Video Resume
Professional Summary
Empathetic and results-driven professional with 4+ years of experience in customer care, team management, and process optimization. Proficient in training, conflict resolution, and developing efficient work processes. Skilled in managing budgets, engaging stakeholders, and completing community-focused projects with measurable outcomes. Certified & experienced in cross-culture volunteering, collaborating with government officials, local authorities, and diverse communities to achieve development goals as well as SDGs as a team leader. Passionate about fostering organizational growth and social impact through effective leadership and teamwork. Proficient in team training, stakeholder engagement, and process optimization, with a strong focus on HR operations and community development initiatives.
Work Experience
Team Leader, NCS Project
VSO Bangladesh- Project Coordination: Led a cross-functional team to execute community development projects in SRHR, Social Accountability, and Livelihood, achieving stakeholder satisfaction.
- Negotiation & Advocacy: Engaged with government stakeholders, local authorities, and NGOs to align project goals with community needs. Formulated and got 20 youth clubs with DYD registration.
- Budget Management: Successfully allocated and managed budgets across three sub-teams, ensuring resource optimization and timely project delivery.
- Community Development: Inspired and mobilized youth to engage in self-development initiatives, creating sustainable local impact.
- Recognition: Earned the "Best Community Impact Award" for driving measurable improvements in local livelihoods.
- Research & Reporting: Conducted needs assessments and compiled detailed reports to inform project strategies and decisions.
Junior Executive
Rokomari.com- Team Leadership & Management: Supervised and motivated a 10+ member team, fostering collaboration and increasing efficiency.
- Customer Service Excellence: Achieved a 75% resolution rate for customer inquiries through multi-channel support (on-call, chat, email).
- Process Improvement: Analyzed customer feedback data and implemented quality control measures, improving service efficiency by 25%.
- Training & Development: Trained and mentored 10+ new customer service agents, enhancing team readiness and reducing onboarding time.
- Complaint Resolution: Oversaw compliance and complaint management, reducing issue escalation rates by 40%.
- Data Analysis: Compiled and analyzed operational statistics to identify trends and propose actionable improvements.
- Stakeholder Communication: Managed foreign customer orders, providing tailored support and ensuring a high level of satisfaction.