Abu Zafar Md. Saleh Email & Phone Number

Dhaka, Bangladesh

1. Translating business goals into specific software requirements.2. Prioritizing software features based on market need analyses and company strategies.3. Work closely with product managers and stakeholders to define the scope, features, and requirements for turning software prototypes into marketable products.4. Crystallizing the product vision and working closely with software engineers/the technical team to define its specifications.5. Lead and coordinate cross-functional teams to execute productization projects, setting clear timelines, priorities and objectives.6. Tracking progress against plan and resolving any variances as soon as they are identified.7. Collaborate with the quality assurance team to establish and maintain high-quality standards for software products.8. Create comprehensive product documentation, including user guides, release notes and technical specifications.9. Plan and execute product launches, including marketing campaigns, sales enablement and customer training.10. Establish mechanisms for collecting and analyzing feedback from customers, sales teams and support to continuously improve product offerings.11. Develop strategies for product lifecycle management, including updates, maintenance and end-of-life planning.12. Ensure that software products comply with industry standards, regulations, and security requirements.

Dhaka, Bangladesh

1. Improving customer service procedures, policies and standards for the organization.2. Taking ownership of customers issues and following problems through to resolution including complex issues and escalation.3. Communicate with customers via phone, email, or letter.4. Regularly analyze and review customer service records and statistics to compile comprehensive reports for the management.5. Identify and address staff training and coaching needs, mentor and develop customer service agents and nurture an environment where they can excel through encouragement to deliver high standard customer service.6. Train agents on how to adequately address problem over the phone or how to write correspondence.7. Liaison with the internal teams including engineering, sales, billing, accounts, etc.8. Direct and coordinate a team of technical support/helpdesk agents.9. Set reasonable customer satisfaction goals and work with the team to meet them on a consistent basis.10. Keep ahead of industry's developments and apply best practices to areas of improvementIdentify and implement strategies to improve quality of service and productivity with focus on teamwork, service excellence and ownership for resolving customer issues.

Dhaka, Bangladesh

1. Manage daily Contact Center operations.2. Develop and implement staff training and mentoring programs.3. Ensuring adequate call center coverage to achieve service levels targets.4. Optimizing call center productivity, achieving correct quality standards and minimizing costs.5. Improve telephone, technical, communication and customer skill performance of agents by developing and executing Quality Audit call monitoring6. Liaison between Helpdesk and all other related stake holders.7. Managing digital customer care i.e. Facebook page. Monitor client's reviews, comments, messages, and posts. Then communicate with clients over Facebook and personal calls.8. Regular email and SMS communication with customers for better customer service along with outage notification.9. Prepare Daily/Weekly/Monthly KPI report of team and individual members.10. Prepare 24*7*365 roster in an effective way. Monitor and find out busy hour of call center and re-arrange roster timing in regular basis.11. Monitor about right escalation of client complaint tickets and follow up with related teams.12. Taking care of billing disputation.13. Implement Contact Center dashboard for easy understanding of complaint trends. Also preparing daily reports.14. Random feedback from customers to improve NPS and SQI

Chittagong, Bangladesh

1. Monitor Link3 network and clients in 24/7 team.2. Attend inbound and outbound client call over Automated Call Distribution (ACD) system, Primary level troubleshoot, Generate complain ticket.3. Corresponding with several department, clients and vendors regarding link down and backbone down issues.4. Leading Chittagong help-desk team in absence of team leader, managing roaster duty, handling monitoring tools and ACD.

Bns Issa Khan, Chittagong

Carry out necessary maintenance of computer lab, troubleshooting of computers & network systems of various offices inside the BNS ISSA KHAN premises and provide computer training the Navy personnel

Chittagong, Bangladesh

Maintaining LAN, Internet connectivity and Hardware troubleshooting.

Education record

Bachelor Of Science - Bs, Computer And Information Sciences And Support Services