Audita Rahman Ditu
Richardson
Summary
Dynamic Team Leader with extensive experience at SRG Asia Pacific Sdn Bhd, skilled in call quality control and effective team management. Proven track record in enhancing performance through targeted coaching and development plans, fostering cross-cultural communication, and driving operational excellence. Adept at analyzing customer insights to optimize service delivery.
Overview
12
12
years of professional experience
Work History
Team Leader, Call Center Operation
SRG Asia Pacific Sdn Bhd
Kuala Lumpur
10.2016 - 10.2017
- Staff Supervision
- Provide clarifications and guidelines to enhance CSPs understanding and competence relative to client-specific information and handling different customer transactions
- Conduct performance evaluation of direct reports
- Create effective performance improvement and professional development plans for the team
- Address CSP needs and concerns, performance and motivation issues and conflicts
- Monitor, coach, and counsel CSPs in an ongoing development process
- Discipline direct report as needed
- Team Management
- Identify coaching needs and deliver coaching sessions
- Brief and train staff on products
- Call Monitoring and feedback via call recording, remote or SBS
- Prepare and deliver team daily, weekly scorecard performance report
- Meet with and review results on a weekly basis
- Creating and publish reports detailing all aspects of team performance (Scorecard)
- Participate in the recruitment and interviewing process
- Carry out one to one review
- Carry out Individual Appraisals
- Carry out review and disciplinary meeting
- Build Strong morale in the team and facilitate their acceptance to organizational changes
- Miscellaneous
- Serves as back-up point of escalation when Subject Matter Experts are not available
- Assume the responsibility and accountability for the team in the absence of the site Director
- Perform other duties as assigned
Customer Service Executive
Vads Business Process Sdn Bhd
Kuala Lumpur
03.2014 - 12.2015
- To handle incoming call inquiries, problems or complaints from customers relating to a range of specified client products or services, with the objective of resolving the customers issue as Quickly as possible
- Using appropriate listening skills, Questioning skills and empathy skills to gather the relevant information relating to the customer’s concern
- Cross sale of Celcom Product and Service as per business direction and targeted GPI
- To meet company expectations (KPI) on monthly basis and attain excellence with a standard quality throughout the year
Sales - Mobile Device Division
Grameenphones
Dhaka
03.2008 - 12.2008
- Design and implement effective training plan on Mobile Devices
- Organize and prepare materials for training sessions on Mobile Devices with various stakeholders of Sales Division
- Develop and document test plans for all types of mobile devices
- Monitor and measure service performance for Mobile Devices that are being tested
- Participation on User Acceptance Test of mobile devices and have a SFOT analysis on the results
- Operational support toward internal stakeholders
Customer Manager, TCE_Technology for customer Experience
Grameenphone
Dhaka
04.2007 - 03.2008
- Participate in service design of any technology intensive VAS Promotion at launching phase and give support to operational units at post launching phase
- Analyzing customer insights and also DFH data relating to Technical) IT and generate alarm while any fault is occur
- Training to operational units for any new VAS promotional service introduced by GP
- Process Development for VAS problem rectification using backend data
- Forking as an interface towards IT, Technical & RACE to escalate problems for rectification
- Management of system user access (i.e, defining software access privileges) according to compliance with SOA 404
- First level of escalation point for BlackBerry related any complain resolution
Customer Manager, Contact Center
Grameenphones Ltd
Dhaka
01.2006 - 04.2007
- Ensure optimum Customer Service for end-customers
- Arrange training & organizing of all regular event mgt programs
- Look after the Workforce mgt system regarding salary & other allowances
- Respond to Customer queries & complaints and reflect on the insights using appropriate communication methods & tools
- Utilizing all possibilities of promoting and selling company product and services to end user through inbound calls
Education
MS - Information Technology
University of Cumberlands
USA05-2025
B.SC - Computer Science and Engineering
RUET
Rajshahi06.2005
Skills
- Call quality control
- Analytical and Problem-Solving skills
- Effective Team Leader
- Cross-cultural communication
- Market Research
- Event Management
- Account Management
- Project Management
- Audit reporting
Hobbies and Interests
- Painting
- Art & Craft
- Travelling
Awards
- Best Employee of the Month, Kuala Lumpur, 01/01/15, This award is given by top Management of my organization for overall performance and 360 observations on every month.
- Healthy Employee Award, Kuala Lumpur, 01/01/15, This award is given once in a year to the healthiest employees with a record of zero lateness, zero absence and by maintaining a perfect KPI.
Languages
- English
- Bengali
- Hindi
- Malay
Timeline
Team Leader, Call Center Operation
SRG Asia Pacific Sdn Bhd
10.2016 - 10.2017
Customer Service Executive
Vads Business Process Sdn Bhd
03.2014 - 12.2015
Sales - Mobile Device Division
Grameenphones
03.2008 - 12.2008
Customer Manager, TCE_Technology for customer Experience
Grameenphone
04.2007 - 03.2008
Customer Manager, Contact Center
Grameenphones Ltd
01.2006 - 04.2007
MS - Information Technology
University of Cumberlands
B.SC - Computer Science and Engineering
RUET
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