MAHMUDUL HASAN
Dhaka
Summary
Driven Customer Support Manager with extensive experience as the primary escalation point for high-level client inquiries, concerns, and service issues. Passionate about delivering exceptional customer experiences by actively listening, understanding requirements, and providing tailored solutions. Skilled in analyzing customer data, purchase histories, and feedback to identify trends, resolve issues quickly, and enhance overall satisfaction.
Overview
4
4
years of professional experience
Work History
Customer Support Manager
Imprint Dhaka LTD
07.2023 - Current
- Supervise customer support operations, including handling inquiries via ticketing systems and emails.
- Manage front-end and back-end operations to provide a seamless experience for customers.
- Facilitate claim settlements by investigating, validating, and resolving disputes with a customer-centric approach.
- Lead negotiation efforts to resolve escalated cases.
- Manage and mentor a support team to align with organizational goals and improve productivity.
- Monitor and analyze key performance indicators (KPIs) to optimize service quality and team efficiency.
- Collaborate with cross-functional departments to implement support strategies.
Sales Representative
Imprint Dhaka LTD
03.2022 - 07.2023
- Successfully reduced average ticket resolution time.
- Managed and directed a team of 5 individuals.
- Handled a significant volume of customer inquiries via email and ticketing systems.
Sales Representative
Techmart BPO
03.2021 - 11.2021
- Generated numerous new leads per month through proactive outreach and relationship building.
- Proactively engaged with potential customers via calls, emails, and meetings.
- Conducted thorough needs assessments to recommend tailored solutions to clients.
- Collaborated with the marketing team to execute campaigns that aligned with sales objectives.
- Maintained accurate records of interactions and transactions in the CRM system for reporting and analysis.
- Provided after-sales support to resolve customer concerns, strengthen relationships, and ensure repeat business.
- Analyzed market trends and competitor strategies.
Education
Course -
Coursera
07-2025
HSC - Business Studies
Govt. Kadam Rasul College
SSC - Business Studies
Deobhog Hazi Uzir Ali High School
Skills
- Customer Support Management
- Technical Support
- Ticketing Systems
- Email Management
- Front-End Operations
- Back-End Operations
- Claim Settlement
- Remote Work Process
- Negotiation
- Team Leadership
- Empathy and patience
- Customer relations
- Escalation handling
- Teamwork and collaboration
- Problem-solving
- Multitasking
- Critical thinking
- Adaptability and flexibility
- Decision-making
- Microsoft office
- Vendor relationships
- Report writing
Timeline
Customer Support Manager
Imprint Dhaka LTD
07.2023 - Current
Sales Representative
Imprint Dhaka LTD
03.2022 - 07.2023
Sales Representative
Techmart BPO
03.2021 - 11.2021
HSC - Business Studies
Govt. Kadam Rasul College
SSC - Business Studies
Deobhog Hazi Uzir Ali High School
Course -
Coursera
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