Comonspace CTO | Driving startup innovation across logistics, tech, agri, tourism, e-comm | Revolutionizing industries through cutting-edge solutions. #CTO #Innovation #Startups

SMET Services COO | Leading energy importation and station operations for 50+ LPG stations. Delivering efficient solutions in LPG machinery and gas supply. #COO #Energy #Operations

• Conduct feature-wise NPS surveys on a regular basis.• Follow-up Insight in actions/ loop.• Identify all Performance Parameters of CS and prepare required Reports correlating those KPI’s to facilitate the Performance Follow-up process of stakeholders.• Analyze data and collaborate with the other departments/units to implement, evaluate, and improve business performance.• Confers with stakes originating, handling, processing data, or receiving reports to identify problems and to gather suggestions for improvements.• Set SQI parameters for CS.• Evaluate Email, Chat, and Facebook script.• Share improvement areas to stakeholders.• Conduct sessions with stakeholders if any re-evaluation needed with the process.• Analysis/sharing/follow-up with the team on regular basis.• Monthly/Quarterly/Annual evaluation of individual performance.• Calculate and prepared monthly salary as per the performance report and send it to stakes.• Communication with different stakeholders for different Campaign related issues.• Calibration with stakeholders for campaign feedback• Campaign reporting to stakeholders(daily/weekly/monthly/adhoc).• Prepare reports and share the campaign success rate along with the way forward if any improvement areas.• Be part of the recruitment process of CS, act as an assessor in the interview sessions, and also conduct other evaluations as required.• Provide necessary HR and administrative supports to the agents.• Involve in the different projects and development initiatives relevant to CS.• Training Need Analysis and recommend the training to enhance job knowledge.• Involvement in active training sessions for staff development.• Giving Inputs on Service modality development and simplification.• Floor operation monitoring.• Real-Time Service Delivery monitoring and implement necessary changes.• Escalate different problems to stakeholder.

Real Time Management ACR in Call Center Waiting Time in Call Center Complain Hotline (158) Backlog per month ID Card within 72 hours of renewal Control and Execute Special Assignment with 95% accuracyForecasting and Planning Roster Planning for 121 Skill On-time closing of operational & functional reports Outbound : Monthly Performance Report: 10th of each month, Weekly CS Report 5 PM Sunday, Weekly outbound Report by Monday Efficient Manage Hire-Fire & Salary Disbursement Ensure NNT facility service monthly

Major Responsibilities: Lead and manage a team of 25 customer service agents Improving customer experience based on client feedback through Net Promoter Score (NPS). Conduct quality service monitoring through COPC standard tools. Provide necessary Support for smooth floor operation round the clock by rotation and adhere to the scheduled activity as planned. Escalate critical issues/complaints to the concern dept/team. Co-ordination with other department to solve issues in the earliest possible time. Help support units in quick trouble shooting on system, tools and administrative issues. Provide necessary HR and administrative supports to the agents. Training Need Analysis and recommend training to enhance job knowledge. Conduct training for staff development. Participate in FGD and gather query through continuous customer feedback for development of products and offer. Monitoring individual and team performance. Support the agents in operation by providing necessary service and process knowledge. Attend customers to solve critical issues when agents require.  Coordinate & mange different stakeholders as per business need.• Cross-functional Activities: Customer Insight (RTC) Simplification project-ongoing. CRM 360 degree project member from CS-2015 to ongoing. IPCC 2 deployment project in Contact Center-2014. Assessor of more than 50 recruitment interview for contact center-2015• Key Achievements: 2 times won “Best Team leader award” for leading team. Won best contribution of employee Won Best Sales team ward several times Won NPS award “Race for NPS” as Team.

Major Responsibilities:Analyzing, Planning, Design and Implement Inbound EDGE Sales Competition.Ensure Sales incentive.Ensure and monitor sales quality through different stakeholders.Track and Report sales trend.Set target of Entire Inbound EDGE (1200+ agents) sales

 Lead and manage a team of 25 customer service agents Perform monthly, quarterly & yearly staff performance evaluations Identify and address development needs of customer service agents Provide necessary Support for smooth floor operation round the clock by rotation and adhere to the scheduled activity as planned. Ensure smooth flow of information among team. Follow-up on the adherence and timeliness of the agents to ensure optimum utilization of human resources. Escalate critical issues/complaints to the concern dept/team. Co-ordination with other department to solve issues in the earliest possible time. Help support units in quick trouble shooting on system, tools and administrative issues. Provide necessary HR and administrative supports to the agents. Training Need Analysis and recommend training to enhance job knowledge. Monitoring individual and team performance. Provide real time feedback to ensure service quality. Support the agents in operation by providing necessary service and process knowledge. Attend customers to solve critical issues when agents require.  Management by walking around as per floor responsibilities.

Prepare Stock Exchange Report for 15 National News paperMaintain Database of BASLAssist E-Commerce activities of ebangla.net