About Md. Hasibur Rahman

Bachelor in Any discipline | National University

Passing Year: 2009

June, 2006 - July, 2009

CLASS: 2 out of 2

Customer Manager. | Grameenphone Center Franchise .

Apr, 2010 - May, 2014

1. Achieve monthly sales target given by the company.

2. Provide one-stop Customer Service.

3. Different types of customer objection handling.

4. Ensure sales of different vendor products according to customer demand as per company guidelines.

5. Promote different types of VAS & promotions to customers.

6. Inventory management at day closing.

7. Manage regular and on-demand reports according to business requirements. 8. Manage all kinds of tasks inside the center.

Officer | bKash

July, 2014 - Nov, 2018

1. Manage large amounts of incoming calls and correspondence in a professional and timely manner.

2. Handle complex customer complaints and questions regarding brilliant.

3. Use judgment to find creative solutions to resolve customer issues.

4. Address customer needs and requests with a positive and can-do attitude.

5. Meet Key Performance Indicator expectations (average speed of answer, handle time, first contact resolution)

6. Work with the team in a professional & collaborative manner.

7. Escalate customer complaint to Technical Department.  

Report & Analysis Executive. (E-commerce) | Robi Axita Ltd

Feb, 2019 - Nov, 2019

1. Maintaining Daily Sales & Stock Report including National Distributor, In-Transit, Channel, and Corporate Sales Department.

2. Sales Data Analysis, Reporting, and Planning.

3. Preparing Dashboard to provide Reports to superior Management.

4. Generating, Maintaining, Consolidating, and Tracking various Reports.

5. Other Duties & Responsibilities as assigned by the Management from time to time. 

Agent Administration Officer | Deligram Technology Ltd. ( A Rahimafrooz Affiliated Company )

Jan, 2020 - July, 2020

1. Plan in coordination with Marketing and Sales the support for all new launches & existing agents.

2. Develop performance improvement plan for the sales team to meet performance goals.

3. Maintain & increase the standards of customer service & sales orders.

4. Monitor compliance performance indicators for each customer such as lead time, fulfillment rate on-time fulfillment.

5. Monitor the team`s performance and motivate them to reach sales targets to form an efficient and effective sales team.

6. Prepare payment calculations for retailers.

7. Develop and monitor an efficient HUB operation and HUB manager's performance.

8. Collect all kinds of HUB operation reports & evaluate (Shipment, Agent & SKU wise Delivery rate, Hub Expense, Petty cash, Daily Attendance).

9. Mitigate all kinds of dispute resolution. (Operational, Customer Complain, Refund, HUB Operation, Delivery 

Area Manager | SSL COMMERZ Ltd.

Nov, 2020 - Jul, 2022

1. Ensure excellence in execution in Retail Merchant Acquisition.

2. Lead, manage, develop and assess Territory Officers (TO) & Merchant Acquisition Specialist (MAS).

3. To ensure daily visits to retail stores as per PJP and send visit feedback with a report to HOD.

4. Monitor the activity bringing success and personal fulfillment for the team.

5. Regular market visit to address competitor activity, operational disputes & resolved the dispute promptly.

6. Ensure perfect and fast implementation of the company's activity (visibility tools, launches, loyalty programs).

7. Daily & Ad hoc reporting to HOD.

Team Lead | MoveOn Technologies Ltd

Aug, 2022 - Present

1. Maintain and develop internal support and call center quality standards.

2.Improving customer service quality and keeping it at a consistently high level.

3. Assess support interaction based on internal standards.

4. Draft quality assurance policies.

5. Create strategies to improve customer support KPIs.

6. Help agents improve their performance with specific instruction and constant support.

7. Create reports that reflect customer support performance.

8. Monitor inbound and outbound calls, text, and email responses to assess call agents, demeanor, technical accuracy, and customer service agents performance. ensure customer satisfaction and conformity to company policies and procedures