Operations and Sales Specialist

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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

January 2023 – August 2024

Student Support Advisor

Lycaeum.co.uk (Remote)

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

Major Achievements:

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  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.
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  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)

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

Major Achievements:

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  Achieving monthly revenue target by selling Bulk Email, Bulk SMS to the International clients
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  On boarded 600+ clients & secured sustainable growth & expansion through Repeat Clients.

January 2020 – December 2021

Chief Operating Officer (C.O.O)

Cliqpack Ltd.

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  Provide management to staff and leadership to the organization that aligns with the company’s business plan and overall strategic vision.
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  Assist executive team members to create, grow & build a world class, industry leading organization.
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  Set challenging and realistic goals for growth, performance and profitability
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  Create measurement tools to gauge the efficiency & effectiveness of internal & external processes.
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  Provide accurate and timely reports outlining the operational condition of the company.
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  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.
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  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:

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

September 2018 – February 2020

Non-Voice Operation Manager

SHOHOZ.COM

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  Leading the Digital Team, Complaint Management Team, Service Quality Team & Induction training.
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  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.
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  Identify and assess customer’s needs to achieve excellent satisfaction.
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  Provide accurate, valid and complete information by using the right methods/tools.
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  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.
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  Preparing reports like Daily cases count, weekly cases count, QC check & proof readings, tagging etc.

Major Achievements:

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  Introduced Zoho CRM system in collaboration of W3S Cloud in Shohoz.com.

June 2017 – August 2018

Quality Assurance Manager

Pathao LTD

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

Major Achievements:

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  Created the Audit and Quality Assurance department for Pathao Ltd.
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  Created KPI, KRI and Employee Governance Model for Pathao Ltd. and Shohoz.com

April 2015 – May 2017

Issue Resolution & Escalation Manager

Daraz Bangladesh (Alibaba Group)

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

Major Achievements:

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  Resolved maximum 300+ problems Per day on an average with a team of 15 people.

May 2012 – February 2015

Manager, Business Development

Sadiatec Company Ltd.

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

Major Achievements:

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  Selling ISP to the clients, acquiring new customer & generating repeat business from existing clients.

February 2009 – March 2012

Telemarketing Supervisor and Analyst

Runner Group (Runner System and Technology)

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

Major Achievements:

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  Achieved maximum amount by closing sales among cold calls to UK and US.
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  Creating the work culture and the corporate governance model for the office employees for better performance.