MD. MOHIBUL ALAM

Experience

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  Digicon Technologies Ltd

  Oct 2011 - Apr 2013

  Customer Service Representative (CSR)

  1. Generate and qualify leads through cold calling.2. Explain products or services and prices, and answer questions from customers.3. Manage leads by tracking and following up on them.4. Meet monthly team meeting to development plan.5. Documents transactions by completing forms and record logs.6. Maintains quality service by following organization standards.7. Contributes to team effort by accomplishing related results as needed.

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  Step One and Sea Freight

  Apr 2013 - May 2015

  Zonal Trainer (Service Quality)

  1. Prepare monthly & yearly training calendar.2. Facilitate, conduct, coordinate and manage training programs.3. Responsible for organizing courses and training programs4. Plan, develop, and update training materials on different topics.5. Prepare reports on training programs held, market responses/feedback.6. Responsible for Monitoring and conducting training of (Airtel Experience Center, Airtel Relationship Center & Airtel Service Center).7. Develop and implement training programs for entire CS division.8. Training on distribution house, field sales forces on regular basis9. Ensure administrative supports for Training Department for smooth operation Show less

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  Airtel

  Jun 2015 - Nov 2016

  Center In-Charge

  1. Ensure CS Staff is updated on current Policies and Procedures of the Company 2. Managing and resolving customer complaints from the AECs & WICs.3. Counseling and problem solving for customers and CS employees.4. Meeting the monthly up selling target on Data.5. Meeting the monthly postpaid selling target.6. Ensure achievement of required Customer Service Standards from the AECs & WICs.7. Supervision of CS staff on day to day operations.8. Daily clinics of CS staff soliciting feedback on current issues and providing required updates/counseling.9. Observation of experience center executive (ECE) customer handling for training needs assessment.10. Ensuring compliance and audit of the AECs & WICs.11. Ensure proper submission of daily reports. 12. Responsible for the overall administrative issues relating to daily AEC & WIC operations and escalation. Show less

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  Robi Axiata Limited

  Nov 2016 - May 2020

  Center In-Charge

  A professional result oriented customer service resource with more than 4 Years in Center in Charge in market operation of customer service department & 9 years of experience in Training and Call center under Customer Service department. A good track record of people management, market operation, training, audit, customer service, quality assurance and Process development.

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  BKash Limited

  Jun 2020 - Feb 2022

  Customer Care Center In-Charge

  Organization and coordination of Customer Support Department workflows;Improved NPS (Net Promoting Score) through customer Feedback.Reviewing and updating existing KYC, AML and Risk Management procedures, in close cooperation with the company’s Compliance Department;Responsible for training and development of the support department;Work closely with the management team to align customer service department policies and systems with the company’s objectives;Oversee customer issues and ensure effective and long-term problem resolution;Develop and implement procedures pertinent to the effective and efficient running of the Customer Service Department;Obtain and evaluate all relevant information to handle client inquiries correctly;Record details of all client inquiries, comments, and complaints;Handling customer complaints or any other support related incidents. Show less

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  Bikroy

  Mar 2022 - now

  Head Of Customer Support

  1. Drive operational process automation & feature enhancement of existing systems/ platforms or products.2. Formulate complaint trending & analytics and advanced reporting for insight-based experience enhancement3. Liaison with internal & external stakeholders for end to end complaint & insight resolution4. Organization and coordination of Customer Support Department workflows;5. Ensure timely resolution of customer complaints & feedbacks to improve overall CSAT & NPS.6. Reviewing and updating existing KYC, AML and Risk Management procedures, in close cooperation with the company’s Compliance Department;7. Responsible for training and development of the support department;8. Work closely with the management team to align customer service department policies and systems with the company’s objectives;9. Oversee customer issues and ensure effective and long-term problem resolution;10. Develop and implement procedures pertinent to the effective and efficient running of the Customer Service Department;11. Obtain and evaluate all relevant information to handle client inquiries correctly;12. Record details of all client inquiries, comments, and complaints;13. Ensure all customers' insight has been captured as a central contact point of Insight and Complaint Management and communicate to concern in a timely manner14. Analyze business needs and develop & maintain SOPs, SLA, Guideline and Process for enhancing Customer Experience15. Handling customer complaints or any other support related incidents Show less