Bangladesh
Analyzing Data to strengthened merchandising and promotional
strategies to drive customer engagement and boost sales.
• Provide technical support for various call center software and
hardware (IVRs, ACDs, CRMs, analytics).
• Deliver daily operational excellence in the call center by
managing key factors like workflow, scheduling, forecasting,
and performance metrics.
• Foster teamwork, coach talent, and evaluate performance for
optimal results.
• Analyze call data to identify trends, improve service, and
inform company strategy.
• Present reports about gathered data to senior management.
• Salesforce management.
• MetLife Agent portal/SMS/customer portal data management.
• Managed and led a dy
October 2017 - Present
Seamlessly integrated third-party tools and components into
applications, while developing CRM.
• Collaborated with customers to conduct needs analysis and ascertain
vendor costs.
• Conducted in-depth data analysis for call center operations, delivering
valuable insights to management and actively contributing to the
formulation of strategic decisions.
• Designed and managed databases.
• Managed, modified, and updated call center software, actively
contributing to the implementation of new features.
• Effectively bridged the gap between vision and action by transforming
customer requirements into meticulously crafted project plans,
ensuring the success of the projects.
February 2016 - September 2017
2016 - 2017
2012 - 2015
Bangladesh
Analyzing Data to strengthened merchandising and promotional
strategies to drive customer engagement and boost sales.
• Provide technical support for various call center software and
hardware (IVRs, ACDs, CRMs, analytics).
• Deliver daily operational excellence in the call center by
managing key factors like workflow, scheduling, forecasting,
and performance metrics.
• Foster teamwork, coach talent, and evaluate performance for
optimal results.
• Analyze call data to identify trends, improve service, and
inform company strategy.
• Present reports about gathered data to senior management.
• Salesforce management.
• MetLife Agent portal/SMS/customer portal data management.
• Managed and led a dy
October 2017 - Present
Seamlessly integrated third-party tools and components into
applications, while developing CRM.
• Collaborated with customers to conduct needs analysis and ascertain
vendor costs.
• Conducted in-depth data analysis for call center operations, delivering
valuable insights to management and actively contributing to the
formulation of strategic decisions.
• Designed and managed databases.
• Managed, modified, and updated call center software, actively
contributing to the implementation of new features.
• Effectively bridged the gap between vision and action by transforming
customer requirements into meticulously crafted project plans,
ensuring the success of the projects.
February 2016 - September 2017
2016 - 2017
2012 - 2015