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Though I have learned a lot from being in the professional world, some of my skills have been built from research, observation and common sense. I know that to be truly successful in my career, I need to be able to work with people, find innovative solutions to professional problems and make contributions that really matter. I would be thrilled for any opportunity to keep building on my skill set. Let’s discuss what I can offer you. Get in touch today.

Skills

Analyze market to acquire 100% merchant, ensure 100% compliance while acquiring new merchant, handle financial disputes, aware merchants against fraudulent activities. Drive existing CRM lifestyle, new employee recruitment, classroom & hands on training provide to new employees, merchant complaint management etc.

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Create strategies to engage customers, add and retain customers, analyze customer behavioral patterns, lead the world class customer loyalty campaigns to accelerate revenue. Campaign design for new customer acquisition, give value to existing customers, active all inactive customers, add constantly value to loyal customers, segmented campaign based upon income, age, gender, education level for an example: Save 20% on online shopping, 15% Discount up to BDT 200, 10% cash back, spend and earn Points, Buy 1 Get 1, free home delivery + 10% discount for online shopping, use Promo code, 25% saving on first 2 purchase etc.

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  • City QR

  • Online Merchant On Boarding

  • Geo location based Call Card 

  • Operations Standards Library (OSL) 

  • Customer Manager Behavior Monitoring Tool

  • Standard Operating Policy (SOP)

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Save 20% on online shopping
15% Discount up to BDT 200
10% cash back
spend and earn Points
Buy 1 Get 1
free home delivery + 10% discount for online shopping
use Promo code
25% saving on first 2 purchase

Customer Loyalty Program & Value Management.png

  • Deploy SOP (Standard Operating Policy) for Merchant Business, Cards, The City Bank Limited

  • Develop behavioral pattern, attitude & mindset of Sales force to ensure sales and customer service both

  • Deploy Customer Experience Index

  • Deploy Digital On boarding in Merchant Business, Cards, The City Bank Limited (QR, City Touch)

  • Develop Know How Tool to ensure proper and updated knowledge of Sales force

  • Deploy audit mechanism, mystery shopping to ensure best customer experience

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  • Training Lifecycle: A method which indicated training roadmap as a program of competence development.
    Know How tool: This online tool was a mechanism to examine current knowledge of GPC/F employees all over the country and ensure proper and updated knowledge of Sales force through online.

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Use questioning and listening skills that support one-stop quality customer service to win the heart of customers, apply the elements of building positive rapport with different types of customers and build customer’s interest in the services and products offered by the company. Analyze, examine customers’ complaint, resolve on time, follow up of customer complaints and feedback to customers through verbal and written manners.

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  • Provide and ensure one-stop quality customer service to GP subscribers with positive customer service attitude. Confirm necessary feedback from the subscriber to avoid future inquires.

  • Analyze, and examine customers’ complaint, resolve on time follow up of customer complaints and feedback to customers both verbal and in written.

  • Ensure set standard of performance quality is maintained.

  • Assigned to work on complicated and confidential issues and special cases.

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  • Ensures operational efficiency in the channel through effective process and necessary guiding principles.

  • Responsible for executing all operational activities in the GPC ensuring maximum satisfaction by excellent operations management.

  • Coordinate both internal and external recruitment and facilitate induction training & arrange, facilitate assessment process for employees.

  • Pre-inauguration visit across the country before shop opening, readiness checking, pre opening guidance and rehearsal.

  • Manage both the planned and ad-hoc events for company E.g. PicShop for 350 GPC employees, Birthday Celebration of GPC etc.

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