Mahfuz Mohi Uddin

Experience

• 

  Grameenphone Ltd

  May 2015 - Feb 2018

  Customer Service Officer

  • Bill information and update from different touch-points using related tools, Invoice clarification• SIM Replacement query support, SIM Change/ Activation, B/L Reconnection, SIM Activation within 3 mints through GPSD hotline, Barring, Unbarring• System support for Migration, Transfer of Ownership• Providing general and all updated information on Product, Tariff and New Offer etc• Scratch card related Query handling• Providing WAP, Welcome Tune, EDGE and Handset related Queries• Ensuring Customer Insight Capture through CIMS for all the calls• Maintain the KPI of Avg. 7hrs availability at hotline, Avg. waiting time below 00:20 Sec., and Avg. Handling time below 2:15 Mints• Reporting to Different concerned operational UNITs regarding own operational activities• Make sure of achieving KPIs and efficiency of each member of the UNIT Show less

• 

  Uber

  Dec 2019 - May 2023

  Operations Consultant

  • Onboard partners, managing waiting time matrix for the driver walk-in support center.• Assigning core support team members daily task according to their bandwidth.• Delivering matrix wise reports and align to team lead.• Conducting meeting with project stakeholders.• Preparing draft for driver & passenger emails and online support channel.• Resolving passenger’s lost and found issues in Uber rides in walk-in & emails.• Provide required service training and process to distributor channel backend agents. • Follow-up on the WhatsApp channel support and SOP upgradation for different service channel. Show less

• 

  BD Creation

  Jun 2023 - Nov 2023

  Senior Executive, Quality System (Handicrafts & Hard Goods)

   Fully responsible for all quality requirements of raw material stacking, production, finishing and quality control departments. Ready to support all QA & QC staffs to perform their daily responsibilities. Keep records of all (hard copy and soft copy) in accordance with customer’srequirement with regards to quality management system for future audits. Arrange and conduct training program in accordance with RQS and keeping training records in the files for future audits. Prepare internal inspection reports and keep records for every individual shipment for future audits and other necessities. Timely and effective communication with the respective personnel from customers end and convey their requirements to QA & QC staffs in all departments like raw materials, production, finishing & packing section etc. Responsible for the invitation of third-party inspection arrangements and sample sending activities to customers through courier companies. Fully responsible for daily production reports and process control reports of all sections and keep updated reports for future audits. Responsible for the preparation of moisture control reports, early risk assessment reports, fumigation reports, maintaining metal free zone register and other reports as per requirements. Show less