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Career Objective
If I look forward, I always find myself in a business that is or at least have a connection with the virtual markets. Because, this is the ultimate market to bloom to grow and to show creativity. As the word creativity comes forth, yes I know I'm a creative guy who always seeks for creative & effective alternatives to do the same thing. On the other hand, learning new things never makes me bored, no matter it’s a kid or a bird or whatever it may be, I love learning from every single thing I see before me.
Career Summary
I have been with the Telecom industry for 5+ years, in telecom Operation; I have comprehensive knowledge and a good understanding of Service Management and telecom customer service process. Managed 20+ own team members and working as a Zone coordinator where leading 130 people among 60% are technical people. As a result combined knowledge of Business process, sales & Technology is my key competence. As a self‐motivated person I am very good in coaching and mentoring. I have managed operation, sales team, process improvement team. Innovative Customer Service Manager who effectively executes process changes to improve operational efficiency. Seasoned customer service specialist with background in providing advice on diverse customer situations. Customer Service Manager with a track record of managing a wide variety of customer service issues quickly and efficiently.
Highlights:
Leadership & Management
Operation Management
People Development
Service Channel Operation
Strong efficiency in data analyzing from small or large scale
Employee Engagement
Customer Relationship Management
After Sales & Customer ServiceCareer Accomplishment:
Played an instrumental role in increasing customer satisfaction ratings index from 70% to 93% within 2 years as customer care in charge on service operation department
At Symphony working as a regional Coordinator and leading 130 people among them 60% are technical people.
Working with Market Intelligence team increasing Symphony TABLET/PHABLET sales.
Exceeded the Symphony sales goals by up‐selling the company’s products. Resolved customer complaints by identifying problems and taking appropriate corrective action –Resulted in 50% increase in department’s efficiency.
Demonstrated professional etiquette and manners when interfacing with customers which resulted in 30% improved feedback of customers.
Improved the efficiency of customer service department 20% by providing both training for center employee and setting up training materials.
Developed customer base by 93% during the year 2015‐16 through providing quick services.
Integrated a complex customer feedback system that took feedback and complaints from customers in order to manage the system better.
Trained new staff members in providing dedicated customer services to patrons
Decreased customer complaints 50% (Compared by last year) by employing dedicated customer orientation plans
Managed a high‐volume workload, by ensuring 65% same day delivery & 93% within three days during 2015‐16.