airtel & Robi's customer experience strategy & service portfolio via partner governance• Drove CEx improvements through customer-facing initiatives, innovations & digitization for NPS & CSAT score growth• Led internal customer care ecosystem for issue escalation and resolution within SLA for maximum satisfaction• Designed & maintained brand-appropriate CX strategy, revenue growth and customer retention• Successfully delivered contact experience digital transformation project for significant cost reduction• Achieved consecutive 5 quarter top ranking in CSE NPS among mobile operators in Bangladesh• Reduced contact center operational costs by 22% within a year• Launched the first ever 'video customer service' in Bangladesh for premium segment• Launched the National Information Center (333) in collaboration with a2i / ICT division of Govt. of Bangladesh Show less
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Head - Contact Experience, Customer ServiceAirtel Bangladesh Ltd Jun 2013 - Nov 2016Dhaka, Bangladesh• Manage strategy & Business KPIs of Financial, Customer experience, Complaint Management, Self-care, People & strategic projects management • Lead the Contact Experience teams handles more than 80% of customer interactions of company, Service recovery team responsible for customer complaints, social media, email & LEA support & Solutions team manages IVR, USSD, OBD, Mobile app, web self- care & digital service channels • Develop, track, review, & control AOP (Annual Operating Plan) &… Show more • Manage strategy & Business KPIs of Financial, Customer experience, Complaint Management, Self-care, People & strategic projects management • Lead the Contact Experience teams handles more than 80% of customer interactions of company, Service recovery team responsible for customer complaints, social media, email & LEA support & Solutions team manages IVR, USSD, OBD, Mobile app, web self- care & digital service channels • Develop, track, review, & control AOP (Annual Operating Plan) & budget of the vertical•Launched country’s 1st virtual customer service center which won the ‘Asia Communication Award 2015’ under best customer service initiative category • Topped in CSI (Customer Satisfaction Index) among mobile operators in Bangladesh for 3 quarters • Reduced 67% complaints per customer (CoPC) within a year resulting 42 % reduction of call per customer (CPC) & saved BDT 80 million service Opex per year against AOP •Revamped the self-service portfolio of USSD, IVR, Mobile App and Web portal which helped to reduce human assisted calls by 20% YoY • Turned the contact center from cost center to revenue channel, covering 20% Opex through VAS & Data up selling Show less -
Associate General Manager (Contact Center, Customer Care Department)Banglalink Jul 2012 - Jun 2013▪Strategic decision making to ensure excellence in Contact Center Management ▪ Excel & improve performance & efficiency of the contact center ▪ Implement Best Practices and global standards in contact center -
Senior Manager (Contact Center, Customer Care Department)Banglalink Jan 2011 - Sep 2012▪ Monitor reasons of calls and take necessary initiatives to reduce customer pain points ▪ Lead the IVR team for self service penetration and increase customer convenience ▪ Tracking CSAT index and take measures to improve the same
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Manager (Contact Center, Customer Care Department)Banglalink Jul 2008 - Dec 2010-Monitoring overall contact center performance with standard quality -Decision making to ensure improved performance and meeting the business KPIs-Ensure and increase customer satisfaction through First Call Resolution (FCR)
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Assistant Manager (Contact Center, Customer Care Department)Banglalink Jan 2005 - Jun 2008▪ Deliver business KPIs & conduct training program of contact center agents and team leaders ▪ Ensuring appropriate forecasting and resource scheduling of contact center
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Call Center SupervisorPacific Bangladesh Telecom Limited May 2004 - Dec 2004Escalation of unresolved complaints to concerned teams and get solutions Monitoring and maintaining the IVR Systems Generate management reports & supervise the customer complaints management process -
Senior Executive, Call CenterPacific Bangladesh Telecom Limited Jan 2003 - Apr 2004Lead a team of executives to answer all inbound callsSupervise network complaints from all customer touch pointsHandling escalated & sensitive customer complaints Look after call center agents to maintain standards
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Executive, Customer ServicePacific Bangladesh Telecom Limited Jun 2002 - Jan 2003Provide customer service over phone, Answering customer queries, providing information, solving complaints of the customers, Inter departmental coordination to solve escalted issues
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Executive, Business Development, MarketingWell Group Of Industries Oct 2001 - May 2002• Maintain liaison & communication among company, clients & prospects to promote products & services • Sales planning & Market survey
Mynool Hossain Skills
Mynool Hossain Education Details
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Bangalore University1St Class -
Adamjee Cantonment College, Dhaka1St Division
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Barisal Zilla School, Barisal1St Division
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Planning & Organizing
Frequently Asked Questions about Mynool Hossain
What company does Mynool Hossain work for?
Mynool Hossain works for Idenfo
What is Mynool Hossain's role at the current company?
Mynool Hossain's current role is NATIONAL SALES MANAGER.
What is Mynool Hossain's email address?
Mynool Hossain's email address is my****@****.com.bd
What is Mynool Hossain's direct phone number?
Mynool Hossain's direct phone number is +88016100*****
What schools did Mynool Hossain attend?
Mynool Hossain attended Bangalore University, Adamjee Cantonment College, Dhaka, Barisal Zilla School, Barisal, Bangalore University, Malaysian Institute Of Management (Mim), Malaysian Institute Of Management (Mim).
What are some of Mynool Hossain's interests?
Mynool Hossain has interest in Listening To Music, New Technology, Travelling, Strategic Planning, Watching And Collecting Movies, Organizational Development, Digital Photography.
What skills is Mynool Hossain known for?
Mynool Hossain has skills like Team Management, Telecommunications, Team Leadership, Call Centers, Management, Business Development, Customer Service, Contact Centers, Vendor Management, Customer Experience, Ivr, Project Planning.
Who are Mynool Hossain's colleagues?
Mynool Hossain's colleagues are Anousha Kamal, Shehab Sharaf, Alizeh Arif, Adeen Taimoor, Junaid Ali Khan, Baazilaa Zaidi, Deepali Gadankush (Koche).
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