Sayed Masum Billah

• Establish productive professional relationships with key contacts and develop and nurture the corporate customer accounts
• Plan and Execute targeted Customer visit according to agreed route plan
• Ensure Portfolio Health Maintenance including start up payment, paper compliance, and churn management
  Ensure portfolio growth by doing proper Account Planning to ensure customer satisfaction. Identify the customer need, accordingly prepare customer activity plan, implement the execution plan and monitor the results
• Acquire industry knowledge to best serve the corporate customers. Track competition activities and report to relevant stakeholders as well as to line supervisors
• Prepare customized offers and design various presentations to be shared with GP Management and customers to win/back or acquire or retain any customer with potential
• Conduct meetings with clients / customer operations / customer workshops to pursue proper Account Management
• Lead and conduct negotiations with Key Decision Makers of Customers along with GP Management if required

Planning and implementing strategies
Ensure smooth Contact Center service operations
Lead one team consisting of 25 members
Conduct monthly performance evaluation
Participate in staffing process
Conduct quality assurance audit
Develop the team members
Participate in strategic policy making
Work as an interface with different stakeholders

•Handling complaints regarding Products and services, EDGE, VAS & Advanced VAS, Network, Fraudulent activities, International Roaming.
•Escalating the dependent problems to the concerned unit and after getting the feedback updating the customers.
•Providing reply/feedback of customer’s complaints through e-mails, outbound calls and SMS.
•Work as an interface with different touch points and make good co-ordination with the stake holders of different services.
•Helped Management to take strategic decisions giving insights with voice of customer (suggestion) through weekly reports.
•Providing adjustment to the customer for any kind of discrepancy in charging.
•Maintained aging of any task as per Service Level Agreement(SLA)

Provide one-stop quality Customer Service over phone to ensure positive customer experience.
Proactively aware/inform customers regarding our products/service
Sale through inbound and outbound contacts.
Capture customer insights and escalate critical issues / complaints and provide timely feedback
Maintain targeted KPI on a regular basis
I was a member of internal quality development project.
I was a member of service quality assurance project. Roster Management (Personnel).