Romel Mahtab

Experience

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  Warid Telecom

  Apr 2008 - Feb 2011

  Customer Service Representative, Contact Center

  • Serving customer over phone• Monitoring and ensuring team members knowledge and PSM• Raising and follow-up customer complaints• Ensuring first call resolution (FCR)• Ensure performance/ knowledge level of the team members

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  Airtel Bangladesh Limited

  Feb 2011 - Nov 2016

  Trainer

  • Leading CS training team of aritel Bangladesh limited• Ensure training and knowledge of all touch points (Contact Center, Airtel experience center, Airtel relationship center, Airtel service center, Back office operation team, door step team, other stake holders like FSEs of distribution houses and HUBs etc.) across the country.• Ensure readiness of resources across the country for various projects (3G, CRM System Migration, Bio-Metric etc.)• Prepare Data Guru (Data expert who provides service to data customers on latest device troubleshooting, product etc.)• Drive outsourcing and partner management• Develop and track AOP (Annual Operating Plan) and budget• Prepare TNA, training calendar and training report every week and month• Prepare Standard Operating Procedure (SOP) for contact center and showrooms• Monitor and conduct User Acceptance Testing (UAT) of different applications and product before launching• Meet the target of CSMM (Customer Satisfaction Index, CoPC (Complaint per customer), ICE (CSAT measuring tool), CAR (CSAT measuring tool against SR) and knowledge score etc.• Find lacking of the customer service executives of all touch points and preparing training materials and training them accordingly and then following up• Assess performance of the customer service executives and prepare further action plan• Assess Service Requests (SR) that are created based on complaint/ request of the customers and preparing further action plan• Disseminate information of new product, system and service across Bangladesh• Monitor and make action plan in order to control AHT according to the parameter of contact center Show less

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  Digicon Technologies Ltd

  Nov 2016 - Oct 2023

  • Ensuring Revenue and Service of the Walk-in-Center and Contact Center of Ministry of Land (16122) as a Process Head• Maintain relation and liaison with officials of Ministry of Land (MoL), Information and Communications Technology (ICT) Ministry, Ministry of Power, Energy and Mineral Resource etc.• Prepare relevant documents of Tenders of private and Govt sector• Ensure smooth transition/ new onboarding of the processes by coordination with Tech/ Admin/ Operations/ Finance team and different stakeholders of the client. • Responsible for Strategic planning, P&L responsibility, Performance optimization, Budgeting & finance, Crisis management, Organizational leadership, Profitability improvement, overall strategic decision related to Training, Quality and Operations.• Drive increased revenue/ save cost to achieve the Company`s ambitious growth.• Enhance revenue and profitability of the Processes by establishing and managing strategic partnerships with relevant cross-industry business entities.• Monitoring reasons to calls and ensure CSAT/ NPS and also ensure operation is on rightly continuous improvement path• Interaction with interdepartmental contacts for trouble shooting issues and escalation, this communication is to produce an immediate solution to a problem encountered on the operations floor• Design IVR tree & update it according to the client’s need, new promos, VAS etc• Formation of Inbound/Outbound, Quality Assurance teams to assign responsibilities at micro level so that agents can get the benefit from the Supervisors for development and enhance their performance• Plan the operations including manpower facilities, forecasting and problem identification Show less • Responsible for Strategic planning, P&L responsibility, Performance optimization, Budgeting & finance, Crisis management, Organizational leadership, Profitability improvement, overall strategic decision related to Training, Quality and Operations.• Drive increased revenue/ save cost to achieve the Company`s ambitious growth.• Decision making in order to ensure continuous improved performance and meeting KPIs• Monitoring reasons to calls and ensure CSAT and also ensure operation is on rightly continuous improvement path• Interaction with interdepartmental contacts for trouble shooting issues and escalation, this communication is to produce an immediate solution to a problem encountered on the operations floor• Design IVR tree & update it according to the client’s need, new promos, VAS etc• Formation of Inbound/Outbound, Quality Assurance teams to assign responsibilities at micro level so that agents can get the benefit from the Supervisors for development and enhance their performance• Plan the operations including manpower facilities, forecasting and problem identification• Driving customer experience through customer facing initiatives Show less • Responsible for leading the Quality and Training team of the organization to including Quality Assurance, Performance improvement projects and Employee Development Trainings etc.• Ensure quality assurance financial objectives and SLA with different clients of the organization are met• Lead root cause analysis and implement irreversible corrective actions• Development and/or delivery of presentation materials and project plans• Review the implementation and efficiency of quality, inspection systems, plan, conduct and monitor testing and inspection of materials and products to ensure finished product quality• Lead and develop a strategic quality plan resulting to defect prevention and continuous improvement culture that assures reliable process quality through robust designs and processes• Accomplish Quality Assurance human resource objectives by recruiting, selecting, orienting, training, scheduling, coaching, counseling, disciplining employees, communicating job expectations, planning, monitoring, appraising, and reviewing job contributions, planning, and reviewing compensation actions, enforcing policies and procedures.• Strong alignment with new Initiatives and internal teams to ensure quality processes and procedures are followed• Identify KPI’s to assess operational excellence that the quality management system will measure. KPI examples are customer satisfaction, defect level and cost of poor quality Show less • Ensure quality assurance financial objectives and SLA with different clients of the organization are met• Estimating requirements, prepare annual budget, schedule expenditures, and initiate corrective actions• Maintain relationship and meet requirements of the clients as per contract• Accomplish quality assurance human resource objectives by recruiting, selecting, orienting, training, scheduling, coaching, counseling, disciplining employees, communicating job expectations, planning, monitoring, appraising, and reviewing job contributions, planning and reviewing compensation actions, enforcing policies and procedures.• Enhances department and organization reputation by accepting ownership for accomplishing new and different requests, exploring opportunities to add value• Achieves quality assurance operational objectives by contributing information and analysis to strategic plans and reviews, preparing, and completing action plans, implementing production, productivity, quality, and customer-service standards, identifying, and resolving problems• Prepares quality documentation and reports by collecting, analyzing, and summarizing information and trends including failed processes, stability studies, corrective actions, and re-validations.• Establish standard governing customer interactions• Design training programs that correct found issues Show less

  • Head of Service Excellence and Resource Development

    Jan 2023 - Oct 2023

  • Assistant General Manager, Service Quality & Training

    Jun 2021 - Jan 2023

  • Senior Manager, Service Quality & Training

    Jul 2019 - Jun 2021

  • Manager, Quality Assurance

    Nov 2016 - Jun 2019
• 

  BRAC University

  Nov 2023 - now

  Deputy Director and Head of Student Information Center

  • Responsible to transform student service to the next level through traffic decentralization, process re-engineering & automation, AI-Powered predictive analytics for anticipating customer needs and behavior. VOC management etc.• To set up the Integrated Student Information Center that will consist Front office, Back office, Voice, and Non-voice channels• To establish departmental organogram and to recruit, train the human resources to establish the department• To Provide leadership, guidance, and support to the team, ensuring effective performance management, development, and training of staff.• To ensure the provision of a high quality, integrated enquiries operation including front of house and back-office services, linked to other departments and schools, and using a variety of means of communication both face to face and virtual.• To direct and manage staff in a manner that creates a cohesive team that works together. This includes mentoring, coaching, encouraging, and providing professional development opportunities; performance management and evaluation on a regular basis.• To develop and implement policies, procedures, and guidelines to ensure efficient and effective operations of the Centre• To ensure the provision of statistical and management information reports as required, monitoring the effectiveness of the center and the enquiries service through identified performance indicators and service standards.• To recommend and implement process improvements and the use of technology to make the operation of the center for efficient and service oriented.• To manage relationships with other departments and with schools and to orchestrate collaborative efforts to promote university goals of operational efficiency and a welcoming university environment.• To demonstrate and promote an environment of continuous process improvement, collaborating with staff across the University Show less