Professional Profile:
- Quality Control: A new Quality Control system was developed and put into place to evaluate the efficiency of customer care representatives, which resulted in an 8% reduction in service cancellations and a 15% increase in customer satisfaction ratings.
- Management: Reduced training costs by 25% per hire by updating training materials and implementing a new training strategy.
- Ingenuity: Designed and carried out client surveys to learn more about prospective clients and quantify causes for service cancellations.
Skills:
- Have basic skills on MS Word, PowerPoint and Excel.
- Have knowledge on call center software.
- Fluent in both writing and speaking in English and Bangla language.
Work Experience:
- Supervises a staff of 10 in-house and 5 external call center service agents, ensuring they consistently provided excellent customer service.
- Maintained and arranged customer information databases to ensure individualized service.
- Trained 5 brand-new staff members in the use of customer service software, data entry, data retrieval, persuasion, and conflict resolution.
- Awarded “Manager of the Year” title in 2018 for record-breaking accomplishments in all facets of customer service.
Education:
- Completed my Bachelor degree in Marketing and MBA in Human Resource Management from a reputed university
