Rakib Uddin Rahul Operations and Sales Specialist

rakibuddinrahul@yahoo.com

Gulshan, Dhaka

Introduce

Say Hi from Rakib, Operations and Sales Specialist

I am a seasoned professional in Customer Experience, Sales, and Business Development with 15 years of experience. As a successful team leader, I am self-motivated and highly professional. Throughout my career, I have engaged with various industries and diverse individuals. I possess the ability to grow any business from the ground up. If you require my expertise, please feel free to contact me at any time

15+

Years of
Experience

20+

Clients
Served

Career Summary

Building Better Businesses with
Strategic Operational Excellence

With diverse and comprehensive career, I have held several key roles across different industries. As a Sales and Support Specialist at Sender.net, I troubleshooted customer issues, identified sales trends, and supported the sales team. At Lycaeum Music, I served as a Student Support Advisor, fostering a positive learning environment. In my role as Chief Operating Officer at Cliqpack, I provided strategic leadership, managed operations, and achieved significant growth.. My position as Digital Operation Manager at Shohoz Ltd involved leading digital teams and enhancing service quality. At Pathao Ltd, as Quality Assurance Manager, I established QA processes and standards. In Daraz BD, as Issue Resolution & Escalation Manager, I effectively managed risk resolution. As Business Development Manager at Sadiatec Ltd, I coordinated contracts and drove business growth. In my early career, I served as a Telemarketing Supervisor and Analyst at Runner System and Technology

Key Proficiencies

Customer Relationship Management

Strategic Planning and Execution

Sales and Revenue Optimization

Quality Assurance and Compliance

Team Leadership and Management

Technology Integration and Management

Data Analysis and Insights

Market Analysis and Strategy

Resume

Experience

January 2023 – August 2024

Student Support Advisor

Lycaeum.co.uk (Remote)

Based on departmental objectives, set up a strategy & loyalty program for the consumer base.
Monitor the day-to-day operational activities of the section to ensure adherence to operating budget and guidelines for the section goals.
Manage the relationship with stakeholders, both internal and external– partner establishments, loyalty consultants, advertising agency, vendors (loyalty system vendor, Website management team etc.)
Clarify roadmap with milestones for implementation.
Develop a customer-focused attitude toward activities and concentrate on those that most strongly contribute toward improving customer lifetime value.

Major Achievements:

Created the departmental team of direct and indirect reports through effective recruitment, development, performance management, and succession planning, to maximize team performance and achieve departmental objectives.
Successfully manage the development and consolidation of the departmental budget within own scope, and monitor the department’s financial performance versus the budget, to ensure the exercising of financial authority within established limits and the control of departmental budget expenditure

May 2022 – August 2024

Sales & Support Specialist

Sender.net (Remote)

Help troubleshoot problems with customer orders, customer accounts, and other related issues
Identify and keep up with sales trends & provide the sales team with data reports and sales guides
Monitor sales performance through sales tracking tools and report progress to sales representatives
Work with account managers to create and implement targeted sales strategies
Keep up with new product sales launches and make sure the sales team is up to date
Provide customer service by staying on top of pending orders and customer requests
Identify where improvement is needed in sales practices and make suggestions for improvements

Major Achievements:

January 2020 – December 2021

Chief Operating Officer (C.O.O)

Cliqpack Ltd.

Provide management to staff and leadership to the organization that aligns with the company’s business plan and overall strategic vision.
Assist executive team members to create, grow & build a world class, industry leading organization.
Set challenging and realistic goals for growth, performance and profitability
Create measurement tools to gauge the efficiency & effectiveness of internal & external processes.
Provide accurate and timely reports outlining the operational condition of the company.
Work closely with senior management team to create, implement and roll out plans for operational processes, internal infrastructures, reporting systems and company policies all designed to foster growth, profitably and efficiencies within the company.
Work with the CEO and CFO in the capital raise process, participate in the company’s road shows. Meet, interact and present information effectively to potential investors and private equity firms

Major Achievements:

Leading a team of 30 people, distributing task among the team, monitoring & evaluating performance.
Acquired 100+ merchants in Fashion wearable & clothing industry & creating business scope for them.
Identification of business need & ensured proper Sales growth & formulating marketing strategies
Sep up the Logistics, made necessary policies to ensure smooth business operation.

September 2018 – February 2020

Non-Voice Operation Manager

SHOHOZ.COM

Leading the Digital Team, Complaint Management Team, Service Quality Team & Induction training.
Making all kinds of response for Customer Service Inquiries, Complaints, Suggestions feedback via Email & Social platforms (FB / User Application/ World wide web profile) within the assigned TAT.
Identify and assess customer’s needs to achieve excellent satisfaction.
Provide accurate, valid and complete information by using the right methods/tools.
Making communication procedures, guidelines and policies & Guiding & aiming the team to think fast, find answers, respond quickly to customer issues, all with a polite, emphatic & professional manner.
Preparing reports like Daily cases count, weekly cases count, QC check & proof readings, tagging etc.

Major Achievements:

June 2017 – August 2018

Quality Assurance Manager

Pathao LTD

Accomplishes quality assurance on human resource objectives by recruiting, selecting, orienting, training, assigning, scheduling, coaching, counseling, and disciplining employees.
Communicating job expectations, planning, monitoring, appraising, and reviewing job contributions.
Enforcing policies and procedures to achieve quality assurance operational objectives by contributing information and analysis to strategic plans and reviews.

Major Achievements:

April 2015 – May 2017

Issue Resolution & Escalation Manager

Daraz Bangladesh (Alibaba Group)

Leading risk resolution plans to ensure they are effectively managed across the range of sellers and customers required to deliver sustainable closure.
Designing and developing plans to ensure risks are closed within timescales.
Responsible for planning and delivering against a range of risk issues through the entire life cycle, including risk governance processes.
Includes responsibility for ensuring that the solution is capable of enabling the business to close the issue on time with minimum operational impact.
Ensuring delivered solutions adhere to Regulation, policy and process controls.

Major Achievements:

May 2012 – February 2015

Manager, Business Development

Sadiatec Company Ltd.

Coordinating requirements, developing and negotiating contracts, integrating contract requirements with business operations.
Protects organization's value by keeping information confidential.
Maintaining personal networks, participating in professional organizations.
Enhances organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
Present new products and services and enhance existing relationships.
Arrange and participate in internal and external client debriefs.

Major Achievements:

February 2009 – March 2012

Telemarketing Supervisor and Analyst

Runner Group (Runner System and Technology)

Monitoring random calls to improve quality, minimize errors and track call center staff performance.
Creating team schedules to ensure the call center is manned effectively during core hours.
Making sure that all services and practical arrangements for the call center.
Keeping an accurate record of all call center information and performance statistics.