Mizanur Rahman
Senior Executive
Dhaka
Summary
Strategic leader with proven track record in driving organizational success and fostering team collaboration. Adept at developing and implementing high-impact strategies, ensuring operational excellence, and adapting to dynamic business environments. Strong communicator with expertise in project management, financial oversight, and stakeholder engagement, consistently delivering measurable results.
Overview
6
6
years of professional experience
2
2
Languages
Work History
Executive (Operations)
Genex Infosys Limited
08.2023 - Current
- Lead and manage BPO operations, ensuring efficiency and high-quality service delivery.
- Oversee content moderation processes for the TEMU project, ensuring adherence to quality standards.
- Build and maintain strong client relationships, addressing concerns and improving satisfaction.
- Develop strategies to optimize operational processes and enhance team performance.
- Monitor KPIs to ensure compliance and performance excellence.
- Conduct training sessions for continuous team development.
- Analyze operational data to enhance service efficiency.
Executive (Quality Assurance)
Genex Infosys Limited
05.2023 - 08.2023
- Conduct training sessions for continuous team development.
- Design training modules tailored to process updates, customer service standards, and compliance.
- Develop and implement training programs to enhance employee skills and service quality.
- Keep training materials updated with the latest industry trends and company policies.
- Evaluate employee performance post-training and recommend further learning opportunities.
Customer Service Officer (CSO & SME-IRU)
Genex Infosys Limited
02.2021 - 04.2023
- Provided expert customer support, resolving SIM card and telecom-related issues.
- Implemented customer retention strategies, reducing churn rates.
- Analyzed customer feedback to drive continuous service improvements.
- Ensured adherence to telecom regulations and company standards.
- Conducted regular training to enhance customer service skills.
Customer Service Associate (CSA-Inbound)
Genex Infosys Limited
10.2020 - 01.2023
- Delivered high-quality customer assistance, resolving inquiries efficiently.
- Maintained professionalism in high-volume service environments.
- Contributed insights for improving customer service processes.
- Assisted in the implementation of new service protocols.
Assistant Teacher
Nilachol School and College
01.2020 - 09.2020
- Assisted in classroom management, student engagement, and lesson delivery.
- Maintained discipline and supported student development.
- Collaborated with lead teachers for effective curriculum execution.
- Developed instructional materials to enhance student learning.
Education
B. A. - English
Dhaka International University
Higher Secondary Certificate (HSC) - Science
Tulshighat Shamsul Haque College
01.2018
Secondary School Certificate (SSC) - Science
Taluk Jamira B-L High School
01.2015
Skills
Data analytics & reporting tools
CRM & ticketing systems
Call Center Dialer Systems
MS Office
Performance Metrics Analysis
Email & Chat Platforms
Project Management Tools
Audit & Risk Management
Basic IT Support & Ticket Escalation
Google Sheets
Teamwork
Leadership
References
- Asif, Iqbal, Assistant Manager, Department of Operations Genex Infosys LTD., iqbal.asif@genexinfosys.com, +8801842720229, Genex Infosys LTD.
- Abdallah, Shaadh Rahman, Manager, Department of Operations Genex Infosys LTD., shaadh.rahman@genexinfosys.com, +8801996969696, Genex Infosys LTD.
AWARD
Best Customer Service (RNR) | IRU | 2021, 2022, Genex Infosys Limited | Banglalink
Timeline
Executive (Operations)
Genex Infosys Limited
08.2023 - Current
Executive (Quality Assurance)
Genex Infosys Limited
05.2023 - 08.2023
Customer Service Officer (CSO & SME-IRU)
Genex Infosys Limited
02.2021 - 04.2023
Customer Service Associate (CSA-Inbound)
Genex Infosys Limited
10.2020 - 01.2023
Assistant Teacher
Nilachol School and College
01.2020 - 09.2020
Higher Secondary Certificate (HSC) - Science
Tulshighat Shamsul Haque College
Secondary School Certificate (SSC) - Science
Taluk Jamira B-L High School
B. A. - English
Dhaka International University