Forhad Hossain

Experience

• 

  Grameenphone Ltd

  Oct 2015 - Nov 2017

  • Solve the issues of the customer manager by providing preferable service.• Notify the customer managers of any service outages of any kind or network problems affecting multiple customers.• Word, Excel, and Outlook are frequently used to gather data reports and utilize them for upcoming upgrades. • Resolve customer concerns by offering better service over the phone using the 3cx app.• Give priority management to both prepaid and postpaid customers.• CSP, CRM and CBIO tools were mostly utilized for customer service.

  • Customer System Manager

    Oct 2017 - Nov 2017

  • Trainee

    Oct 2015 - Sept 2017
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  Skitto

  Dec 2017 - Aug 2018

  Customer Service Manager

  • Handle customer inquiries and issues, providing resolutions promptly.• Provide customers with solutions via email, live chat, and phone calls.• Promote different campaigns through outbound calls & also inform the retail team about the campaigns.

• 

  Apollo Hospitals

  Jul 2019 - Apr 2020

  Officer

  • Solve the patient's issue by providing a preferable service.• Use PABX to connect calls between departments, doctors, and patients.• Assist patients with general information, recommendations, or doctor appointments.

• 

  Evercare Group

  Apr 2020 - Oct 2020

  Telemedicine Manager

  • Lead, support & train 20-25 team members in scheduling appointments online and educating patients aboutit.• Assist the doctors along with the patient in setting up the telemedicine process to interconnect.• Establish the appointment plan based on the needs of the doctor. Process the daily information through spreadsheets about appointments and doctors, and analyze it with the team.

• 

  ShopUp

  Oct 2020 - Jul 2021

  Customer Experience Associate

  • Assist in preparing operational activities by orienting, training, and supervising newly hired customer service employees.• Help merchants with account and product-related problems.• Prepare the agent's weekly and quarterly reports through spreadsheets and analyze the data for further development.

• 

  DailyGoods

  Jul 2021 - Aug 2022

  Senior Marketing & Sales Executive

  • Plan and carry out offline and online marketing campaigns.• Establish sales goals by designing marketing material and projecting expected sales volume for existing and new products.• Create social media campaigns and posts using Canva, Lightroom, and other necessary tools. Post them on various social media platforms with trending keywords, and perform SMS and mail marketing.

• 

  Daraz

  Sept 2022 - May 2023

  Issue Resolution Officer

  • Oversee the RTC and refund teams, assist them with any inquiries they may have, and facilitate internal communication using DingTalk.• Handle problems with the product, delivery, and buyer's account by phoning via the Xcally tool.• For efficient operations, communicate with various departments such as finance, logistics, and hub managers.

• 

  ASL BPO

  May 2023 - Jul 2024

  Back Office Representative

  • Lead a team of 25 people, offer assistance, and support the European project "Project Miinto," which is based in Poland.• Use Slack for internal communication and Trello for project management.• To assist the agents in obtaining information quickly, a spreadsheet was created to house all necessary tools, links, information, SOP, etc. in one place.• Provide weekly data on AHT, QA, and other topics using spreadsheets. Then, create a comprehensive PowerPoint presentation and deliver it to the client at the monthly meeting. Show less

• 

  Software Solutions 360 Inc.

  Jul 2024 - now

  Client Relations Officer

  • Assist customers via phone, email, and chat with queries and issues.• Be professional at all times; maintain a positive attitude while showing empathy towards the customer.• Leverage Google Suite and Slack to make it much easier to communicate and collaborate.• Keeping an adequate record of the customers' interactions and transactions.• Ensure that customers' experiences are unified by working collaboratively with the team.