Project Management

Business Process, Projects & Customer Experience Management

• Business Process
• Call Centre Setup & Implementation
• KPIs   & Quality Assurance
• Customer Service Management
• Service Innovation & Automation
• Loyalty & Retention Programs
• Project Management & Dashboards

Education: Master of Business Administration, MBA (University of Dhaka, 2007), Bachelor of Science in Computer Science , BSc. (North South University, 2004)

Language: Bengali (Native Language), Fluent in English

• Expertise on end-to-end business process design & implementation for telecom operations
• Expertise on eTOM framework to develop service-focused and customer oriented business processes
• Process re-engineering & review for service & cost efficiency, operational simplification
• Attended Six Sigma Green Belt Certification training and applied for process improvement

Customer Service

• Operational set up and implementation expertise on customer contact points: call centre, back office, on location support, churn, loyalty & retention and multichannel support programs
• Experience in driving and improving performance & service level of customer contact points to achieve desired CSAT score and first contact resolution (FCR)
• Capture real feedback from customers and present it to management & VOC forum for developing customer centric service processes
• Service innovation & automation
• Expertise on   service automations software(Customer-Web-Self-Care (CWSC), internal service tools & web-based applications) for call avoidance
• Billing system module specification, integration and improvement
• Design, develop & maintain complaint management & reporting systems.
• Quality Assurance & Performance Management
• Set process KPI for individual stake holders and measure performance against the set standards
• Translate business processes into escalation matrix for complaint tracking system and define parameters to measure performance of stakeholders
• Manage and meet performance targets by process review

Project Management

• AWBBL company stabilization project, key driver and initiator of service & System implementation projects from the weekly Voice of Customers and tracking development through dashboards
• Project leader of Call Centre implementation project, Churn management project, Customer Experience implementation projects

• Attended Six Sigma Green Belt Certification training. Held from 31^st March 2012 to 2^nd May 2012. Conducted by: Ms. S. Begum, PMP(USA), ASQ CSSBB (USA), TQM (Japan)
• Professional Training: successfully completed “Training of Trainers”
• Workshop on Brand Management: “The brand planning motorbike”
• Professional Training: “Customer Service Excellence Training”