Md Rafiqul Islam
Montreal,Quebec
Summary
Over 17 years of cross-functional experience in RMG and Call Center. A dedicated and proactive team player with an analytical, technical and commercial approach. Result orientated with a focus on building foundations for long-term success, therefore self-reliant and able to pursue objectives until they are achieved. Solid technical back ground that combines excellent interpersonal and organizational skills, and demonstrates the ability to work with accuracy. Key combination that produces both business and customer satisfaction. Have successfully executed orders for major international buyers
Overview
18
18
years of professional experience
Work History
Manager - Merchandising & Marketing
PDS Limited
12.2012 - 11.2023
- Increased team productivity by implementing streamlined processes and effective communication strategies.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
- Reduced operational costs through comprehensive process improvement initiatives and resource management.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Conducted competitive analysis to identify market trends and capitalize on emerging opportunities for growth.
- Ensured compliance with industry regulations and legal requirements by implementing comprehensive policies and training programs for staff members.
- Managed and motivated employees to be productive and engaged in work.
- Improved marketing to attract new customers and promote business.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Accomplished multiple tasks within established timeframes.
- Communicated clearly with employees, suppliers and stakeholders to keep everyone on same page and working toward established business goals.
- Developed and maintained relationships with customers and suppliers through account development.
Call Center Representative
Telenor Group
03.2006 - 11.2012
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Streamlined call flow processes for more efficient response times and increased productivity.
- Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Collaborated with team members to share best practices and improve overall team performance in meeting targets.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Delivered consistent top-notch performance under pressure during peak calling hours or challenging situations.
- Responded to customer calls and emails to answer questions about products and services.
- Boosted customer service satisfaction ratings through consistent quality control.
Education
MBA - Apparel Merchandising
Bangladesh Institute of Fashion & Technology-BIFT
Dhaka, Bangladesh06.2008
BBA - Marketing Management
University of Dhaka
Dhaka, Bangladesh07.2006
Skills
- Performance Management
- Contract Management
- Strategic Planning
- Marketing
- Business Development
- Time Management
- Verbal and written communication
- Complex Problem-Solving
- Product Management
- Cross-Functional Teamwork
- Customer Relationship Management (CRM)
- Negotiation
- Team Collaboration
- Relationship Building
- Attention to Detail
Languages
English
Full Professional
Bengali
Native or Bilingual
Hindi
Professional Working
French
Limited Working
Additional Information
Major Buyer Handled: Puma-Germany, Walmart-Canada, Zara-Spain, Kappa-Italy, Gemo-France, Tesco-UK, Renner-Lojas-Brazil and Guess-USA
Note of Business Travel: During my career I have traveled to to do customer buying meeting so many times to United States, United Kingdom, Australia, France, Germany, Italy, Spain, Netherland, Switzerland, Portugal, China, United Arab Emirates, Singapore, Malaysia, Philippine, Thailand, Saudi Arabia & India.
Passport: B00008980
Work Permit: Valid up to 2026
SIN: Valid up to 2026
Timeline
Manager - Merchandising & Marketing
PDS Limited
12.2012 - 11.2023
Call Center Representative
Telenor Group
03.2006 - 11.2012
MBA - Apparel Merchandising
Bangladesh Institute of Fashion & Technology-BIFT
BBA - Marketing Management
University of Dhaka
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