Major Responsibilities:  Oversee and maintain the entire Customer Service operations for small package (SP) business including Contact Center (Frontline) & CRG (Backline) activities.  Actively involve in organizational Strategies, Revenue Plan, CSI (Cost Saving Initiatives) as a SLT (Senior Leadership Team) member. Regular Customer visit and discuss on customer’s pain area and provide customer centric solution with the help of local & global teams. Maintain in-depth working knowledge of the company’s customer service related processes, networks and products to drive the overall customer satisfaction index. Develop customer service strategies to increase the quality and efficiency of support to customers and imbibe the same to the team members. Conduct regular internal review meetings to discuss and resolve service failures/customer concerns & initiate a Turn Around Time (TAT) for solutions to all issues. Leading the UPS Internet Shipping (UIS) team and convert the customers to Electronic Airway Bill (EAWB) from manual shipping.Tenure Highlights: Bangladesh Customer Service team has been awarded as “Best Customer Experience Performance 2023” in Indian Subcontinent ASC of UPS. Launched new KPI’s for Frontline, Backline Executives and Managers.  SOP for few high value customers. Implement CS Integrated Software for shipment exception notification and internal escalations. Introduced Nursery & IFC (Import Freight Collect) desk. Maintaining Service Level of Contact Center above 97% and Call Abandoned below 0.5%. Introduced Split Shifts for Contact Center. Customer Email response time bring down to 1 hour in 2023 from 6 hours in 2022. Average shipment lost reduced significantly in 2023 compare to 2022 & 2021.

Major Responsibilities:  Heading the entire Customer Experience operations of two business verticals (Sheba.xyz & sManager) of Sheba Platform Ltd which inhabits Contact Centers, Digital Query Management, Overall Training and Quality, Tele sales, Field visit and Priority Customer Service. Managing the Customer Experience Team in two different locations (Jashore & Dhaka) of more than 70 agents and 13 leadership employees (Manager, CC Lead, VOC Lead, TL & QAT) who are serving an average of 2000 customers per day in Call Centers & DQM with 98% Answered Call Ratio and 95% of Service Level.  Strengthened the whole Telesales process which contributed to generate one third of total orders/day for Sheba.xyz. Developed several processes/SOPs to handle complex customer queries and complaints. Tenure Highlights: Successfully Re-launched Jashore site of the organization and shifted 80% volume of Customer Experience in Jashore within 1 month without any impact in operations & customer experiences. Launched new DQM tool to ensure uninterrupted customer experience in digital platform with efficient monitoring and reporting.

 Heading the entire Contact Center operations of 15 Process and 750+ team members including Telecom (Grameen Phone), MFS (Nagad), Bank (NCCBL, Modhumati Bank Ltd.), Automobile (Uttara Motors Ltd, Runner Automobiles Ltd, VECV), Govt. Projects (NBR Vat Online, Desco & DSA), Electronics (LG, Xiaomi), Healthcare (Tonic), Furniture (Hatil) and FMCG (CocaCola) outsourced to Digicon Technologies Ltd. Lead, direct and manage multi-site operations of Inbound, Outbound, Back Office and DQM for 3 sites in Dhaka, Bangladesh, 1 site in Jashore, Bangladesh & 1 site in Kathmandu, Nepal. Business plan & Operations strategy development, pricing and billing structure and overall responsible for the P & L of the mentioned accounts. Existing and New Account revenue target achievement. Relationship management for existing client. Account mining on key area helping in expansion and ramp up of processes to increase flow of additional revenue. New business acquisitions, RFI, RFP, Solution Workshop, Due diligence form critical work areas which require high level of involvement. Participation in pricing, infrastructure and technological solution with in-depth understanding of man power requirement and profitability.Tenure Highlights: Successfully launched Nepal Operations of Digicon Technologies Ltd. as a Project Manager with the client of VE Commercial Vehicles Ltd. Nepal from Mar’20

 Directly managing entire Contact Center operations of multiple sectors including Telecom, Bank, Automobiles, MFS, Electronics and FMCG. Heading the Inbound, Outbound, Back Office & DQM Operations of more than 12 Process which is major portion of BPO operations of the organization. Lead, direct and manage multi-site operations for 600+ team members to ensure that the operations staffs execute service agreements at or above the customer's standards and meet quality and productivity. Adhering TATs and SLAs as per the contract. Manage, coach and develop the Manager, Deputy Manager, AM's, TL’s & QA’s and also provide individual development opportunities and conduct performance reviews and appraisals. Maintaining excellent relations with existing clients to generate avenues for additional business. Support the overall process of management and corporate decision-making to ensure the organization maximizes its short, medium and long-term profitability. Assist Business Development team in preparation of business proposals and RFP participation.Tenure Highlights: Awarded as “Employees Leader” in RNR for Back Office and Leadership Employees of Q3, 2019.

Served as Manager & Head of Careline, Customer Care Division at Banglalion from 15th Dec'13 to 28th Aug'16.Responsible For:Careline Inbound & Outbound TeamCareline QA & TrainingSocial Media TeamOutbound & Resolution Team Major Responsibilities: KPI implementation for Agents, Team Leaders, Supervisors, Quality Analyst, SMT and Trainers. Determines call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses. Accomplishes call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions. Liaise with all departments to have a good understanding of products, procedure and processes to enable us to assist team and the customers with queries. Implementation and maintenance of highest level of quality service. Monitoring all day-to-day activities in the Careline. Coordinate & consult with support departments for resolution of customer issues. Ensuring on time and proper service to the subscribers through “Banglalion” Facebook page. Ensuring quick and accurate resolution of customer’s Ticket and Queries by “Outbound & Resolution Team” within assigned SLA.Tenure Highlights: Initiated and launched KPI for Banglalion Careline Team member of “Churn Prevention Project” of Banglalion

Served as Assistant Manager, Operations,“Digicon Technologies Ltd” since 23rd April, 2012 to 14th Dec, 2013. Major Responsibilities: Manage daily performance to ensure that all CSR’s and Team Leads are providing the service to all customers as per the agreed SLAs.  Meets/exceeds service and quality levels as assigned by Management/Client. Average Handling Time (AHT) target to meet as per process. Cost control and maximum utilization of resources for productivity. Manages day-to-day operations of the team, including attendance, attrition and outages, to minimize customer impact. Coaching and mentors CSR’s and Team Leads.  Interview associates to ensure the quality of hire. Ensure agent utilization greater than 92%. Tenure Highlights: Awarded the position “Top Performer Ops” in the month of June & July, 2013.

Served as Supervisor-Operations (Level: Senior Officer), Contact Center, Customer Care Division in “Airtel Bangladesh Ltd.” (Former Warid Telecom International Ltd.) since January 01, 2009 to April 22, 2012. Major Responsibilities: Supervising the floor and monitoring queue of inbound calls and providing spot solutions of the queries posed by agents. Live Call Monitoring and on-spot counseling on regular basis. Arranging team meeting on regular basis to outline the following fifteen day objectives and setting target on predefined service KPI’s. Efficiently working in Work force management team and prepared roster for whole contact center. Preparing PSM (personal scoring module) on daily basis and monthly reporting on the same for the Contact center and Channel support.  Average Handling Time (AHT) reduction to keep AHT in required level. CPC (Calls per Customer) management and reduction. Monitor & Supervise Contact Center Partner after outsourced from 1st September, 2011 Single Point of Contact of every event of Customer Care Division.Tenure Highlights: Several times Supervisor of the Month (Ex: June , July, September & October’2011) in Contact Center. Active member of contact center outsourcing process from airtel end to outsourced BPO partner. Idea generation & arranged Campaign of Billing invoice channel change (from mail to e-mail) campaign for the post paid subscribers that has saved courier cost significantly. Awarded the “SILVER MEDAL” for contributing and working as launch team member of Warid Telecom Int. Ltd.

Served as a Customer Service Representative (Level- Management Trainee Officer)-Contact Center (Inbound/Outbound) in “Warid Telecom International Ltd.” from February 10, 2007 to December 31, 2008. Major Responsibilities:  Confer with customers by telephone in order to provide information about products and services, or to obtain details of complaints.  Refer unresolved customer grievances to designated departments for further investigation.Tenure Highlights:  Several times awarded as Employee of the Month and Call of the Week in Dhaka Contact Center.

Served as an Agent, Call Center–Customer Care Division in “Citycell” since January 09, 2005 to January 31, 2007. Major Responsibilities: Interact with customers by telephone in order to provide information about products and services, or to obtain details of complaints.  Correspondence with other departments regarding problems & complaints of different customers.Tenure Highlights:  Awarded as Employee of the month for several times.