Md. Assaduzzaman Email and Phone Number
I am an accomplished Executive Training & Quality Analyst with a proven track record in driving customer service excellence and sales performance. Currently, I am working at Shikho Technology Limited, where I excel in providing insightful reporting to management and ensuring exceptional customer service during incoming and outgoing calls. With a passion for continuous improvement, I train new hires on script adherence and best practices, monitor operators’ performance, and develop interactive training content to enhance skills and knowledge.Throughout my career, I have been dedicated to optimizing performance and maintaining high-quality standards. In my previous role as a Contact Center Lead at Sheba Platform Limited, I successfully managed inbound digital query management, order management, and social media query responses. I achieved a 100% query response rate within the standard SLA, audited chat/calls on a daily basis, and implemented efficient systems and projects to enhance operations.My expertise extends to data analysis, where I collect and analyze sales data, customer behavior, and trends. By establishing smart evaluation and monitoring dashboard systems, I drive data-informed decision-making and support the sales team in effectively utilizing sales data to enhance customer engagement and drive sales growth.Collaboration is a key aspect of my approach, and I have successfully worked alongside IT developers, production, marketing, and sales teams to enhance customer services and elevate brand awareness. I possess strong leadership capabilities, as demonstrated during my tenure as a Team Leader at Genex Infosys Ltd., where I motivated and coached teams, maintained performance reviews, and identified areas for improvement.With a solid foundation in customer support and a focus on delivering excellent experiences, I have consistently addressed customer complaints, maintained positive interactions, and ensured a smooth communication bridge between service operations and front-liners. I have a proven ability to prioritize tasks, make risk assessments, and achieve SLAs while exceeding customer expectations.If you are seeking an experienced and results-driven Sr./Executive with expertise in customer service, sales performance, and team leadership, I invite you to connect with me. Let’s explore how my skills and experience can contribute to your organization’s success.
Shikho
View- Website:
- shikho.tech
- Employees:
- 13
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Senior Executive, Business Intelligence, Telesales OperationShikho Aug 2023 - PresentDhaka, Bangladesh• Develop a lead scoring system to prioritize and categorize leads based on their potential for conversion.• Collaborate with marketing to ensure a seamless transition of marketing-qualified leads to the telesales team.• Continuously monitor and analyze the performance of lead distribution strategies, making data-driven adjustments as needed.• Analysing user behavior to identify potential users and ensure the campaign enforcement toward the user base.• Assist in identifying ideal customer profiles for telesales outreach.• Help develop training programs for telesales representatives based on data-driven insights.• Create insightful reports and dashboards that visualize telesales performance data• Develop actionable recommendations for improving telesales processes and strategies.• Conduct regular training sessions for the telesales team on effective lead engagement strategies and objection handling.• Implement a lead assignment strategy to ensure each team member receives leads aligned with their strengths and expertise.• Establish clear communication channels between the telesales team and other departments to gather insights that can enhance lead conversion.Core responsibility: Act like a bridge between data and action, using intelligence to optimize telesales effectiveness and drive revenue growth.
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Executive Training-Quality & Sales Operations AnalystShikho Nov 2022 - Aug 2023Dhaka, Bangladesh• Provide daily/monthly/quarterly reporting to management.• Listen in on incoming and outgoing calls to ensure excellent customer service and effectiveproduct presentation• Train new hires on the importance of following scripts and on best practices during a call• Monitor operators’ product knowledge, ability to handle objections and call closure• Preparing interactive training contents on a regular basis.• Track performance of individual scripts and operators.• Managing assessment tests and evaluation of trainings.• Update procedures and scripts based on customer response and changing business needs• Collecting and analyzing sales data including customer behavior, sales trends.• Establish smart evaluation & monitoring dashboard system.• Development and maintanance of Sales & Quality Report Automation.• Provide training and support to the sales team to help them understand and use sales data effectively.• Identify opportunities for growth and recommend strategies to improve customer engagement and drive sales performance & work closely with the sales team for effective implimentation of strategies.
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Lead - Digital Query ManagementSheba Platform Ltd. Jan 2022 - Nov 2022Dhaka, Bangladesh➢ Lead - Digital Query ManagementExperienced with (Partially Leading):➢ Order Management Department➢ Inbound• Managing the day-to-day activities of the team.• Data analysis and coordination with the marketing team in order to increase customer engagement and sales graph improvement.• Work closely with Marketing Department to execute the campaign and the query management.• Address customer complaints on social media and escalate to the responsible or arrange solutions where complaints are found.• Create the bridge of smooth communication between the Service Operation and front liners to create a flawless customer experience.• Prioritize and make risk/impact assessments within existing processes and procedures toward achieving SLAs.• Smothering order journey, ensuring 100% follow up on orders to ensure all orders are being served on time, Expert management.• Collaborating with IT developers, as well as the production, marketing, and sales teams to enhance customer services and brand awareness.• Conducting training of team members to maximize their potential.• Empower team members with skills to improve their confidence, productknowledge, and communication skills.• Conducting quarterly performance reviews.• Contributing to the growth of the company through a successful team.• Social Media query management. Ensuring 100% query response within standard SLA from various social media (Facebook, Instagram, Whatsapp, Telegram, LinkedIn, Google Play Console, Google Business).• Develop a strategy the team will use to reach its goal.• Listen to team members' feedback.• Monitor team members' participation to ensure the training they are beingprovided is being put into use, and also to see if any additional training isneeded.• Create reports to update the company on the team's progress.• Distribute reports to the appropriate personnel.• Business development. -
Operations Team LeadGenex Infosys Limited Dec 2020 - Jan 2022Dhaka, Bangladesh➢ Project: Grameenphone- Start: October 2021- End: January 2022➢ Project: foodpanda- Start: December 2020- End: October 2021• Managing the day-to-day activities of the team.• Motivating the team to achieve business KPI.• Develop a strategy the team will use to reach its goal.• Developing and implementing a timeline to achieve targets.• Daily basis chats auditing to ensure quality communication on conversation and attend weekly calibration.• Conducting training of team members to maximize their potential.• Regular Deep Dive in DSAT conversations to identify communication gaps and implement the new standards to reduce Dissatisfaction Ratio and manage regular basis ACPT reports to preview the standing.• Re-arrange service procedures or implement new ways in terms of communication according to the majority of customer mindset.• Creating standard quality ensured templates with easy access in order to increase the productivity of front-liners and quick support and response.• Empower team members with skills to improve their confidence, product knowledge, and communication skills.• Conducting weekly, monthly, and quarterly performance reviews.• Contributing to the growth of the company through a successful team.• Monitor team members' participation to ensure the training they are being provided is being put into use, and also to see if any additional training is needed.• Create reports to update the company or the appropriate personnel on the team's progress.• Support the Operations Manager to highlight operational risks and areas for improvement. -
Sr. Customer Service AssociateGenex Infosys Limited Aug 2019 - Dec 2020Dhaka, BangladeshProject: foodpanda○ Handling customer complaints through live chat to ensure CSAT.○ Following standard procedures.○ Part of leadership team as Shift Lead○ Completing assigned tasks by the leadership team within deadline regardless ofany challenges.○ Report making on a regular basis based on assigned tasks.○ Performance measurement.
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Customer Service AssociateGenex Infosys Limited Apr 2018 - Aug 2019Dhaka, BangladeshProject: UBER○ Creating customer’s interest in the product through outbound calls.○ Follow up with prospective customers.○ Handling customer complaints over the phone and turning the customer into aprospective business partner.○ Completing multiple campaigns.○ Calling drivers and creating awareness regarding behavior with fellowcustomers.○ Calling drivers for giving a short training season about how to improve theirperformance to achieve their targets and goals.
Md. Assaduzzaman Education Details
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Economics -
Humanities
Frequently Asked Questions about Md. Assaduzzaman
What company does Md. Assaduzzaman work for?
Md. Assaduzzaman works for Shikho
What is Md. Assaduzzaman's role at the current company?
Md. Assaduzzaman's current role is Sr. Executive • Business Intelligence - Telesales OPS @ Shikho • Customer Experience • Training & Quality • Complaint Management • People Management • Sales.
What schools did Md. Assaduzzaman attend?
Md. Assaduzzaman attended Government Titumir College, Adamjee Cantonment College, Shaheed Bir Bikram Ramiz Uddin Cantonment School.
Who are Md. Assaduzzaman's colleagues?
Md. Assaduzzaman's colleagues are Sumiya Rahman, Sumona Haque, Md Khaled, Md. Aminul Islam Mukul, Ridwan Ridu, Hasan Ahmad, Md Solaiman Hossain.
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Md Assaduzzaman
Extremely Adaptable, Self-Motivated, And Results-Oriented Accounting Professional With 6+ Years Of Experience Building And Leading Comprehensive Accounting And Finance Operations.Pabna Sadar Upazila -
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Md Assaduzzaman
Dhaka, Bangladesh -
MD Assaduzzaman
Saghata Upazila
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