Md. Fozle Khoda
Chittagong
Summary
Skilled Operations Manager, talented at improving team performance through innovative management techniques. Offers thoughtful, comprehensive, and constructive feedback to staff members to promote productivity and company loyalty. Trustworthy employee with over five years of practical experience and a dedicated work ethic. Self-motivated to consistently provide first-class results, in line with stringent targets and deadlines.
Overview
9
9
years of professional experience
Work History
Senior Executive
Genex Infosys PLC
Chittagong, Bangladesh
01.2023 - Current
- Facilitated communication between different departments resulting in improved collaboration among teams.
- Developed and implemented strategic plans to achieve company objectives.
- Organized team activities to build camaraderie and foster pleasant workplace culture.
- Evaluated individual and team business performance and identified opportunities for improvement.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Delegated work to staff, setting priorities and goals.
- Conducted regular one-on-one meetings with team members to discuss performance goals and objectives.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
- Analyzed business performance data and forecasted business results for upper management.
- Assigned work and monitored performance of project personnel.
- Interviewed prospective employees and provided input to HR on hiring decisions.
- Reviewed individual employee files regularly to ensure accuracy of documentation.
- Collaborated with other departments such as IT or HR when needed.
- Resolved escalated customer issues in a timely manner, utilizing problem solving skills to provide solutions that satisfied customers' needs.
- Maintained records of all calls received, including detailed notes regarding customer inquiries and complaints.
- Analyzed daily, weekly, monthly reports to identify trends in customer inquiries or complaints.
- Managed team of more than 10 customer service representatives, providing guidance and coaching to ensure quality standards were met.
Executive
Genex Infosys PLC
Chittagong
10.2021 - 01.2023
- Analyzed customer feedback data to identify areas of improvement within the department.
- Maintained accurate records of all conversations with customers.
- Conducted regular quality assurance checks on agent calls.
- Provided technical support for both internal staff and external customers.
- Identified opportunities for improvement in customer service processes.
Sales Executive
Genex Infosys PLC
Chittagong, Bangladesh
02.2021 - 08.2021
- Implemented processes for cross-selling products or services based on customer needs.
- Handled escalated customer service issues professionally and efficiently.
- Followed up with customers after purchase or service delivery to ensure satisfaction levels were met.
- Followed up on sales leads through outbound calling.
- Provided product recommendations based on customer needs.
- Made outbound sales calls to potential customers to promote products and services.
- Documented sales call data in company software.
Customer Service Officer
Genex Infosys PLC
Chittagong
02.2016 - 01.2019
- Answered incoming calls from customers and provided assistance with product inquiries, billing questions, and other customer service related issues.
- Resolved customer complaints quickly and efficiently.
- Followed standard processes and procedures for proper escalation of unresolved issues to appropriate internal teams.
- Utilized knowledge base to answer inquiries from customers quickly and effectively.
- Adhered strictly to all applicable laws and regulations pertaining to customer privacy rights.
- Participated in daily huddles with team members in order to discuss common goals and objectives.
- Resolved customer complaints in a timely manner to ensure customer satisfaction.
- Maintained strong call control and quickly worked through scripts to address problems.
- Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
Education
MBA - Marketing Management
Azteca University
Mexico01-2025
BBA - Human Resources Management
Azteca University
Mexico05-2023
Higher Secondary Certificate - Business Studies
Chittagong Cantonment Public College
Chittagong01-2011
Secondary School Certificate - Business Studies
Bayezid Line High School
Chittagong01-2009
Skills
- Customer service
- Data analysis
- Team building
- Problem solving
- Performance evaluation
- Communication skills
- Teamwork and collaboration
- Performance improvement
- Quality assurance
- Problem-solving abilities
- Operations management
- Corporate communications
- Mail handling
- Multitasking
- Team leadership
- Performance tracking and evaluation
- Good judgment
- Employee motivation
- Reporting skills
- Client service
- Typing speed
Affiliations
- Gaming
- Watching movies
- Mobile photography
Accomplishments
- Best employee of the month (2018, Robi)
- Best team leader of the month (more than 20 times, Airtel)
- Best team leader (Quarter 1, 2023)
- Best team leader (Quarter 1, 2, and 4 - 2024)
- Best team leader (Quarter 1, 2025)
Languages
Bengali
First Language
English
Intermediate (B1)
B1
Hindi
Beginner (A1)
A1
Biographic Information
Father’s name: Md. Jamal Uddin
Mother’s Name: Amena Begum
Date of Birth: 5th December 1993
Marital Status: Unmarried
Height: 5 feet 11 inch
Religion: Islam
Blood Group : B+
Nationality : Bangladeshi
Present Address: Holding no. 2154, Dreamland R/A, Bayezid Bostami, Chittagong.
Permanent Address: Holding no. 2154, Dreamland R/A, Bayezid Bostami,
Chittagong.
Timeline
Senior Executive
Genex Infosys PLC
01.2023 - Current
Executive
Genex Infosys PLC
10.2021 - 01.2023
Sales Executive
Genex Infosys PLC
02.2021 - 08.2021
Customer Service Officer
Genex Infosys PLC
02.2016 - 01.2019
MBA - Marketing Management
Azteca University
BBA - Human Resources Management
Azteca University
Higher Secondary Certificate - Business Studies
Chittagong Cantonment Public College
Secondary School Certificate - Business Studies
Bayezid Line High School
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