Tania Akter

Experience

• 

  Banglalink

  Jan 2010 - Aug 2010

  Care line officer

  Responsibility: • Provide customer service over the phone• Proactively aware/inform customers regarding our products/service• Maintain targeted KPI on a regular basis, Productivity and Quality• Capture customer insights and escalate critical issues/complaints and provide timely Feedback.

• 

  Grameenphone Ltd

  Aug 2010 - now

  Started this position back in November'2017 within Strategy and Pricing team. Main responsibility is to maintain technology roadmap, Marketing roadmap with GTM plan (working as a spoc), Stakeholder management with good communication. Preparing competition comparison report on a weekly basis based on current market offerings and sharing to Product Management.On Co-ordination role - successfully arranging townhalls, workshops, offsite workshop, market visits for Head of the department, Organizing meetings and schedule for HOD, writing meeting minutes, Maintaining liaison with the Product Management team, Increasing departmental engagement. Show less Maintained individual and team KPI with ensuring service quality of team membersLead the team as team captain ( Maintaining Trainee team members)Provide one-stop quality Customer Service through online communication/ written media; webchat, email, and social network to ensure a positive customer experience with a helping attitude and thus play a significant role in customer satisfaction, retention, and acquisition. Provide instant solutions and feedback, proactively aware/inform customers regarding our products/services.Follow-up critical issues and communicate with concerned stakeholders for solutions and feedback. Show less

  • Roadmap Manager and Department Co-ordinator

    Nov 2017 - now

  • Customer Service Executive in Digital care

    Mar 2015 - Nov 2017

  • Customer Service Executive - Outbound Sales

    Aug 2010 - Mar 2015