Experience

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  Dubai Financial Market

  • United Arab Emirates

  • INVESTMENT AND FOREX TRADING ANALYST

    • Sep 2023 - Present
    • United Arab Emirates

    □ Market Analysis & Research: Conduct thorough analysis of global financial markets, focusing on currencies, economic indicators, geopolitical events, and trends. Provide expert insights for effective trading and investment strategies.□ Portfolio Management: Develop and oversee investment portfolios considering risk tolerance, financial goals, and market conditions. Implement diversified strategies for optimized returns aligned with clients' objectives.□ Client Education & Communication: Educate clients on market dynamics, trading strategies, and investment principles. Ensure clients stay informed about portfolio performance, market updates, and strategy adjustments.□ Risk Mitigation & Compliance: Implement robust risk management to identify and mitigate Forex trading and investment risks, enhancing net profit. Adhere to compliance standards for a secure financial environment.

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  X Tech

  • Dubai, United Arab Emirates

  • HEAD OF TECHNICAL PROJECT MANAGEMENT

    • Mar 2023 - Present
    • Dubai, United Arab Emirates

    □ Define project scope, goals, and deliverables clearly.□ Develop comprehensive project plans, schedules, identify resource requirements, and create contingency plans.□ Manage project budgets, track expenses, and allocate resources efficiently.□ Monitor project progress regularly, update stakeholders promptly, and communicate project status effectively.□ Ensure quality standards are met, manage risks with mitigation plans, and monitor risks throughout the project lifecycle

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  building technology & ideas ltd. - bti

  • Bangladesh

  • HEAD OF CUSTOMER SERVICE

    • Feb 2022 - Feb 2023
    • Bangladesh

     Led a divers teams of Customer Service, Digital Marketing, Registration, Accounts Receivables and Collections, and Logistics Led a divers teams of Customer Service, Digital Marketing, Registration, Accounts Receivables and Collections, and Logistics  Led inbound & outbound call centers to meet customer satisfaction, campaign management, tele-sales, customer relations & revenue targets Responsible for post-handover services and property management for the handed over projects to ensure highest quality products delivery Managed revenue goals while ensuring legal compliance, efficiency, and quality standards set by both regulatory authorities as well as company Implemented pre and post-sales strategies for Luxury Homes, Classic collection, Building products, Property Brokerage, and Commercial Projects Developed systems to evaluate customer satisfaction, project success, and meet customer expectations to further enhance the brand reputation  Supervised the terms & conditions in the sales contracts, agreements to ensure compliance and ensuring interests of all parties involved

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  Robi Axiata Limited

  • Bangladesh

  • Customer Care Lead, RedDot Digital

    • Jun 2020 - Jan 2023
    • Bangladesh

     Designed end-to-end service strategy for B2B & B2C solutions (OTT, Self-Care Apps, IOT, CRM, MFS, eCommerce, Cloud & Data Center, S&D, HRM & ERP) Supervised global customer care operations, managing various teams (inbound/outbound contact centers, social media, tele sales, physical service points & field force services) of OTT and Digital TV Implemented customer engagement programs, communication, loyalty & retention initiatives, customer experience KPIs, & data analytics Defined and drove Binge product strategy & roadmap to facilitate acquisition, MAU and drive content usage Conducted financial modeling & designed pricing model for Binge products to meet revenue and profitability goals Managed product development and delivery to mitigate product roadmap to facilitate software development for OTT Entertainment Supervised customer experience management for OTT, Streaming Services and Digital TV, development and implementation of acquisition, usage and retention strategies Managed all marketing campaigns (BAU, digital, emailers, SMS, app-push, social media, paid digital, paid social), Local, International content QA (metadata, episodes, posters) and provided customer insights and feedback.

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  Startup Bangladesh Limited

  • Business Consultant

    • May 2019 - May 2020

    • Orchestrated the formulation and execution of business strategies, plans, and procedures for first blockchain-based agro marketplace of Bangladesh.• Directed overall operations, fostering relationships with partners, vendors, customers, and investors.• Provided strategic leadership, charting a course for growth and profitability.• Led expansion initiatives, encompassing fundraising, investments, acquisitions, and corporate alliances.• Oversaw the development of a web portal, mobile app, and logistics support.• Offered strategic guidance and professional consultancy for startups, BPOs, e-commerce, digital services, FinTech, and NGOs globally.• Formulated a cutting-edge customer experience strategy, achieving operational excellence and an omnichannel experience through disruptive innovation, big data analytics, VoC, and digital transformation.

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  Robi Axiata Limited

  • Dhaka, Bangladesh

  • VP- Customer Experience, Market Operations

    • Dec 2016 - May 2019
    • Dhaka, Bangladesh

    • Headed teams responsible for majority of Opex budget & customer interactions in customer experience division• Oversaw Airtel & Robi's customer experience strategy & service portfolio via partner governance• Drove CEx improvements through customer-facing initiatives, innovations & digitization for NPS & CSAT score growth• Led internal customer care ecosystem for issue escalation and resolution within SLA for maximum satisfaction• Designed & maintained brand-appropriate CX strategy, revenue growth and customer retention• Successfully delivered contact experience digital transformation project for significant cost reduction• Achieved consecutive 5 quarter top ranking in CSE NPS among mobile operators in Bangladesh• Reduced contact center operational costs by 22% within a year• Launched the first ever 'video customer service' in Bangladesh for premium segment• Launched the National Information Center (333) in collaboration with a2i / ICT division of Govt. of Bangladesh

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  Airtel Bangladesh Ltd

  • Dhaka, Bangladesh

  • Head - Contact Experience, Customer Service

    • Jun 2013 - Nov 2016
    • Dhaka, Bangladesh

    • Manage strategy & Business KPIs of Financial, Customer experience, Complaint Management, Self-care, People & strategic projects management • Lead the Contact Experience teams handles more than 80% of customer interactions of company, Service recovery team responsible for customer complaints, social media, email & LEA support & Solutions team manages IVR, USSD, OBD, Mobile app, web self- care & digital service channels • Develop, track, review, & control AOP (Annual Operating Plan) & budget of the vertical•Launched country’s 1st virtual customer service center which won the ‘Asia Communication Award 2015’ under best customer service initiative category • Topped in CSI (Customer Satisfaction Index) among mobile operators in Bangladesh for 3 quarters • Reduced 67% complaints per customer (CoPC) within a year resulting 42 % reduction of call per customer (CPC) & saved BDT 80 million service Opex per year against AOP •Revamped the self-service portfolio of USSD, IVR, Mobile App and Web portal which helped to reduce human assisted calls by 20% YoY • Turned the contact center from cost center to revenue channel, covering 20% Opex through VAS & Data up selling

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  banglalink

  • Bangladesh
  • Telecommunications
  • 700 & Above Employee

  • Associate General Manager (Contact Center, Customer Care Department)

    • Jul 2012 - Jun 2013

    ▪Strategic decision making to ensure excellence in Contact Center Management ▪ Excel & improve performance & efficiency of the contact center ▪ Implement Best Practices and global standards in contact center

  • Senior Manager (Contact Center, Customer Care Department)

    • Jan 2011 - Sep 2012

    ▪ Monitor reasons of calls and take necessary initiatives to reduce customer pain points ▪ Lead the IVR team for self service penetration and increase customer convenience ▪ Tracking CSAT index and take measures to improve the same

  • Manager (Contact Center, Customer Care Department)

    • Jul 2008 - Dec 2010

    -Monitoring overall contact center performance with standard quality -Decision making to ensure improved performance and meeting the business KPIs-Ensure and increase customer satisfaction through First Call Resolution (FCR)

  • Assistant Manager (Contact Center, Customer Care Department)

    • Jan 2005 - Jun 2008

    ▪ Deliver business KPIs & conduct training program of contact center agents and team leaders ▪ Ensuring appropriate forecasting and resource scheduling of contact center

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  Pacific Bangladesh Telecom Limited

  • Bangladesh
  • Telecommunications
  • 1 - 100 Employee

  • Call Center Supervisor

    • May 2004 - Dec 2004

    Escalation of unresolved complaints to concerned teams and get solutions Monitoring and maintaining the IVR Systems Generate management reports & supervise the customer complaints management process

  • Senior Executive, Call Center

    • Jan 2003 - Apr 2004

    Lead a team of executives to answer all inbound callsSupervise network complaints from all customer touch pointsHandling escalated & sensitive customer complaints Look after call center agents to maintain standards

  • Executive, Customer Service

    • Jun 2002 - Jan 2003

    Provide customer service over phone, Answering customer queries, providing information, solving complaints of the customers, Inter departmental coordination to solve escalted issues

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  Well Group of Industries

  • Executive, Business Development, Marketing

    • Oct 2001 - May 2002

    • Maintain liaison & communication among company, clients & prospects to promote products & services • Sales planning & Market survey