Education & Experience

Academic Qualification:

  • MBA in Marketing from ASA University Bangladesh (ASAUB) in ’10 with CGPA 3.65 out of 4
  • BSc in CSc from University of Madras, Chennai, India in ’03 with 1st Class (65.4% marks)
  • Course on “CBSI-Competitive Business Strategy and Innovation” and “LCMC-Leadership Certificate in Managerial communication” organized by IBA- Dhaka University
 Working Experience:
  1. Name of the Organization: National Development Engineers Ltd.

Designation: Marketing Specialist,

Duration: From January’19 to till now.

  • Leading effectively and efficiently two units Collection and Billing team.
  • Generated different Reports to the GM of Marketing and AGM of Accounts & Finance and DGM of CRM department regarding the functional & operational activities
  • Monitored the activities of the Marketing Collection and Billing documents and achievements.
  • Monitored the activities of the Cash receipt, billing papers and Callan received from 7 plants.
  • Conducted Market Research to know the competition, opportunities and customers’ requirement
  • Provided proper guideline for the development team based on these findings of market research,
  • Assisted in Planning, developing and executing Marketing & collection strategies.
  • Analyzed and evaluated the effectiveness of sales volume, costs, and results.
  • Ensured all type of Billing delivery and Collection reporting at the end of day.
  • Built a rapport with customers with communication through mailing, sms and calling,
  • Ensured positive customer experience at every interaction, Contributes positively & productively

2. Name of the Organization: Ruposhi Bangla Abason Ltd.

Designation: Manager (Sales and marketing),

Duration: From January’16 to January’19

  • Generated different Reports to the General Manager of Sales & Marketing department regarding the functional & operational activities
  • Monitored the activities of the sales and marketing team to achieve required sales targets
  • Conducted Market Research to know the competition, opportunities and customers’ requirement
  • Provided proper guideline to the real estate development team based on these findings,
  • Helped to Establish & maintain appropriate budgets for sales and marketing campaigns and initiatives,
  • Resolved customers’ queries and provided after sales service as required when required
  • Developed the Automation and printing and design work & led the digital marketing activities.
  • Built a rapport with customers, proactively inform and sell and services based on their needs

3. Name of the Organization: Grameenphone Ltd.

Website: www.grameenphone.com

Designation 1: Officer and Team leader in Call Centre                                Duration: From Apr’09 to June’15

  • Involved in Closed Feedback Loop (CFL) as core member (CFL is a Telenor Group initiated project) & also an active Team member of Customer Journey Mapping (CJM);
  • Handled complains, inquires and requests of customers in a fast-paced, high-volume contact center;
  • Responded to customer quires & complaints & reflect on the insights using appropriate communication methods & tools, objectively listens to understands & represents customer feedback
  • Build a rapport with customers, proactively inform and sell VAS (value added) services
  • Ensured positive customer experience at every interaction, Contributes positively & productively
  • Anticipated customer needs & developed appropriate solutions, met all promises & commitments
  • Working as a project member in rollout of NPS project & measured customers’ satisfaction
  • Maintained targeted average handling time (AHT) and service quality index (SQI).
  • Achieved monthly targets of SQI, adherence and sales.

Designation 2: Customer Manager in Sales.                                 

Duration: From Sep’07 to Apr’09

  • Identified potential partner for GP Loyalty programs & deal for the best facilities for STAR subscriber.
  • Retail profiling of Platinum, Gold, Silver and Reload points as per GP standard.
  • Coordinate STP activity and Supervise Service Attendants tasks for positive progress in CSI and ensure compliance standards as per BTRC and GP Compliance.
  • Operational support to the STP of SIM execution, troubleshoot and deal the technical issues. Also —provide training to the SAs for new Campaign/Product information or faults in service process.
  • Selling of new connections and Electronic Recharge system (ERS),
  • Doing market research to identify market opportunities for new and existing products and services,
  • Evaluates the competitive environment and the positioning of products and services
  • Coordinates and participates in product development and management through initial product concept and testing to ongoing monitoring of market success.
  • Ensure all type of service delivery and sales reporting

Designation 3: Customer Manager in Customer Service                                              Duration: From Feb’06 to Aug’07

  • Established Five (5) Gameenphone service desk in the rural area successfully.
  • Visit the POS area for educating, trade marketing and service solution.
  • Conduct many “Grahok Katha” event for the interaction & build strong relationship with customers.
  • Made informative and successful interaction with customers to increase customer and brand image.
  • Ensured Quality Sales and Service and maintain the rules & regulations set by BTRC & GP Compliance.
  • Provided support to Functional & Area Team to maintain & improve touch point performance.
  • Conducted Survey on customer feedback & planned task accordingly for positive customer experience
  • Participated in GP fair & major people gatherings to campaign company facilities & services.
  • Ensured smooth customer service at GP Service Touch Points (STP) of Dhaka- Region (27 STP)

Major Achievements:

  • Achieved Best Performance Award for 2 times & Best Team Award 3 times. (Quarterly)
  • Attained Best VAS and Edge seller of contact center. (Quarterly)
  • Got Best Performance Award of Regional Sales for achieve the target successfully (Quarterly)
  • Received Best Employee Award of Customer service for successfully achieve the target through completion GP service desk and Events. (Yearly)

4. Name of the organization: Palmal Group of Industries

Website: palmalgarments.com

Designation: Officer (Admin & IT)                                                                      Duration: From Oct’03 to Feb’06

  • Established Automation Software successfully into 6 factories.
  • Reports to Admin General Manager in day-to-day operations and tasks, Manage,
  • Establish Automation Software (Employee profile, Attendance and leave, Salary and overtime)
  • Conduct Automation training within staff, automation asst. and workers (almost 2000).
  • Hardware maintenance and troubleshooting, follow up factory-based networking,
  • Prepare inventory and stock list and various task through MS office.
  • Preparing monthly plan and budget for factory, recruiting and maintains of workers file,
  • Follow up health & safety environment & compliance issues according to foreign buyer’s requirement,
  • Conducted various events like seminars, workshops. Training and Outing.
  • Recruiting and maintains of workers file, work study.

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