Md Fazle Rabby

Achievements:

• As part of CTG stealth retail strategy we have built power-load as an upselling tool. Now our 99% retailers are selling through power-load.
• Total 38% STS is coming from power-load channel which is the highest among all circle.
• Launched futuristic model of retail commission where we are giving incremental commission for upsell.

Responsibilities:

• Voice and Data product Portfolio Management
• Responsible for revenue and subscriber acquisition
• Ensuring healthy APPM and APPMB
• Working with Network team for capacity projection and management
• Mapping Competition and market information
• Managing Acquisition Product Portfolio
• Launching PL Product in coordination with Sales & Distribution and market communications
• Trigger and PL Commission management
• Responsible for communication Plan of product (GTM)

Achievement:

• 86% year on year data revenue growth 2016 over 2015.
• 57% year on year data subscriber growth.
• 85 % internet product complaint reduced year on year.
  

Responsibilities:

• Planning and designing internet products and campaigns
• Analysis and forecasting of data subscriber and volume trends
• Ensure proper execution of GTM plan
• Managing market communication plans
• Ensure best possible Customer Experience
• Maintain Product Life Cycle for Data products (3G, WiMAX, WiFi)
• Monitor product and market performance and initiate mitigation plans if necessary
• Profit and loss responsibilities of GP mobile internet services

• Evaluated interactions between associates and customers to assess personnel performance and customer satisfaction.
• Generate reports on SQI and other set parameters and acquaints with observations and suggested remedies
• Organize & perform calibration sessions
• Implement and develop changes of NICE evaluation form aligning with process, system and other changes
• Arrange and carry out feedback session to the concerned end.
• Analyze call trends & agent performance & implement measures accordingly

• Capture customer insights and escalate critical issues / complaints and provide timely feedback.
• Played role as a team captain.
• Serve customers with helping attitude and thus play a significant role in customer satisfaction, retention, and acquisition. In this way enhance Grameenphone's brand image.