Experience

Berkeley Homes Ltd

• Bangladesh
• Real Estate
• 1 - 100 Employee

• Technical Utilities Co-Ordinator

  • Mar 2014 - Present



Corona Energy

• United Kingdom
• Utilities
• 100 - 200 Employee

• SME Sales Team Leader (Small and Medium Enterprise)

  • Oct 2013 - Mar 2014

  Manage and motivate the SME Sales Team to achieve sales growth & retention targets, ensuring every aspect of day to day operation performs efficiently and flawlessly. Promote and embed Corona's values and edge in all aspects of performance, driving forward team & wider company initiatives cross functionality in order to achieve companywide objectives where necessary. Manage and motivate the SME Sales Team to achieve sales growth & retention targets, ensuring every aspect of day to day operation performs efficiently and flawlessly. Promote and embed Corona's values and edge in all aspects of performance, driving forward team & wider company initiatives cross functionality in order to achieve companywide objectives where necessary.



Thames Water

• United Kingdom
• Utilities
• 700 & Above Employee

• Customer Service Process and Planning Team Manager

  • Sep 2009 - Jul 2013

  Customer Service Team Leader managing a team of between 12-30 customer service representatives. Providing coaching, mentoring and conducting 121 appraisal and performance meetings. Supported 10 staff through relocation and recruited 15 new staff to start a new team. Providing guidance to ensure KPIs and SLA’s are met. Including organizing the team’s workload, arranging deadlines and prioritizing work to reduce backlogs by 25%. Including standing in for my manager and taking on team… Show more Customer Service Team Leader managing a team of between 12-30 customer service representatives. Providing coaching, mentoring and conducting 121 appraisal and performance meetings. Supported 10 staff through relocation and recruited 15 new staff to start a new team. Providing guidance to ensure KPIs and SLA’s are met. Including organizing the team’s workload, arranging deadlines and prioritizing work to reduce backlogs by 25%. Including standing in for my manager and taking on team responsibilities with other departments working to improve processes and procedures. Worked with business departments to improve the handling of over 200 daily incoming customer documentations from complaint letters, required customer completion forms to surveys carried out by detection contractors. Ensured customers were responded to within set timescales and kept up to date during enquires. Worked with the Metering and Outsourced Contractor teams to ensure improved customer service from technician visit to the information provided back to the business so as to assist and guide customers through the process. Represented my department’s process and procedures to insure compatibility during the upgrade to the new IT SAP system; CRM and ECC, and designed the updated training manuals for the day to day internal process. Show less Customer Service Team Leader managing a team of between 12-30 customer service representatives. Providing coaching, mentoring and conducting 121 appraisal and performance meetings. Supported 10 staff through relocation and recruited 15 new staff to start a new team. Providing guidance to ensure KPIs and SLA’s are met. Including organizing the team’s workload, arranging deadlines and prioritizing work to reduce backlogs by 25%. Including standing in for my manager and taking on team… Show more Customer Service Team Leader managing a team of between 12-30 customer service representatives. Providing coaching, mentoring and conducting 121 appraisal and performance meetings. Supported 10 staff through relocation and recruited 15 new staff to start a new team. Providing guidance to ensure KPIs and SLA’s are met. Including organizing the team’s workload, arranging deadlines and prioritizing work to reduce backlogs by 25%. Including standing in for my manager and taking on team responsibilities with other departments working to improve processes and procedures. Worked with business departments to improve the handling of over 200 daily incoming customer documentations from complaint letters, required customer completion forms to surveys carried out by detection contractors. Ensured customers were responded to within set timescales and kept up to date during enquires. Worked with the Metering and Outsourced Contractor teams to ensure improved customer service from technician visit to the information provided back to the business so as to assist and guide customers through the process. Represented my department’s process and procedures to insure compatibility during the upgrade to the new IT SAP system; CRM and ECC, and designed the updated training manuals for the day to day internal process. Show less



BlackRock

• United States
• Financial Services
• 700 & Above Employee

• Market Data Technical Support

  • Oct 2006 - Mar 2008

  Provided technical support and Market Data training to dealers, fund managers and administrative staff globally. Managed the packaging; deployment of new market data systems; and application upgrades using the SMS tool and Reuters RMDS network and components. Performed product evaluation in line with business needs, running application trials and presenting costs versus benefits to the board for approval. Managed and maintained business usage in MDM and DACS… Show more Provided technical support and Market Data training to dealers, fund managers and administrative staff globally. Managed the packaging; deployment of new market data systems; and application upgrades using the SMS tool and Reuters RMDS network and components. Performed product evaluation in line with business needs, running application trials and presenting costs versus benefits to the board for approval. Managed and maintained business usage in MDM and DACS administration including usage reports to evaluate and coordinate cost savings against actual usage. Show less Provided technical support and Market Data training to dealers, fund managers and administrative staff globally. Managed the packaging; deployment of new market data systems; and application upgrades using the SMS tool and Reuters RMDS network and components. Performed product evaluation in line with business needs, running application trials and presenting costs versus benefits to the board for approval. Managed and maintained business usage in MDM and DACS… Show more Provided technical support and Market Data training to dealers, fund managers and administrative staff globally. Managed the packaging; deployment of new market data systems; and application upgrades using the SMS tool and Reuters RMDS network and components. Performed product evaluation in line with business needs, running application trials and presenting costs versus benefits to the board for approval. Managed and maintained business usage in MDM and DACS administration including usage reports to evaluate and coordinate cost savings against actual usage. Show less



Merrill Lynch Investment Managers

• Market Data Technical

  • 1998 - 2006