Md. Abu Bakar Shibly- CSPO®

Experience

• 

  Airtel Bangladesh Ltd.

  Feb 2007 - Jan 2008

  Customer Service Representative, Call center
• 

  Airtel Bangladesh Ltd

  Feb 2008 - now

  • Develop relevant KPIs which can reflect true customer experience and track them• Root Cause and “What If” Analysis for strategic and operational challenges and keep management informed to take relevant decisions• Develop & Track AOP (Annual Operational Plan) of Call Center.• Strategic Partner management • Doing “what if” analysis on operating and financial KPI’s• Support to identify root causes for KPI deviation and corrective action tracking• Monitor performance, highlight gaps and provide direction to teams on day to day basis • Prepare weekly and monthly contact center performance report • Provide adhoc reports as per management’s requirement• Prepare daily and monthly PSM (Performance Scoring Module) for monitoring agent & supervisor performance• Archive data for reporting purposes• Prepare daily and monthly call forecast and derive agent requirement for the same• Capacity Planning.• Follow up of activities with HR and Administration departments on behalf of Contact Centre staff. Show less

  • Team Leader Service Recovery

    Nov 2011 - now

  • Supervisor Operation, Call center

    Feb 2008 - Nov 2011
• 

  Airtel

  Mar 2014 - May 2016

  Assistant Manager, Contact Experience

  • Ensure customer queries, requests and complaints are catered in automated AI based solutions thus reducing the cost of human interaction in call center• Empowering customers so that customers can measure the service standards and resolve own complaints and satisfy own queries by introducing Mynetwork App, Chat bots & service app• Develop an understanding of customer needs and expectations across the spectrum of Customers and define, execute, prioritize strategies and programs to take care of their needs• Implement the Service Strategy that allows us to keep ahead of our competition and delivers to the changing Customer Expectations on an Ongoing Basis• Drive Complaint & call per Customer Reduction initiatives to reduce cost and bring efficiency • Drive Customer Empowerment by increasing Self-service penetration (thus reducing customer pain) Enhancement and implementation of cutting edge technologies in USSD, APP, internet etc.• Recommend and implement process changes across various processes to improve internal performance on all lead measures and drive initiatives to enhance customer satisfaction.• Build of Culture of “ prevention is better than Cure” • Use VOC analytics to convey messages across organizations and to help organization change product & process design basis the same• Drive SR and Complaints reduction- CoPC of Postpaid, CPC, Outbound CPC & Reduction in Escalations• Partner SLA monitoring and follow-up on improvement plan accordingly.• Preparation and submission of daily, weekly & monthly report to various stakeholder internal and external such as BTRC, Group management and CXO reporting.• Proactively reviews all customers’ profile & mitigates any exposure through proactive risk strategies (so that the SR’s and complaints are reduced in the long term)• Tracking process deployment and implementation. Report deviations and escalation handling (and correcting the process) Show less

• 

  Robi Axiata Limited

  Nov 2016 - Dec 2017

  Manager Customer complaint & Social Media

  • Ensure customer queries, requests and complaints are catered in automated AI based solutions thus reducing the cost of human interaction in call center• Empowering customers so that customers can measure the service standards and resolve own complaints and satisfy own queries by introducing Mynetwork App, Chat bots & service app• Develop an understanding of customer needs and expectations across the spectrum of Customers and define, execute, prioritize strategies and programs to take care of their needs• Implement the Service Strategy that allows us to keep ahead of our competition and delivers to the changing Customer Expectations on an Ongoing Basis• Drive Complaint & call per Customer Reduction initiatives to reduce cost and bring efficiency • Drive Customer Empowerment by increasing Self-service penetration (thus reducing customer pain) Enhancement and implementation of cutting edge technologies in USSD, APP, internet etc.• Recommend and implement process changes across various processes to improve internal performance on all lead measures and drive initiatives to enhance customer satisfaction.• Build of Culture of “ prevention is better than Cure” • Use VOC analytics to convey messages across organizations and to help organization change product & process design basis the same•Drive SR and Complaints reduction- CoPC of Postpaid, CPC, Outbound CPC & Reduction in Escalations•Partner SLA monitoring and follow-up on improvement plan accordingly.•Preparation and submission of daily, weekly & monthly report to various stakeholder internal and external such as BTRC, Group management and CXO reporting.•Proactively reviews all customers’ profile & mitigates any exposure through proactive risk strategies (so that the SR’s and complaints are reduced in the long term)•Tracking process deployment and implementation. Report deviations and escalation handling (and correcting the process) Show less

• 

  Robi Axiata Limited

  Aug 2024 - now

  Senior Manager VoC Management

  • Responsible for overall complaint management and customer advocacy & hardship function, ensuring effective complaint management, timely resolution and customer rights are maintained. • Manage Voice of customers by capturing in the CRM, channelizing them to right concern to turn into insight and actions for delighting and customized customer experience and thus monetizing every interaction with customers• Implement and drive Net Promoter Score (NPS) improvement initiatives in all across all service channels• Work closely with Enterprise Business intelligence team to produce customer behavior based analytics in order to optimize service channel experience & reduce cost and monetize interactions• Ensure customer queries, requests and complaints are catered in automated AI based solutions thus reducing the cost of human interaction in call center• Empowering customers so that customers can measure the service standards and resolve own complaints and satisfy own queries by introducing Mynetwork App, Chat bots & service app• Develop an understanding of customer needs and expectations across the spectrum of Customers and define, execute, prioritize strategies and programs to take care of their needs•Implement the Service Strategy that allows us to keep ahead of our competition and delivers to the changing Customer Expectations on an Ongoing Basis•Drive Complaint & call per Customer Reduction initiatives to reduce cost and bring efficiency •Recommend and implement process changes across various processes to improve internal performance on all lead measures and drive initiatives to enhance customer satisfaction.• Drive SR and Complaints reduction- CoPC of Postpaid, CPC, Outbound CPC & Reduction in Escalations• Preparation and submission of daily, weekly & monthly report to various stakeholder internal and external such as BTRC, Group management and CXO reporting. Show less