Experience

• 

  Bangladesh internet exchange ltd

  Jul 2005 - Mar 2006

  Network support engineer

  Responsibilities:• Giving support to keep stable all the connections which are connected through ADSL/DSL Modem via Cable, DVB and Radio Link from the server• Responsibilities include connecting and troubleshooting local area network, administrating Windows NT/2000 Server and Linux environment, troubleshooting computer errors, setup, and test and perform routine maintenance on Windows 98/2000/NT and Linux platform• Provide direction and assistance to system engineers and staffs in problems with LAN, Internet access and other software application and provide overall direction to the staff to maintain computer to avoid error/technical problems. Show less

• 

  Grameenphone ltd

  Mar 2006 - now

  • Lead 3 teams, each consisting 8 members and ensure expected service delivery of the team members • Ensure smooth Contact Center service operations as per the plan • Ensure one-stop quality Customer Service over phone in every customer interaction • Ensure sales and dissemination of proactive information through inbound and outbound contacts • Conduct monthly 121 dialogues with the Customer Managers • Conduct quality audit of the team members using NICE Voice Logger and take follow-up actions • Develop the team members through involving, enabling, coaching, and providing feedback Show less Responsibilities:• Organize planned training for different levels of Customer Service as per training need assessment (TNA)• Execute ad-hoc training as per requirement derived from new campaign, offer, system change/up-gradation, etc.• Create and maintain a conducive learning environment for all participants, new hire or continuing edification.• Arrange induction training for the new employees and ensure readiness for the production • Arrange monthly online quiz for Customer Service for refresh the knowledge base, quick flow of new information/knowledge and evaluation• Create and maintain strategic partnerships with floor operations and instructional design partners. Communicate with various segments within the Customer Service and outside; including resource planning with expected quality• Facilitate trainers to ensure the quality of training• Follow up the learning curve of customer service for core operation and supporting unit.• Cross functional activity with different stakeholder for designing service modality • Information update, maintain and communication to relevant stakeholder Show less Responsibilities:• Provide one-stop quality Customer Service over phone to ensure positive customer experience• Proactively aware/inform customers regarding our products/service• Capture customer insights and escalate critical issues / complaints and provide timely feedback• Maintain targeted KPI on a regular basis• Serve customers with helping attitude and thus play a significant role in customer satisfaction, retention, and acquisition. In this way enhance Grameenphone’s brand image Show less Responsibilities: • Bill information and update from different touch-points using related tools, Invoice clarification• SIM Replacement query support, SIM Change/ Activation, B/L Reconnection, SIM Activation within 3 mints through GPSD hotline, Barring, Unbarring• System support for Migration, Transfer of Ownership• Providing general and all updated information on Product, Tariff and New Offer etc• Scratch card related Query handling• Providing WAP, Welcome Tune, EDGE and Handset related Queries• Ensuring Customer Insight Capture through CIMS for all the calls• Maintain the KPI of Avg. 7hrs availability at hotline, Avg. waiting time below 00:20 Sec., and Avg. Handling time below 2:15 Mints• Reporting to Different concerned operational UNITs regarding own operational activities• Make sure of achieving KPIs and efficiency of each member of the UNIT Show less

  • Manager

    Jul 2012 - now

  • Senior Executive, Training & Information Management

    Feb 2012 - Jun 2012

  • Executive

    Dec 2008 - Feb 2012

  • Customer Manager

    Mar 2006 - Dec 2008