Travelling, Family time,
Fahmida Hossain
Customer Experience Manager
Summary
Natural and diligent leader experienced in driving great team successes by coaching and motivating team members to increase business, operational efficiency and customer satisfaction with creative solution. Record of performance in meeting organizational objectives. Excellent interpersonal skills, to work well with others, in both supervisory and support staff roles.
Overview
19
19
years of professional experience
5
5
years of post-secondary education
6
6
Certifications
2
2
Languages
Work History
Lead Customer Experience and Sales
AMISHEE, Sash International
Dhaka, Bangladesh
05.2023 - Current
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
- Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes and followed up to achieve resolution.
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Developed new employees and on-going performance assessment of current employees.
- Established performance and service goals and held associates accountable for individual performance.
- Engaged in product training, demonstrations, consumer awareness, branding, and acquisition initiatives to raise awareness and revenues.
- Demonstrated products to show potential customers benefits and advantages and encourage purchases.
- Collaborated cross-functionally with headquarters, regional and other teams nationally to maintain consistent message and experience.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Compiled and analyzed data to determine approaches to improve sales and performance.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Built relationships with customers and community to establish long-term business growth.
- Collaborate with partners to organize different events to enhance brand presence
Customer Experience Manager
Grameenphone Ltd
Dhaka
08.2020 - 12.2022
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction and employee productivity.
- Organized daily workflow and assessed appropriate staffing to provide optimal service.
- Developed new employees and on-going performance assessment of current employees.
- Collaborated cross-functionally with headquarters, regional and other teams nationally to maintain consistent message and experience.
- Compiled and analyzed data to determine approaches to improve sales and performance.
- Resolved problems with high-profile customers to ensure customer experience
Center Head
Grameenphone Ltd
Dinajpur
01.2016 - 08.2018
- Implemented business strategies, increasing revenue and effectively targeting new markets.
- Developed and optimized organizational systems to boost efficiency and keep operations scalable and agile for changing demands.
- Delivered leadership to executive team dedicated to driving ambitious targets with well-orchestrated plans.
- Promoted positive customer experience through day-to-day supervision and management
- Managed, trained and motivated personnel to continuously improve knowledge and abilities.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Supervised creation of exciting merchandise displays to catch attention of store customers.
- Eased team transitions and new employee orientation through effective training and development.
Relationship Manager
Grameenphone Ltd
Dhaka
04.2014 - 12.2015
- Lead a highly energetic, knowledgeable and forward leaning experts team to achieved sales target of products and services through proactive Planning
- Developed and cultivated lucrative relationships with Star and High Value customers in the locality to ensure satisfaction and increase ARPU/AMPU
- Ensured stock availability to boost sales.
- Worked with Marketing team to ensure campaign for customer engagement within the center
- Organized launching event for new flagship product with collaboration with internal stakeholder.
- Monitored issues carefully and reached out to customers to provide immediate resolution and maintain satisfaction.
- Increase customer ARPU/AMPU by increasing customer's uptake of product /service/campaign through more awareness, demonstration, hands-on experience and salesmanship
Deputy Center Head
Grameenphone Ltd.
Dhaka
01.2009 - 03.2014
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Developed and maintained courteous and effective working relationships.
- Drove operational improvements which resulted in savings and improved profit margins.
- Identified issues, analyzed information and provided solutions to problems.
- Used coordination and planning skills to achieve results according to schedule.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Collaborated with team members to achieve target results.
Officer
Grameenphone Ltd
Dhaka
11.2005 - 12.2008
- Facilitate Recruitment process for respective division
- Responsible for logistic support for new employees.
- Event management
- Coordinate meetings and interview
- Support to department head
Admin Officer
Thengamara Mohila Sobuj Songha
Dhaka
10.2004 - 10.2005
- Produced detailed reports to track trends and keep senior management informed.
- Prepared agendas and took notes at meetings to archive proceedings.
- Standardized office structures and processes to promote collaboration and increased performance.
- Managed company schedule to coordinate calendar and arrange travel.
Education
Master of Science - Geoghraphy
Eden Girls College
Dhaka, Bangladesh 03.1998 - 03.1999
Bachelor of Science - Geography
Eden Girls' College
Dhaka, Bangladesh 09.1995 - 04.1998
Post Graduate Diploma in Business Management - Business Administration And Management
Bangladesh Institute of Management
Dhaka, Bangladesh 01.2004 - 01.2005
Advance Certificate in Business Administration - Business Administration And Management
Institute of Business Administration, DU
Dhaka, Bangladesh 06.2012 - 12.2012
Skills
Customer Experience
undefinedAccomplishments
- Collaborated with Central team in the development of Digital Customer Journey and 70 + process simplification.
- Deployed new operating model with minimum hiccup.
- Ensured emergency service as Single Physical touch point during Covid-19 with necessary safety measures
- Organized successful launching event (e-registration, aggregated partnership Model, Group CXO visit) from center with internal stakeholder collaboration.
- Reduced waiting time below 8.00 Min through manpower optimization and capacity enhancement of agent.
- Maintained CFS score at 95% LEVEL through necessary training and guidance with strong monitoring
- Ensued YOY growth in MyGP new acquisition, Postpaid Gross Add
- Worked as Learning ambassador of Circle and encourage circle employees for personal development by arranging training/session/webinar.
- Moved outside Dhaka in 2016 and served there 2.5 years
- Organized Retail Excellence Training for 56 frontline agent of entire circle.
Certification
Agile Project Management, Corsera
Interests
INSEAD-Telenor Strategy Execution Online Program 1 & 2
This is 3 months online training program arranged by INSEAD-Telenor Group for selective employees.
Timeline
Lead Customer Experience and Sales
AMISHEE, Sash International
05.2023 - Current
Agile Project Management, Corsera
11-2022
Data Driven Decision Making for Business Professional, Linkedin
06-2021
20 Habits of Executive Leadership, Linkedin
03-2021
Customer Service Mastery, Delight Every Customer, Linkedin
03-2021
Everyday Leadership, Coursera
08-2020
Customer Experience Manager
Grameenphone Ltd
08.2020 - 12.2022
Building Resilience , Coursera
07-2020
Center Head
Grameenphone Ltd
01.2016 - 08.2018
Relationship Manager
Grameenphone Ltd
04.2014 - 12.2015
Advance Certificate in Business Administration - Business Administration And Management
Institute of Business Administration, DU
06.2012 - 12.2012
Deputy Center Head
Grameenphone Ltd.
01.2009 - 03.2014
Officer
Grameenphone Ltd
11.2005 - 12.2008
Admin Officer
Thengamara Mohila Sobuj Songha
10.2004 - 10.2005
Post Graduate Diploma in Business Management - Business Administration And Management
Bangladesh Institute of Management
01.2004 - 01.2005
Master of Science - Geoghraphy
Eden Girls College
03.1998 - 03.1999
Bachelor of Science - Geography
Eden Girls' College
09.1995 - 04.1998
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