Reday Biswas

Experience

• 

  Eastern Bank Limited

  Jul 2017 - Jun 2022

  - Manage workforce planning, scheduling, and forecasting across various skills.- Oversee performance metrics, conduct regular analysis for trend identification.- Monitor real-time activities for schedule adherence and staffing optimization.- Ensure daily equipment and system checks, maintain a Contact Center database.- Generate daily, weekly, and monthly reports on service levels, call volume, and key drivers.- Act as the central point for Contact Center data management.- Optimize processes for cost control and operational excellence.- Develop processes to achieve Contact Center revenue targets. Show less

  • Trainee Assistant Officer

    Aug 2020 - Jun 2022

  • Trainee Assistant Officer

    Jul 2017 - Jul 2020
• 

  BRAC Bank Limited

  Jun 2022 - now

  Officer

  - Provide responsive customer service, addressing inquiries with technical knowledge and interpersonal skills.- Strictly adhere to AML/KYC guidelines, reporting suspicious activities promptly.- Implement effective processes to prevent money laundering, fraud, and customer risks.- Monitor reports and raise alerts, achieving set targets for deposits, loans, and account openings.- Resolve customer complaints, coordinate with relevant departments, and ensure compliance with policies.- Thoroughly check cash withdrawal instruments, handle clearing cheques, and ensure documentation compliance.- Approve/process account-related requests and prepare timely reports. Show less