Khalid Hasan Talukder
Dhaka
Summary
Technology and CRM Transformation Leader with 9+ years of experience delivering enterprise customer engagement platforms, CRM ecosystems, and contact center technologies within regulated environments, including global insurance operations. Experienced in solution consulting, SaaS platform architecture, digital transformation, and stakeholder management, working across business, IT, and vendor teams to implement scalable technology solutions. Strong technical background in CRM architecture, system integration, analytics-driven decision-making, and DevOps collaboration, with hands-on experience supporting high-availability systems and driving operational improvements. Recognized for delivering data-driven transformation initiatives that improve customer experience, operational efficiency, and business performance.
Overview
10
10
years of professional experience
7
7
Certifications
3
3
Languages
Work History
Manager – Global Customer Technology (CRM & Contact Center)
MetLife
10.2017 - Current
- Lead technology operations and transformation initiatives for mission-critical CRM and contact center platforms supporting large-scale insurance operations (150–200 FTE).
- Managed operational stability of CRM, IVR, and dialer platforms supporting high-volume customer service environments.
- Maintained 90%+ SLA compliance across voice and digital service channels.
- Coordinated vendor-led incident management and validated Root Cause Analysis (RCA) to ensure long-term resolution.
- Monitored system performance, service availability, and escalation workflows.
- Coordinated production releases across IT, DevOps, QA, vendors, and business teams.
- Validated deployment readiness, dependencies, rollback planning, and risk mitigation.
- Maintained change logs, release documentation, and governance records for compliance.
- Managed vendor performance through SLA monitoring and governance reviews.
- Collaborated with business stakeholders to align technology solutions with operational needs.
- Challenged technical proposals to ensure architectural integrity and regulatory compliance.
- Supported internal and external ICT audits within a regulated insurance environment.
- Provided documentation related to access control, system architecture, and change management.
- Implemented corrective actions based on audit findings.
- Reduced customer wait time by 40% through IVR redesign and call flow optimization.
- Improved First Call Resolution (FCR) by 35% through CRM–dialer integration.
- Led Salesforce–ViciDial integration, enabling full 360 customer visibility.
- Built executive dashboards for SLA monitoring, operational risk tracking, and performance reporting.
Project Manager – CRM & AI Solutions (International Remote Engagement)
IHELPKL
01.2024 - 01.2025
- Led the design and implementation of SaaS-based CRM and customer management platforms supporting sales and customer engagement operations.
- Managed the full CRM lifecycle including requirements gathering, architecture design, deployment, and optimization.
- Implemented omnichannel CRM integrations including voice, email, chat, and social communication channels.
- Facilitated stakeholder workshops to define technical architecture and business requirements.
- Coordinated deployments across development, QA, and production environments.
- Supported CI/CD processes and version-controlled release cycles.
- Participated in container-based deployment planning (Docker environments).
- Increased B2B lead conversion by 35% through AI-based lead scoring.
- Reduced missed customer inquiries by 45% via unified CRM platform deployment.
- Shortened sales cycle from 5 days to 2 hours through workflow automation.
Software Engineer
MYOLBD
02.2016 - 09.2017
- Delivered enterprise CRM and contact center platforms with direct involvement in development, deployment coordination, and client technical engagement.
- Developed CRM and ticketing systems using PHP & SQL.
- Managed version-controlled code releases.
- Coordinated deployment to staging and production environments.
- Supported troubleshooting of system integration and hosting-related issues.
- Participated in system debugging, API integrations, and performance tuning.
- Delivered 10+ CRM implementations for enterprise brands.
- Automated call center workflows reducing response time by 25%.
- Customized CRM solutions improving retention by 15%.
Education
Master of Management Information Systems - MIS
Daffodil International University
Dhaka01-2017
Bachelor of Computer Science & Engineering - CSE
Patuakhali Science & Technology University
Barisal01-2015
Skills
Contact Center & Omnichannel Architecture
Enterprise System Integration & API Connectivity
Solution Consulting & Technical Advisory
Digital Transformation & Technology Strategy
SaaS Platform Architecture & Deployment
Agile Project Delivery & DevOps Collaboration
Incident, Change & Release Management
Vendor Governance & SLA Performance Management
Operational Analytics & Business Intelligence
Certification
SAFe Agilist (SA) - Leading SAFe 6.0
Awards
Beyond Extra Miles (2022, 2023) Recognized for consistently exceeding expectations and going above and beyond standard duties, Success Principles Champion (2023) Awarded for embodying and promoting core success principles within the organization
Section name
- Project link: http://114.130.69.200/
- Github link: https://github.com/khalid7879
Timeline
Project Manager – CRM & AI Solutions (International Remote Engagement)
IHELPKL
01.2024 - 01.2025
Manager – Global Customer Technology (CRM & Contact Center)
MetLife
10.2017 - Current
Software Engineer
MYOLBD
02.2016 - 09.2017
Bachelor of Computer Science & Engineering - CSE
Patuakhali Science & Technology University
Master of Management Information Systems - MIS
Daffodil International University