Tania Mustafiz

VAS & Customer Experience Professional

Expertise in Telecommunication Environment:

Client Management
New Product Development & Product Life Cycle Management
Customer Life Cycle Management
Project Management
Customer Service

Education: Master of Business Administration, MBA (South East University, 2014), Master of Science(MSc) in Geography & Environment . (Jahangirnagar University, 2004), Bachelor of Science (BSc) in Geography & Environment (Jahangirnagar University, 2002)

Language: Bengali (Native Language), Fluent in English, Urdu & Hindi

Professional Experience

June 2013- till Present	Manager, Sales ( Bangladesh in-charge)	One97 Communication Ltd.
Apr 2012-May 2013	Asst. Account Manager	OnMobile Bangladesh Ltd.
Jun 2011-Mar 2012	Executive , Contact Experience	Airtel Bangladesh Ltd
June 2010-May 2011	Team Leader, Contact Experience	Airtel Bangladesh Ltd
Jan 2009- May 2010	Supervisor Operations, Contact Centre	Warid Telecom International Limited
Jan 2007-Dec 2008	Customer Service representative, Outbound Team, Contact Center	Warid Telecom International Limited

Key Experience

Client Management

Managing excellent relationships with all Telecom partners for Bangladesh Operations
Managing CP partners for sourcing of contents

Business Process Development

Expertise on end-to-end business process design & implementation for telecom partners
Review sales and activity reports, and other performance data to measure productivity and goal achievement and to determine areas needing cost reduction and program improvement
Coordinate organization’s financial and budget activities to fund operations, maximize investments, and increase efficiency

New Product Development & Product Life Cycle Management

Design for new products to the Telecom partners & coordinate with the internal team for the development of the approved products.
Monitoring products revenue growth & align new features as per the growth of the product

Customer Life Cycle Management

Expertise on churn management
Monitoring the usage pattern & product redesigning

Project Management

CRBT platform migration project of Grameenphone from their platform to Onmibile.
Robi Star Talk project member
USSD, IVR & CRM project member
Out Bound system development project member

Customer Service

Regular operational activities such monitoring AHT, CPC reduction, ensuring CSMM
Expertise in both Inbound & Outbound call center operations
Ensured International standard customer service

Training & Workshops

Client management training by One97 communications Ltd. Training held in Noida, Uttar Pradesh, June, 2013
Account Management Training by Inspire One. Training held in Bangalore, October 2012
Effective Communication Skill Program by HR KitesSeptember 2011
Public speaking skill program by HR kitesSeptember 2011
Customer Service Excellence Training by Warid Telecom International, January 2007