Cricket, Traveling
MEHEDI JOARDER
Customer Experience Manager
Mirpur, Dhaka
Summary
Successful Customer Experience with 14 years of experience addressing customer requests and concerns. Expert at providing relevant information and options to successfully resolve issues. Upbeat and energetic handling difficult situations through resourcefulness and adaptability. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
15
15
years of professional experience
19
19
years of post-secondary education
2
2
Languages
Work History
Assistant Manager of Customer Service
UCB Fintech Company ltd, upay
Dhaka
10.2020 - Current
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Created and enhanced call sequencing flows and scripts to enhance team performance.
- Built partnerships with diverse internal teams and sales, finance, and operations departments to streamline processes.
- Responded to customer calls and emails to answer questions about products and services.
- Created customer support strategies to increase customer retention.
- Reviewed overdue tickets and followed-up with customer support personnel to resolve root cause of delay.
Executive Officer of Customer Service
United Commercial Bank PLC
dhaka
03.2014 - 09.2020
- Proven ability to develop and implement creative solutions to complex problems.
- Gained strong leadership skills by managing projects from start to finish.
- Participated in team projects, demonstrating an ability to work collaboratively and effectively.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
Quality Analyst, Trainer of Call Center
Digicon Technology ltd
Dhaka
01.2013 - 03.2014
- Developed and maintained quality assurance procedure documentation.
- Collaborated with management to provide training on improved processes and assisted with creation and maintenance of quality training.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Developed training materials, SOPs and work instructions to supplement new team member onboarding.
- Addressed non-conformance issues, pausing production to correct errors.
- Analyzed quality and performance data to support operational decision-making.
Call Center Agent
Digicon Technology ltd
Dhaka
08.2011 - 12.2012
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Responded to customer calls and emails to answer questions about products and services.
- Verified accurate responses to questions and inquiries by maintaining advanced product knowledge.
- Addressed customer account discrepancies and concerns.
- Maintained and encouraged customer loyalty through courteous and efficient resolution of disputes, complaints and discrepancies.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
Call Center Agent
Airtel Bangladesh ltd(previous WARID TELECOM)
Dhaka
03.2008 - 09.2011
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Responded to customer calls and emails to answer questions about products and services.
Education
MBA - Human Resources
Atish Dipankar University of Science & Technology
Dhaka, Bangladesh 01.2011 - 12.2012
Bachelor of Science - Computer Science & Engineering
Atish Dipankar University of Science & Technology
Dhaka, Bangladesh 01.2002 - 02.2008
Higher School Certification - Science Education
Dhaka City College
Dhaka,Bangladesh 01.2000 - 01.2001
Secondary School Certification - Science
Motijheel Ideal School And College
Dhaka,Bangladesh 01.1989 - 03.1999
Skills
Inter-department collaboration
undefinedInterests
Timeline
Assistant Manager of Customer Service
UCB Fintech Company ltd, upay
10.2020 - Current
Executive Officer of Customer Service
United Commercial Bank PLC
03.2014 - 09.2020
Quality Analyst, Trainer of Call Center
Digicon Technology ltd
01.2013 - 03.2014
Call Center Agent
Digicon Technology ltd
08.2011 - 12.2012
MBA - Human Resources
Atish Dipankar University of Science & Technology
01.2011 - 12.2012
Call Center Agent
Airtel Bangladesh ltd(previous WARID TELECOM)
03.2008 - 09.2011
Bachelor of Science - Computer Science & Engineering
Atish Dipankar University of Science & Technology
01.2002 - 02.2008
Higher School Certification - Science Education
Dhaka City College
01.2000 - 01.2001
Secondary School Certification - Science
Motijheel Ideal School And College
01.1989 - 03.1999
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