Experience

Bikroy

• Bangladesh
• Internet Publishing
• 1 - 100 Employee

• Team Lead (Sr. Executive eCommerce )

  • Jan 2020 - Present

  • Provide key insights to management and help in formulating strategies• Forecasting and analysing sales data• Monitoring and driving individual and team performance & set a target for the team (KPIs).• Ongoing coaching and development of team.• Ongoing motivation of team to ensure a positive mind-set and customer-focused attitude remains throughout.• Manage employee turnover to as minimal as possible• Floor supervision: Answering representative's questions, guiding them through difficult issues, diffusing angry customers, or handling issues that cannot be fielded by representatives.• Checking QA report and giving feedback to Agents on how they can improve.• Identifying and addressing any people issues, and being a pillar of support for team members.• Hiring new logistics as partner according to requirement. • Preparing the team roster’s & attendance report.• Leave approvals.• Managing overtime.



Bikroy

• Bangladesh
• Internet Publishing
• 1 - 100 Employee

• Shift Incharge (Executive, Buy Now Marketplace)

  • Jan 2018 - 2019

  • Take the ownership of e-commerce section fulfillment service (eCommerce)• Supervise daily activates of fulfillment team & highlight gaps & providing direction to team on day basis. • Check systems on regular basis to assure they well maintained in order to ensure smooth service operations. • Monthly basis preparing delivery partners performance report to ensure timely deliver the products at customer doorstep within SLA & Providing direction to them• Hiring new logistic according to required• Preparing the team’s roster and attendance report.• Prepare quarterly report of all merchant’s• Monthly prepare failed delivery reports & implement strategic plans• Payment make for merchant's in a week which has delivered & dispatched through bank (EFTN)

• Jr. Executive (Buy Now Marketplace)

  • Dec 2016 - Dec 2017

  - Ensure that the website is well maintained and the quality of our inventory is at top notch through reviewing incoming ads - Calling the customers for verifying orders through outbound. - Ensure a high quality and timely delivering the products to corresponding buyer’s address of his/her orders.- Work on different projects assigned by the management.



Genex Infosys Limited

• Bangladesh
• IT Services and IT Consulting
• 700 & Above Employee

• IR & Corporate Customer Service Associate

  • Jan 2016 - Nov 2016

  Serve the international roaming, corporate & high value customer maintaining the service quality over the phone. Highlight the customer’s technical problems to proper channel to reduce the complaints etc.

• Customer Service Associate

  • May 2015 - Dec 2015

  Dealing with customers through inbound calls of all types of query complain and request



SuperTel Ltd

• Bangladesh
• Outsourcing and Offshoring Consulting
• 1 - 100 Employee

• Customer Service Associate

  • May 2014 - Apr 2015

  Surveying over phone such as Branch survey, contact center survey, welcome call and also log several complaint and reporting etc.