Experience

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  Grameenphone ltd

  Apr 2012 - Aug 2015

  Customer service manager

  ** Provide one-stop quality Customer Service over the phone to ensure positive customer experience.** Proactively inform customers regarding GP products & services. ** Capture customer insights and escalate critical issues.** Maintain targeted KPI on a regular basis.** Sale through inbound and outbound contacts.

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  Fifotech

  Jan 2016 - Apr 2017

  Contact center supervisor

  ** Supervise QA (Quality Assurance) team and ensure high priority in delivering service excellence in line with the established quality assurance standards.** Monitor and maintain the departmental key performance indicators of all the agents as outlined by management.** Assist with the hiring, developing, and evaluation of all Agents.** Produce daily performance and sales reports of agents.** Conduct training for Agents to ensure that they achieve company expectations for quality, sales, and service.** Produced different Training modules for soft skills & product training.** Take One on One meetings with agents. Show less

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  Times asl call center

  May 2018 - Nov 2019

  Training coordinator & center in charge

  ** Supervise training budgets and create a yearly training budget plan. ** As Lead Trainer provide basic IT Skill (Microsoft office), OHS( Occupational Health And safety), and Soft and Hard Skill Training for Professional Customer service and Back Office Course.** Working as an industry expert with British council and TVET specialist, in CBLM (Competency-BasedLearning Material) curriculum development team.**Conduct TOT for SEIP (Skill for Employment Investment Program), She Power Project.** Handle Overall Trainee selection for SEIP Project. ** Develop training materials such as module, videos, presentations and also create an effective training curriculum** Create and maintain strong relationships with employers to create job opportunities for the trainees. ** Develop and map yearly training Plans and schedule training sessions.** Oversee and organize seminars, workshops, and meetings like Campus Activation, Job Placement Seminars, and Certificate giving ceremony. Show less

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  Delivery hero

  Mar 2020 - Apr 2022

  Service operations trainer

  ** Arrange TNI **Evaluate employees' skills and performance quality in collaboration with QA and Identify areas that require improvement.**Develop training materials such as modules and also create an effective training curriculum.**Ensure that new staff members receive appropriate introductory training.**Direct structured learning experiences and monitor their quality results

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  Sheba platform ltd.

  Apr 2022 - Aug 2022

  Product training lead

  • Lead a team of 10 trainers, who handles three separate business verticals.• Develop & maintain Knowledge Portal and technical training content, exercises, presentations, and accompanying materials• Oversee learning activities, curriculum and resources and evaluate the results of learning courses.• Use performance reviews and skills gap analyses to identify training needs per department, team and individual.• Develop and maintain SOP (Standard Operating Procedure) for all department.• Oversee requirement collection process for app and service improvement, and assist in Backlog Grooming (Prioritization)of the requirements.• Evaluate employees' and apps performance quality in collaboration with Tech Ops and QA to Identify areas that require improvement.• Develop training materials and effective training curriculum. Show less

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  Shopup

  Sept 2022 - now

  • Manage Contact Center, (an outsourced Call Center team of RED Logistics.) • Lead a team of Issue resolution specialists and customer experience specialists with deep expertise in customer journey management and issue resolution. • Ensure the customer experience teams collaborate with all business functions to deliver consistent end-to-end customer experiences across all stages, channels, and touchpoints. • Maintain a feedback loop with customer-facing teams to gather insights for improvement and guide them toward a customer-centric approach, particularly in marketing, branding, and sales. • Work with the heads of sales, marketing, customer support, branding, finance, IT, and account management to ensure their work aligns with the overall customer experience strategy. • Oversee process development, advocate for and collaborate on changes in departmental processes to improve overall customer experience. • Track and measure ROI on customer experience transformation initiatives and foster a culture of continuous process improvement. • Ensure planning, designing, and deploying various training and development programs Show less Responsibilities:• Manage Contact Center, an outsourced team of REDX Logistics. • Lead the Channel Engagement team, which is dedicated to ensuring proper customer service and brand promotion through a social media channel. • Take the lead in planning, designing, deploying, and managing various training and development programs in Customer Service and for our logistic HUBs and riders. • Arrange team briefings/meetings on a daily/weekly basis to enhance knowledge and understanding of agents regarding key business issues. • Ensure monthly QA evaluation per digital and voice agents and prepare necessary feedback • Give monthly one-to-one feedback to associates as per their reports & proposals for improvement of work delivery of contact center agents, hub managers, and riders. • Ensure CSAT as per company policy Show less

  • Customer Experience & IR Lead

    Jul 2023 - now

  • Training and QA Specialist, CEX

    Sept 2022 - Jul 2023