Md. Jannatul Nayeem
Dhaka
Summary
Customer Experience and Operations Leader with 20+ years' experience driving CX transformation, call center excellence, service operations, and digital process optimization across telecom, healthcare, broadband, and e-commerce. Proven record in NPS turnaround (-7 → +68), 30% churn reduction, and managing $642M service portfolios. Experienced in vendor management, order-to-cash (O2C) workflows, distribution planning, and workforce optimization. Skilled at leading large teams, and aligning customer service with operational efficiency to deliver business growth.
Overview
20
20
years of professional experience
Work History
Head of CRM, Business Development
Fiber@Home Ltd
01.2024 - Current
- Took charge of the nationwide customer experience plan, including churn control, focusing on smooth operations and quick resolutions.
- Implemented COPC standards and data-driven workflows, reducing operational errors and improving customer experience.
- Created training sessions that lifted team productivity and improved CSAT scores through better resource planning.
- Collaborated with internal stakeholders to integrate CRM systems, driving scalable process optimization.
Director
ComonSpace Limited
08.2022 - 01.2024
- Helped guide startups in rolling out six new products, landing market leadership for one by smartly bringing in talent and aligning operations.
- Simplified hybrid workflows, trimming down inefficiencies to keep things moving faster.
- Coached CEOs on building processes that scale, which bumped up client satisfaction by 15%.
- Set up systems for ongoing learning, helping with internal moves and growing leaders from within.
Head of Customer Experience, Head of B2B
Shopfront Ltd (Shopup, RedX, Mokam, Unicorn)
06.2020 - 08.2022
- Drove 130% revenue growth and 50% faster onboarding by optimizing CX and operational workflows.
- Implemented feedback loops (VOC), reducing customer complaints by 25%. Built an onboarding process that's easy to scale, slashing time-to-market.
- Worked across teams internationally to raise NPS and CSAT, fostering stronger collaborations.
- Coordinated with cross-border teams (Bangladesh & India) to align CX and operational efficiency.
Chief Operations Officer
E-valy.com Limited
03.2019 - 10.2019
- Revamped corporate strategies, boosting employee engagement through change management and team empowerment.
- Negotiated supplier partnerships, reducing procurement costs with strong vendor management and cost-to-serve focus.
- Aligned headcount with revenue goals through workforce planning, enhancing operational efficiency and resilience.
- Oversaw e-commerce operations and vendor partnerships, strengthening service delivery.
Head of Customer Experience, Head of HR
Telenor Health (Digital Healthcare)
06.2016 - 10.2018
- Delivered a major NPS turnaround (-7 → +68) by redesigning CX strategy and service operations.
- Increased employee retention by 20% by inspiring and developing talent across diverse teams.
- Launched IP Contact Center (IPCC), improving support operations through real-time data insights.
- Designed service flows integrating customer support with healthcare operations.
Business Analyst, Specialist
Grameenphone Limited
09.2005 - 05.2017
- Managed $642M revenue stream, developing acquisition strategies that reduced churn by over 30% and boosted mobile data revenue.
- Launched new digital products & cross-platform services.
- Led data-driven growth initiatives, introducing churn prediction models.
- Collaborated with tech teams to launch digital products, enhancing customer engagement and brand awareness.
- Note: Telenor Health role was concurrent via Grameenphone subsidiary from June 2016 - October 2017
Education
Bachelor of Business Administration - HRM, Media & Communications
Independent University
01.2010
Skills
- Telemedicine
- Customer experience
- Service design
- 24/7 operations
- Churn reduction
- COPC standards
- Workflow optimization
- Digital transformation
- Dashboards
- Acquisition
- Onboarding
- Retention
- Workforce planning
- SLA enforcement
- Supplier negotiations
- Client profitability
- Data analysis
- Interpretation
- Reporting
- Visualization
- KPI-driven decision-making
Websites
Personal Information
Hobbies: Life Member, Bangladesh Photographic Society: Contribute to photography initiatives, fostering creativity (applicable to UX design)., Guitarist, Top 18th Band, D-Rockstar: Demonstrated artistic talent and teamwork in a competitive music platform.
Key Training Certifications
- Diploma in Operations Management
- Diploma in Management Skills for Business Professionals
- Diploma in Learning and Development
- Diploma in Customer Service
- Management Leadership
- Advanced Sales Technique
- Lean Six Sigma Yellow Belt
- Customer Experience Design
- Master the Art of Interactions and Impacts in User Experience Design
- Mastering Advanced Scrum - A Scrum Master Training Course
- The Complete Guide to UI/UX Wireframing
- Advanced Business Intelligence and Analytics
- Lean Six Sigma Yellow Belt
- User Experience Design
- Lean Methodology
Timeline
Head of CRM, Business Development
Fiber@Home Ltd
01.2024 - Current
Director
ComonSpace Limited
08.2022 - 01.2024
Head of Customer Experience, Head of B2B
Shopfront Ltd (Shopup, RedX, Mokam, Unicorn)
06.2020 - 08.2022
Chief Operations Officer
E-valy.com Limited
03.2019 - 10.2019
Head of Customer Experience, Head of HR
Telenor Health (Digital Healthcare)
06.2016 - 10.2018
Business Analyst, Specialist
Grameenphone Limited
09.2005 - 05.2017
Bachelor of Business Administration - HRM, Media & Communications
Independent University
Certification
- Diploma in Operations Management
- Diploma in Management Skills for Business Professionals
- Diploma in Learning and Development
- Diploma in Customer Service
- Lean Six Sigma Yellow Belt
- User Experience Design
- Customer Experience Design
- Lean Methodology
- Management Leadership
Languages
English
Bilingual or Proficient (C2)
Bengali
Bilingual or Proficient (C2)
Hindi
Intermediate (B1)
Urdu
Intermediate (B1)
Arabic
Elementary (A2)
Affiliations
- Bangladesh Photographic Society – BPS