Mohammad Fardous Rahaman

Experience

• 

  Brac Bank Limited

  Jan 2005 - Jul 2005

  Direct Sales Executive

  • Introduce new products to potential customers.• Contributed to the development of major sales and marketing campaigns.• Coordinate, supervise, and monitor the existing customers.

• 

  AIG

  Mar 2007 - Feb 2010

  Officer, Office of the Customer (OOC)

  • Collected 400k new contact numbers of customers.• Corporate Website Content Management and Up-dates.• Up-sales to New Customers at on-boarding.

• 

  MetLife Bangladesh

  Mar 2010 - now

  • Lead of Customer Complaint Management Unit.• Lead of Orphan Policy Management Unit.• Lead of Suspicious Claims Fraud Unit.• Complaints root cause analysis and fix the operations loop-halls.• Handle high profile customers and provide resolution of complaints. • Provided excellent customer service using effective interpersonal and problem-solving skills.• Handled all customer complaints & report to management with root cause analysis. • Coordinate Regulatory Complaints in high-level Complaint reporting to management. • Accomplished a successful Reinstatement Campaign.• Identifying the data-analytics problems that offer the greatest opportunities to the organization.• Communicating findings to stakeholders using visualization and other means. • Tele-Marketing & Tele Services, Cross-Sale, Up-Sale, Recapture Sales.• Customer Contacts, Satisfaction Surveys, Communications, etc.• Outbound and Inbound customer Call analysis and customer retentions.

  • Assistant Director, Strategy & Customer Centricity

    Apr 2024 - now

  • Assistant Vice President, Customer Centricity

    Jun 2019 - Apr 2024

  • Manager, Customer Centricity

    Jan 2018 - May 2019

  • Assistant Manager, Customer Services

    Jan 2015 - Dec 2017

  • Senior Officer, Contact Center

    Mar 2010 - Dec 2014