Md. Rakibull Hasan Email & Phone Number

Dhaka, Bd

Dhaka, Bangladesh

• Revamp overall CX reporting (Business KPI Dashboard, Agent Performance Report, Monthly Meeting Report, Weekly Metrics & WBR Report).• Implement Agent KPI based on historical analysis & Business Requirements. • Revamp CX structure and merge segregated teams for better output and minimize redundant work and get better output.• Worked with the Product and Data Engineering team to modify CX internal tools for more user friendly. • Implement checkpoints report to the management for getting real-time insights for instant action. • Implement NPS survey to analyze user pain points and give recommendations to the business team for improvement areas.

Dhaka, Bangladesh

❑ Voice of Customer management (VoCM):• Business journey mapping & execution.• Business SLA (service level agreement) Implementation.• End-to-end project management.• New campaign design & SOP based on the business trend.• Communication. • Stakeholder Management.• Ensure satisfactory customer experience.• Doing NPS (Net promoter score) & CSAT (Customer Satisfaction Survey) survey for understanding customer experience & demand after that make changes to business modality for better customer experience. • Collaborating with the stakeholder & doing weekly Metrics & WBR ( Weekly Business Review) meetings.• 100% focus on redundant steps, if found then instantly communicated with the concerned person & share the idea to simplify the process.• Develop & Track the Business Plan of the Contact Center.• Support the development of customer-centric service guidelines to achieve higher Customer Satisfaction.❑ Complaint Management :• According to the business journey, creating customer journey with a dynamic flow chart.• Creating issue categories for capturing customer complaints & forwarded them to the concerned person accordingly.• IR (Issue Resolution) SLA implementation for resolute customer complaints within the committed timeline. • Alarm generate to the concerned person before breaching the issue resolution SLA.• Creating POC (point of contact) for smooth operations.• Proactive communication to customers for unresolved issues.❑ Reporting & Forecasting:• Develop reporting format.• Analyze data and collaborate with the stakeholder to evaluate business parameters, and improve business performance.• Develop WBR & Metrics meeting format.• Creating dynamic dashboards for the management. • Creating & Evaluating employee performance reports. • Identify root causes for KPI deviation and corrective action tracking. • Design report for any kind of Adhoc requirement from the management team.

Dhaka, Bangladesh

• Build strong relationships with internal stakeholders to understand business challenges and opportunities. Recommend solutions across the complex range of products and processes.• Manage end-to-end data projects; identify issues, gather information from various sources, analyze data, interpret patterns and trends, build models, give recommendations, and create insightful automated reports.• Analyze customer needs, expectations, understandings, and product improvement for improving the product and customer experience.• Review day-to-day operation processes, identify areas of improvement, and make actionable recommendations based on underlying analysis.• Automate and validate newly created reports and develop corrective actions to improve data integrity and qual.• Support ad-hoc requirements.

Dhaka, Bangladesh

• Conduct R&D on the dashboard and manage and visualize the right information with the right context for management, commercial, sales & distribution, and finance decision-making via strategic dashboards.• Prepare various reports and monitor market-wise activities, quality of sales, regional sales trends, churn customer activity & behaviours.• Acquire, store and update all critical customer data, supervise and monitor data backup, server storage, and set priority for data upload and offload.•Empower stakeholders and organizations with business insights & hidden meaning of information to make data-driven business decisions.• Use data to measure and analyze business performance in each of our markets and LOBs, explore business issues/opportunities, uncover insights, and/or identify targeted areas for business growth.• Analyze customer’s & channel historical activities and behaviours, contribute to data science prediction model architectures, modelling standards, reporting, and data analysis methodologies and make recommendations.• Develop and managed high-impact projects from end to end that interface with multiple teams/ stakeholders including the central team.• Identify function/product gaps and initiate projects.• Taken action items as a point of contact for the project between different teams within the company.

Dhaka, Bangladesh

• Downloading Data from Systems and mapping the same as per therequirement, coordinating with different teams for the data, and checkingits accuracy.• Preparing Daily, Weekly & Monthly MIS Reports.• Preparing presentations, Graphs, and analytical reports.• Should be a TEAM PLAYER and flexible enough for multitasking.• Coordinating with the branches for feedback and different requirements.• Support the Manager in rolling out the new Projects and Initiatives andalso updating on the progress and its impact.• Ad-hoc analysis: prepare an ad-hoc analysis on Operations data uponrequests, using corporate Business Intelligence tool and customizing

• Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.• Created plans and communicated deadlines to ensure projects were completed on time.• Used Microsoft Word and other software tools to create documents and other communications.• Developed team communications and information for meetings.• Prepared a variety of different written communications, reports, and documents to ensure smooth operations.• Identified issues, analyzed information, and provided solutions to problems.• Maintained and repaired facilities, equipment, and tools to achieve operational readiness, safety, and cleanliness.• Resolved problems, improved operations, and provided exceptional service.

Dhaka, Bangladesh