Sharif Md. Tanvir Rahman

Experience

• 

  Grameenphone Ltd

  May 2004 - Jun 2005

  Customer Care Officer

  • Business support and Control System (BSCS Version 6.0 )• Providing all kinds of services to the subscribers in front desk (Customer care center)• Received subscribers complain & take necessary action in front desk.• Provide service to corporate customers in front desk (Customer care center)• Experienced in TOAD (Using Oracle 8i and Developer 2000)• Postpaid phone activation (All Products in GP) & other services changes.• I am highly skilled in Activation Quality Check, Friends and Family Insert/Change/ Quality Check • Support to Front desk-Customer Care Centers, Franchise dealers-Customer service point• Dealer Management - Contact with dealer for activation, support them their entire query.• Coordination with sales for activation Show less

• 

  Banglalink

  Jun 2005 - Oct 2014

  Support Deputy Manager

  Key Responsibilities: - As process owner ensure optimal performance and day to day functioning of Point of Sales (POS) module.- Monitor day to day proper functioning of service and reporting short-codes/modules.- Deploy and suggest Customer service process automation and streamlining options on periodic basis- Provide back end reporting support to COPS regions CCD units and third party vendor for necessary control and monitoring/operational requirements.- - Train and designate support personnel for carrying out back end logistics, admin and reporting supports.- Provide KPI reports for individual team members and perform appraisals as and when required.- Conduct weekly training sessions for new joiner touch point employees to familiarize them on major customer front end customer service systems/module.- Ensure reporting and back end supports as required for BSP CSR salary disbursement- Prepare monthly shop rent reports and ensure timely disbursement of payment to BSP retailers through i-top-up/cheque.- Facilitation of Uninterrupted payment of incentive/commissions to commercial channel partners.- Cross functional coordination and back end support for various business requirements in compliance with company SOP. - Guide customer and BSP/BP CSR to properly carry out and complete mobile remittance activities - BSP Duplicate Dial Sales coordination/monitor and Back End Support for smooth activation activities- Report compilation and escalation in order to reduce fraudulent SIM replacement attempts- Retailer end SIM replacement coordination/back end support - Responsible for gift disbursement to the customer of Loyalty Portfolio (Banglalink Priyojon Prize Point Program for Mass Market, Icon Prize Point Program, Corporate Loyalty Program, PCO Loyalty Program &Priyojon Insurance Program) from BP/BSP/CCC.- Regular coordinate, checking, identification and escalation of Gift disbursement issue through WIMS (ware house inventory management system) from TP Show less

• 

  Banglalink

  Apr 2016 - Jun 2017

  To work and lead in a dynamic business environment, where there is an opportunity to demonstrate and synchronize multidisciplinary management skills through emphasis on hard work and competence.• To develop and supervise automated processes, monitor operational SOP compliance and provide back end support to smooth functioning of regional customer care operations all over Bangladesh. • To provide and coordinate all necessary logistics and back end reporting supports within fixed deadlines to facilitate COPS (Customer Operations) regional, cross functional and business partner needs. • All work process analysis, customer service Planning, Implementation of programs to generate ultimate customer satisfaction and ensure operational effectiveness and efficiency of total customer satisfaction. Duties & Responsibilities - As process owner ensure optimal performance and day to day functioning of Point of Sales (POS) module.- Monitor day to day proper functioning of service and reporting short-codes/modules.- Deploy and suggest service process automation and streamlining options on periodic basis- Provide back end reporting support to COPS regions CCD units and third party vendor for necessary control and monitoring/operational requirements.- People Management and training- Ensure reporting and back end supports as required for BSP CSR salary disbursement- Generate and distribute all channel partner commission/incentive/rental reports- Cross functional coordination and back end support for various business requirements in compliance with company SOP. - Guide customer and BSP/BP CCR to properly carry out and complete mobile remittance activities - BSP Duplicate Dial Sales coordination/monitor and Back End Support for smooth operation- Report compilation and escalation in order to reduce fraudulent SIM replacement attempts- Retailer end SIM replacement coordination/back end support - Monitor Loyalty Partnership program Show less Key Responsibilities: - Lead and develop the Regional Monobrand Business Managers for effectively managing respective teams; - Oversee and monitor the implementation of changes in team sales performance and customer service management from KPI report &CSAT (Customer Satisfaction); - Collate, prepare and prioritize plans, forecasts and budgets for Monobrand Business Operations in regions in line with departmental planning cycle; - Report progress of implementation of changes to Head of B2C sales & distribution and escalate matters where appropriate; - Review and implement region specific business milestones for Monobrand Operations; - Facilitate placement & roll out of touch points at identified and key locations conducive for new acquisition, data and device volume; - Collaborate with group and local device teams to ensure optimal device stock throughout operations; - Prepare or modify key performance indicators for tracking and realizing device and data sale & penetration within walk-in customer base; - Develop, review, and recommend key performance indicators to monitor sales & service processes and all systems; - Monitor day to day proper functioning of service and reporting POS Module , short-codes/modules- Provide effective and inspiring leadership to direct reports; - Establish and delegate departmental responsibilities; - Receive special and/or ad-hoc project automation requirements from Management/HoD on new internal requirements, campaigns or regulatory changes; - Analyze requirement and devise necessary action plan and circulate the same to necessary IT and Technical teams for their implementation- Ensure reporting and back end supports as required for 3rd party outsourced salary disbursement- Ensure Compliance with Regulatory Bodies and Audit Policies- Deploy & suggest service process automation and streamlining options requirement basis- Provide back end reporting support to MBS regions units Show less

  • Monobrand Business Operations Senior Manager

    Apr 2017 - Jun 2017

  • Monobrand Business Operations Manager

    Apr 2016 - Mar 2017
• 

  Samsung Electronics

  Jul 2017 - now

  Service Manager

  Key Responsibilities: • Ensure physical touch point strategy and implementing it across nations in collaborates with relevant stakeholders. • End to end strategic initiatives to meet various KPI across the physical touch points. • Ensure service as per provided guideline wise to all customers• Review and implement actions to improve performance of the managed service partners to delivery customer service in excellence• Responsible for maintaining strong relation with internal stack holder• Analyze service requirement based on business needs, identify gaps and opportunities of improvement & design effective and timely actions to mitigate those gaps. Show less