Experience

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  REDX

  • Bangladesh
  • Transportation, Logistics, Supply Chain and Storage
  • 700 & Above Employee

  • Deputy General Manager, Head of Business

    • Jul 2023 - Present

    • Leading a team of 40 people, facilitating broader market coverage and enhanced client engagement.• Achieved a remarkable 31% increase in revenue over the last 6 months, showcasing effective sales strategies and market penetration.• Organized the sales team into specialized divisions (Direct Sales in Dhaka: 10 personnel, Direct Sales outside Dhaka: 17 personnel & Tele Sales: 10 personnel) which has increased efficiency. • Established dedicated teams to ensure support for sales activities & manage pricing strategies.• Introduced and established the retail business, including market research, model development, and fixing, ensuring a strong foundation for sustained growth.• Generating 45% of the total business through tele sales team & making partnership with stakeholders. • Introduced a robust system for managing key accounts, fostering better relationships, and enhancing client retention and satisfaction.

  • Customer Experience Business Partner

    • Jan 2022 - Jun 2023

    • Outsourced the Customer Service team and thereby minimized cost by 10 times (from 15 lac to 1.5 lac) • Led the Automation in Service delivery process & implemented Chatbot for prompt response. • Reformation of MIS team & improved the reporting system & introduced several dashboards. • Monitoring Delivery Operation & implemented several initiatives to increase efficiency & effectiveness & increased number of delivery hub from 110 to 137 that ensured faster delivery • Minimized Lost & Damage amount from BDT 57 lac to 22lac & increased Delivery success ratio from 79 to 88% by proposing & implementing the SOPs. • Reduced Hub operational cost, & increased operational efficiency by 15%.

• 

  UPS

  • Dhaka

  • Manager – Customer Service

    • Jan 2020 - Dec 2021
    • Dhaka

    • Developed and implemented a comprehensive customer service program, resulting in a 20% increase in customer satisfaction scores over a six-month period.• Streamlined the customer service process by implementing a new ticketing system. • Introduced a proactive customer feedback mechanism, leveraging surveys and feedback loops to gather insights directly from UPS customers.

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  KARALI GROUP LIMITED

  • Manchester, England, United Kingdom

  • Floor Manager

    • Nov 2018 - Jan 2020
    • Manchester, England, United Kingdom

    Overseeing the floor operation, resolving day todays problems & ensure operational excellence.

• 

  UPS

  • Bangladesh

  • Manager- Customer Service

    • Nov 2017 - Aug 2018
    • Bangladesh

    • Introduced customer service department & deployed a team of 12 people, distributed task among them, set the KPIs, monitored & evaluated their performance. • Developed SOP for the team members & reporting system that increased process efficiency. • Assisting in day to days’ operation for Export & Import work supervising the activities of the team. • Providing fast, efficient, friendly and knowledgeable service to around 1800 customers per week. • Answer customer queries and complaints in a courteous manner & resolving technical problems. • Designing, developing, modifying & upgrading the customer service process in the company • Designing & implementing relevant KPIs for CS which can reflect true customer experience

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  DHL

  • Dhaka

  • Customer Contact Center Supervisor

    • Apr 2015 - Oct 2017
    • Dhaka

    • Increased score in employees’ satisfaction from 80% to 95% employees in a survey as supervisor. • Achieved ‘Satisfactory’ in Global Customer Service Audit for the first time in Bangladesh in terms of maintaining process, quality & time management • Reduced 10% overall cost compared to 2015 in 2016 & attained up-sell target 20%• Introduced centralize customer service which increased potential sales lead from 5% to 12%

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  Eastern Bank Limited

  • Bangladesh

  • Associate Manager, ADC, Consumer Banking

    • Apr 2011 - Jul 2014
    • Bangladesh

    • Developed SLA with other departments to provide faster service to the customers. • Introduced vendor management service to increase the footprint of customer. • Led two teams at a time (Inbound team of 09 people, outbound team of 11 people.)• Introduced internal banking service and ticketing system which reduce manual activities.• Upgraded e-banking system by communicating with vendors, management and regulatory authorities

• 

  QUBEE

  • Bangladesh

  • Assistant Manager, Customer Service

    • Aug 2009 - Mar 2011
    • Bangladesh

    • Analyzing the negative reviews of customers on Facebook and solving them as much as possible.• Established a QA team of 03 persons to monitor the quality and commitment with customers.• Set-up 30 seated call center to serve the customer and reformed OLS team to provide on-location service to the customer which increased the customer satisfaction level from 62% to 85%• Designed and developed an international standard on location support team for QUBEE.

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  banglalink

  • Bangladesh

  • Team Leader, Customer Care

    • Nov 2007 - Jul 2009
    • Bangladesh

    • Led a team of 23 people from Banglalink CS, setting their KPIs and evaluating the performance. • Received ‘Certificate of Excellence’ for special contribution in Care Line as Team Leader in 2007.