MD ISHRAQ HOSSAIN JOARDER
Dhaka
Summary
Project Lead with 5+ years of experience managing software and SaaS-related initiatives from scope definition to delivery. Proven ability to lead cross-functional teams, coordinate stakeholders, and ensure projects are completed on time, within scope, and with measurable impact. Strong background in SaaS operations, CRM systems, and process improvement. Skilled in Agile methodologies, stakeholder communication, and risk management, with a track record of delivering scalable solutions for global clients.
Overview
9
9
years of professional experience
2
2
Certificate
Work History
Customer Support Team Lead
JustGo Technologies Ltd
12.2023 - 07.2025
- Led a 14+ member cross-functional team across support, success, and product integration projects, ensuring SLA compliance and client satisfaction.
- Defined project scope, deliverables, and milestones in collaboration with product and engineering teams.
- Reduced unresolved P1 incidents by 60% through structured escalation and risk management planning.
- Managed client relationships, acting as a key liaison between business stakeholders and technical teams.
- Delivered detailed project reports to management, ensuring transparency and alignment with company goals.
Customer Success Advisor (Project Coordination)
JustGo Technologies Ltd
01.2022 - 07.2025
- Coordinated onboarding projects for 30+ clients via HubSpot & Monday pipelines, cutting ramp-up time by 30%.
- Facilitated weekly consultations with stakeholders, maintaining 90% satisfaction rates.
- Collaborated with engineering to resolve technical issues and ensure project deliverables were met.
- Created documentation and knowledge base content to support project handovers and reduce dependencies.
Customer Service Executive (Remote)
JustGo Technologies Ltd
11.2021 - 12.2023
- Supported SaaS product rollouts by aligning Tier 1 operations with engineering project timelines.
- Improved resolution workflows by 25%, reducing blockers in development and QA pipelines.
- Acted as a communication bridge between clients and technical teams during transition projects.
Student Counselor
Study Xpress
12.2020 - 10.2021
- Guided 100+ students through course selection and visa processing, leading to 70+ successful placements.
- Delivered 1:1 consultations tailored to academic and career goals.
- Collaborated with foreign universities and supported documentation from application to approval.
Customer Service Associate
Coles Supermarket
06.2016 - 08.2019
- Maintained 99% accuracy in restocking and register handling during high-volume retail operations.
- Supported in-store customer interactions and resolved issues in real-time.
- Demonstrated multitasking and flexibility during night shifts and team rotations.
Cashier/Sales Customer Support Specialist
Domino's Pizza
10.2017 - 12.2018
- Processed 50+ orders per shift with speed and accuracy across phone and in-person channels.
- Delivered excellent customer service with a smile, even during peak hours.
- Handled transactions and balanced cash drawer with zero discrepancies.
Skills
- Project Management: Monday CRM, Hubspot, Salesforce, Outreachio
- Tools: Zendesk, Zoho Projects, Teamwork, ClickUp
- Software Development Lifecycle (SDLC)
- Stakeholder & Client Management
- Team Leadership & Mentorship
- Risk Management & Issue Resolution
- Technical: SQL, API Integrations (Basic), SaaS Platforms
- Documentation & Reporting
- Cross-Functional Collaboration (Engineering, QA, Product, Marketing)
Certification
- Atlassian Agile Project Management Professional Certificate
- Project Management Foundations
- Agile Foundations
Education
BA-ICT - Networking
Swinburne University of Technology
Hawthorn, Victoria, Australia10.2019
IELTS - English Language
British Council
5 Fuller Road, Dhaka 1000, Bangladesh12.2015
Higher Secondary School Certificate - Science
Dhaka Residential Model College
Mirpur Road, Dhaka 1207, Bangladesh10.2014
Languages
English: Full Professional
Advanced (C1)
Bengali: Native or Bilingual
Bilingual or Proficient (C2)
Timeline
Customer Support Team Lead
JustGo Technologies Ltd
12.2023 - 07.2025
Customer Success Advisor (Project Coordination)
JustGo Technologies Ltd
01.2022 - 07.2025
Customer Service Executive (Remote)
JustGo Technologies Ltd
11.2021 - 12.2023
Student Counselor
Study Xpress
12.2020 - 10.2021
Cashier/Sales Customer Support Specialist
Domino's Pizza
10.2017 - 12.2018
Customer Service Associate
Coles Supermarket
06.2016 - 08.2019
BA-ICT - Networking
Swinburne University of Technology
IELTS - English Language
British Council
Higher Secondary School Certificate - Science
Dhaka Residential Model College
Projects
- Membership Structure Implementation - Special Olympics Ireland, Paddle UK
- Qualification System Builder - Canadian Kendo Federation
- Course Authorization Module - Paddle Scotland
- Weblet Development Projects (Portals & Workflows) - British Rowing, Swim Wales, CPGA, British Gymnastics
- Upsell Item Relocation (Process Optimization) - British Rowing
Hobbies & Interests
Driving, Travelling, Learning Programming, Movies, Sports, Problem Solving