Ridwan Ul Karim Chowdhury Email & Phone Number

Dhaka, Bd

Dhaka, Bangladesh

Dhaka

Collaborates to develop programme goals, training objectives and measurements by analyzing learning needs and proposing multiple solutions to drive organizational and individual performance.Responsible for continuous follow-up with the programme to understand further improvement in training module and then to re-equip the facilitator with the changes / modifications.End-to-end design, facilitation, coordination, management and evaluations of learning programs and experiences.

Dhaka

•Deliver applicable training for client based on training need assessment.•Maintains competency and knowledge of current standards of practice, trends, and developments in related scope of job role or practice.•Make recommendations for resolution based on root cause analysis regarding HR policies/manuals •Coach and advise managers on company employee relations best practices, policies, programs or processes and how to respond to workplace issues appropriately.

Gp House; Dhaka

Training Management:•Identify the training requirement through training need assessment with relevant stakeholders in order to assure proper & quality development of relevant members •Ensuring the conduction or arranging training (technical, functional and soft skill) development activities for CS employees to keep them up-to-date for strengthening efficiency in operations•Leads in formulation or review strategies of Service modality / guideline for all relevant stake holders •Evaluate instructor (trainer pool) performance and the effectiveness of training programs to maintain standards on gaining objective•Coordinate projects & campaigns with different stakeholders of GP from Customer Service•Effective information management to ensure optimum flow of information in the organization•Suggest and approve any service modality for customer service to ensure the business and strategic objective.•Decide the communication plan and materials for any internal addition or changes which is related with front-line operation.•Follow up necessary training for NPS.Quality Assurance:•Maintain and follow up proper evaluation methodology and transaction monitoring for Contact center employees for maintaining the operational standard and positive customer experience.•Develop and monitor transactions of all the customer interaction mediums (Voice, email, and chat) served from Customer Service to ensure positive customer experience.•Establish evaluation methodologies for transaction monitoring and evaluation and calibrate with internal and external evaluators to guarantee a set standard practiced & followed from all points.•Direct and follow up Customer Experience initiative in Customer Service and yearly action plan of Customer Service to improve customer experience.•Assess industry benchmark and identify GP’s position•Audit “Transaction monitoring process” to ensure right quality

Gp House- Bashundhara

Analyze the weekly insights and create a report on the NPS parametersDo a trend and correlation analysis on the basis of the score and insights to suggest changesPrepare report for CS channels for the inner and outer circle forumsPrepare monthly report on NPS for the CS management to take effective decisionSet KPI for the different activities relevant to NPS and follow-up on regular basisAnalyse the report on the different activities to find out the gapGive feedback to the operational head, Leaders and relevant stakeholders to minimize the gapFacilitate different workshops to enhance employee morale and improve NPS performance

Coordinate projects & campaigns with different stakeholders of GP from Customer ServiceEnsure CS involvement in the relevant projects at the right time and with right resourcesCoordinate with products/segments regarding different campaigns and ensure CS involvement/readinessEnsure alignment between Projects/ Campaigns and Customer Service strategyEffective information management to ensure optimum flow of information in the organization

Identify the training requirement through training need assessment with relevant stakeholders in order to assure proper & quality development of CS members Ensuring the conduction or arranging training (technical, functional and soft skill) development activities for CS employees to keep them up-to-date for strengthening efficiency in operations.Develop and organize training contents, manuals, multimedia visual aids, and other educational materials in line with CS requirement thus developing CS members.Managing Customer Service smooth flow of information through live information library and ensuring all relevant internal communication with required stakeholders so as to optimize efficiency from front liners Leads in formulation or review strategies of Service modality / guideline for all relevant stake holders Evaluate instructor (trainer pool) performance and the effectiveness of training programs to maintain standards on gaining objective

Gp House,Bashundhara;Baridhara;Dhaka-1229

Organize planned trainings for different levels of Customer Service as per training need assessment (TNA) Execute ad-hoc trainings as per requirement derived from new campaign, offer, system change/up-gradation, etc. Create and maintain a conducive learning environment for all participants, new hire or continuing edification. Arrange induction training for the new employees and ensure readiness for the production Arrange monthly online quiz for Customer Service for refresh the knowledge base, quick flow of new information/knowledge and evaluation Create and maintain strategic partnerships with floor operations and instructional design partners. Communicate with various segments within the Customer Service and outside; including resource planning with expected quality Facilitate trainers to ensure the quality of training Follow up the learning curve of customer service for core operation and supporting unCross functional activity with different stakeholder for designing service modality Information update, maintain and communication to relevant stakeholder

Nitol Niloy Tower,Nikunja-2;Dhaka-1229

Process generation and Implementation for contact centerIdea generation Implementation for contact centerGenerates reports on SQI and other set parameters and acquaint with observation and suggested remediesOrganize and Perform calibration sessionImplemented and develop of NICE evaluation form and aligning with process and system and other changeArrange and carryout feedback session to the concerned endAnalyze call trend and agent Performance and implement measure and accordingly

Nitol Niloy Tower,Nikunja-2;Dhaka-1229

Providing service as per subscriber query,request,complaintMaintaining Provided KPI

Post Graduate Diploma In Hrm(Pgdhrm), Hrm

Masters Of Business Administration (Mba), Major In Finance

Bachelor Of Business Administration (Bba), Major In Accounting And Finance