Mynool Hossain Email & Phone Number

Dubai, Ae

United 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

United 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

Dubai, 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

Bangladesh

 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

Bangladesh

 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

• 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

Dhaka, 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

Dhaka, 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

▪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

▪ 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

-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)

▪ Deliver business KPIs & conduct training program of contact center agents and team leaders ▪ Ensuring appropriate forecasting and resource scheduling of contact center

Escalation of unresolved complaints to concerned teams and get solutions Monitoring and maintaining the IVR Systems Generate management reports & supervise the customer complaints management process

Lead 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

Provide customer service over phone, Answering customer queries, providing information, solving complaints of the customers, Inter departmental coordination to solve escalted issues

• Maintain liaison & communication among company, clients & prospects to promote products & services • Sales planning & Market survey

B.B.M, Marketing & Management, 1St Class

H.S.C, Science, 1St Division

S.S.C, Science, 1St Division

Bachelor Of Business Administration - Bba, Business Administration, Management And Operations, 1St

Planning & Organizing

Education record