Ullas Kumar Dhar Email & Phone Number

Dhaka, Bd

Begum Rokeya Sarani, Mirpur, Dhaka, Bangladesh

- Leadership to technical service operations team to maximize individual and team performance to achieve business goal - ensuring highest level customer satisfaction, revenue generation, customer loyalty and departmental KPI - Development and implementation of standards process for technical service operations. - Oversee day to day activities of Laptop, Desktop and Motherboard Repair Department Ő proper diagnosis and QC, quality repair (less repeated repair), productivity (daily/weekly/monthly), on time spare parts claim to principal, spare parts forecasting and ensure buffer stock, on time claim labor charge to principal, - Weekly/Monthly meeting with principal (HP, Dell, Acer, Lenovo and Gigabyte) for ensuring smooth support. - Customers Complaints management by proper follow up, proactive communication and faster resolution. - Analyzing customer complain & feedback and take corrective actions for further development. - Building and maintaining good relationship with corporate clients and channel partners.- Cross-functional SLA development for ensuring smooth operations.- Leading RMA (Return Material Authorization) and Courier support team as an additional responsibility.

Dhaka, Bangladesh

 Establishment of RAK Ceramics (BD) Ltd. call center for the first time in Bangladesh.  Developing call center process & policy, SLA among cross-functional departments.  Overall supervision and management of call center operations.  Customers’ complaints management and ensuring resolution of the issues within the time frame as per policy.  Ensuring customer satisfaction by delivering reliable support in every aspect.  Capturing customer insight and planning accordingly for further development. Supervise and monitor the activities of customer care section as an additional role and ensure customer oriented quality service.  Conducting training session for call center agents and showroom executives.  Building up relationship with target customers by ensuring their satisfaction and creating loyal customers.  Email communication: Management of Customers’ queries, purchase requests, complaints and email marketing.  SMS Communication: Occasional wishes, products campaign and promotion, some internal communication for sales executives etc.  Social media communication: Coordinating customers’ queries through Facebook.  Vendor management for Digital Marketing as an additional role.

Sirajganj District, Rajshahi, Bangladesh

 Closely guide and supervise all the employees within the center (Front desk Executives, Engineers & Commercial executives) and ensure all information dissemination to respective employees & make them understand and follow. Ensuring customer satisfaction by providing reliable, prompt and friendly service. All the center functions - front, technical and commercial – are coordinated and reported to head office through this position. Playing the role of Regional Coordinator for Rajshahi Region as an additional task. To follow up with Daily Activity report, QC report, productivity report, bounce rate and Faulty return with back up & full set stock report. Ensure the center with all logistic & administration support. Visiting markets regularly for ensuring positive perception of channel partners and enhancing the sales volume.  Involvement to develop various process and policy.  Ensuring and conducting necessary training for respecting employees.

Dhaka, Bangladesh

 Assisting customers for specific query through phone, email and social media.  Updating existing database with changes and status of customers. Analyzing, rectifying and providing solutions efficiently to customer concerns using established procedures, while raising all complaints and queries. Resolving customer requests and providing input into tracking system according to established guidelines. Ensuring highest customers satisfaction level.  Complain management.  Playing the role of acting team leader for last two months of my tenure.

Master Of Business Administration - Mba, Accounting And Finance, Appeared

Bachelor Of Arts [Ba Honours], English Language And Literature, General, Second Class

Higher Secondary Certificate (Hsc), Humanities, Second Division

Secondary School Certificates (Ssc), Business Studies, First Division