MD HASIBUR RAHMAN
Mirpur
Summary
To excel as an honest & efficient employee in a well-reputed institution where experience & skills will significantly contribute to achieving the goals & objectives of the company.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Senior Executive
Excel Electronics Ltd.
Uttara, Dhaka
11.2024 - Current
- 1. Manage end to end operations of all business verticals under digital commerce portfolio include Excel & Rimlo Electronics.
- 2. Meta marketing campaign design & implement.
- 3. Manage daily e-commerce operations including product upload, stock updates, query management and order fulfillment.
- 4. Plan and implement offers, promotions, and campaigns for own platform & market place (Daraz, Pickaboo, Sara)
- 5. Manage platform performance, budgets, and vendors ensuring ROI and alignment with business goals.
- 6. Lead Generations and Meta Marketing /Google Ads /Campaign Design / Data Scraping Facebook Pixel, Conversion API, GTM & GA4 Server side Tracking
- Company Location: House-29, Road-8, Sector-12, Uttara, Dhaka
- Department: Ecommerce.
Customer Service & Digital Marketing Team Lead
MoveOn Technologies Ltd.
Mirpur DOHS
09.2022 - 10.2024
- 1. Lead and develop Customer support and call center quality standards.
- 2. Improving customer service quality and keeping it at a consistently high level.
- 3. Assess support interaction based on internal standards & Draft quality assurance policies.
- 4. Create strategies to improve customer support KPI.
- 5. Assist agents improve their performance with specific instruction and constant support.
- 6. Monitor inbound and outbound calls, sms / live chat, and email responses to assess call agents demeanor, technical accuracy, and customer service agents performance, ensure customer satisfaction and conformity to company policies and procedures.
- 7. Plan and execute creative online marketing campaigns to capture attention, campaign, and drive sales.
- 8. Optimize the customer journey to increase online sales conversions through personalized shopping experiences and targeted promotions.
- 9. Lead Generations and Meta Marketing /Google Ads /Campaign Design / Data Scraping Facebook Pixel, Conversion API, GTM & GA4 Server side Tracking.
- 10. Competitor analysis and craft data driven and target oriented campaign strategy.
- Road-9, Avenue-9, House-1020, Mirpur DOHS
- Department- Customer Service
Area Manager at Offline Merchant
SSL COMMERZ Ltd.
Dhaka, 1000
12.2020 - 08.2021
- 1. Ensure excellence in execution in Retail Merchant Acquisition.
- 2. Lead, manage, develop and assess Territory Officers (TO) & Merchant Acquisition Specialist (MAS).
- 3. To ensure daily visits to retail stores as per PJP and send visit feedback with a report to HOD.
- 4. Monitor the activity bringing success and personal fulfillment for the team.
- 5. Regular market visit to address competitor activity, operational disputes & resolved the dispute promptly.
- 6. Ensure perfect and fast implementation of the company's activity (visibility tools, launches, loyalty programs).
- 7. Daily & Ad hoc reporting to HOD.
- Company Location: 93 B, New Eskaton Road, Dhaka-1000
- Department: Offline Merchant & Distribution Management Department.
Agent Administration Officer
Deligram Technology Ltd. (A Rahimafrooz Affiliated Company)
Tejgaon, Dhaka
01.2020 - 11.2020
- 1. Plan in coordination with Marketing and Sales the support for all new launches & existing agents.
- 2. Develop performance improvement plan for the sales team to meet performance goals.
- 3. Maintain & increase the standards of customer service & sales orders.
- 4. Monitor compliance performance indicators for each customer such as lead time, fulfillment rate on-time fulfillment.
- 5. Monitor the team`s performance and motivate them to reach sales targets to form an efficient and effective sales team.
- 6. Prepare payment calculations for retailers.
- 7. Develop and monitor an efficient HUB operation and HUB manager's performance.
- 8. Collect all kinds of HUB operation reports & evaluate (Shipment, Agent & SKU wise Delivery rate, Hub Expense, Petty cash, Daily Attendance).
- 9. Mitigate all kinds of dispute resolution. (Operational, Customer Complain, Refund, HUB Operation, Delivery)
- Company Location: 705 Nakhalpara, Tejgaon, Dhaka-1215
- Department: Market Operation.
Report & Analysis Executive (E-commerce)
Robi Axiata Ltd.
Dhaka, 1212
02.2019 - 01.2020
- 1. Maintaining Daily Sales & Stock Report including National Distributor, In-Transit, Channel, and Corporate Sales Department.
- 2. Sales Data Analysis, Reporting, and Planning.
- 3. Preparing Dashboard to provide Reports to superior Management.
- 4. Generating, Maintaining, Consolidating, and Tracking various Reports.
- 5. Other Duties & Responsibilities as assigned by the Management from time to time.
- Company Location: Uday Tower, Gulshan South Avenue Gulshan 1, Dhaka - 1212
- Department: IOT & Product Innovation (Digital Service).
Call Center Officer
E-Zone HRM Ltd. (bKash Call Center)
Dhaka, 1000
10.2014 - 01.2019
- 1. Manage large amounts of incoming calls and correspondence in a professional and timely manner.
- 2. Handle complex customer complaints and questions regarding brilliant.
- 3. Use judgment to find creative solutions to resolve customer issues.
- 4. Address customer needs and requests with a positive and can-do attitude.
- 5. Meet Key Performance Indicator expectations (average speed of answer, handle time, first contact resolution)
- 6. Work with the team in a professional & collaborative manner.
- 7. Escalate customer complaint to Technical Department.
- Company Location: Planners Tower (10th Floor)13/A, Bir Uttam C.R. Dutta Road (Sonargaon Road)Dhaka-1000, Bangladesh.
- Department: Customer Service Division.
Junior Officer
bKash Ltd.
Dhaka Cantonment, Dhaka
07.2014 - 09.2014
- 1. Listening Problems of Customer & Providing Solutions.
- 2. Resolve customer`s problem within SLA.
- 3. Providing relative support to different units of CCD.
- 4. Maintaining liaison with other Departments.
- 5. Customer Feedback Report Generation.
- 6. Provide supports to both internal & external customers.
- 7. Escalate customer complaint to Technical Department.
- Company Location: Bir Sreshtha Shaheed Jahangir Gate 546, Dhaka Cantonment, Dhaka-1206
- Department: Customer Service Division.
Customer Manager
Grameenphone Center Franchise
Satkhira
04.2010 - 05.2014
- 1. Achieve monthly sales target given by the company.
- 2. Provide one-stop Customer Service.
- 3. Different types of customer objection handling.
- 4. Ensure sales of different vendor products according to customer demand as per company guidelines.
- 5. Promote different types of VAS & promotions to customers.
- 6. Inventory management at day closing.
- 7. Manage regular and on-demand reports according to business requirements.
- 8. Manage all kinds of tasks inside the center.
- Company Location: Satkhira
- Department: Sales & Service.
Education
Bachelor of Arts - Pass Course
National University
01-2009
HSC - Humanities
Satkhira Day Night College
01-2005
SSC - Humanities
Satkhira P.N High School
01-2003
Skills
- Excellent & effective communication skills
- Lean & Agile Performer
- People Management
- Time management
- Team Management
- Flexible team player with leadership qualities
- Process Development
- Dispute Resolution
- Digital Marketing
Certification
- Digital Marketing Mastery, IDEAN Consulting, Dhaka, 2021-08-01 to 2021-11-06
- E-commerce/F-commerce Business Strategy and Marketing Mastery, IDEAN Consulting, Dhaka, 2021-08-01 to 2021-12-09
- Taking Sales to an Advance Level, Bdjobs, Dhaka, 2021-07-09 to 2021-07-10
- Soft skill for Sales Professional, LinkedIn, Online, 2021-05-01 to 2021-05-15
- Excel Skills for Business: Intermediate I, Coursera (Macquarie University), Online, 2020-10-01 to 2020-10-31
- Business Intelligence in MS Excel, Bdjobs, Dhaka, 2016-03-10 to 2016-03-30
Timeline
Senior Executive
Excel Electronics Ltd.
11.2024 - Current
Customer Service & Digital Marketing Team Lead
MoveOn Technologies Ltd.
09.2022 - 10.2024
Area Manager at Offline Merchant
SSL COMMERZ Ltd.
12.2020 - 08.2021
Agent Administration Officer
Deligram Technology Ltd. (A Rahimafrooz Affiliated Company)
01.2020 - 11.2020
Report & Analysis Executive (E-commerce)
Robi Axiata Ltd.
02.2019 - 01.2020
Call Center Officer
E-Zone HRM Ltd. (bKash Call Center)
10.2014 - 01.2019
Junior Officer
bKash Ltd.
07.2014 - 09.2014
Customer Manager
Grameenphone Center Franchise
04.2010 - 05.2014
HSC - Humanities
Satkhira Day Night College
SSC - Humanities
Satkhira P.N High School
Bachelor of Arts - Pass Course
National University
Specialization
- Fields of Specialization: Telecommunication Service, Financial/Banking service, Fin Tech & E-Commerce
- Description: Reporting and analysis. Performance Tracking, Technology Based Customer Experience of MFS & E-Commerce, Telecommunication & E-Commerce, Customer Service Quality, Digital Customer Service, People Management, BPO, Digital Marketing.
Career Summary
- 1. Senior Executive at Excel Electronics Ltd.
- 2. Customer Experience & Digital Marketing Team Lead (MoveOn Technologies Ltd)
- 3. Area Manager at SSL COMMERZ Ltd.
- 4. Agent Administration Officer at Deligram Technologies Ltd. (A Rahimafrooz Affiliated Company)
- 5. Report & Analysis Executive at Robi Axiata Ltd.
- 6. Call Center Officer at bKash Ltd.
- 7. Customer Manager at Grameenphone Franchise.