MD ASIKUL ISLAM AZMAN

Key Projects:

• Conduct regular audits to ensure quality standards.
• Identify key findings and implement process improvements.
• Perform hygiene checks on various operational aspects.
• Prepare and coordinate refund requests with the accounts team.
• Participate in induction training for new employees.
• Conduct regular training sessions to enhance team skills.
• Publish daily knowledge boosters to reinforce learning.
• Organize and execute pop quizzes for continuous assessment.
• Maintaining a professional relationship between agents and QA
• Handling ad hoc tasks assigned by the Manager

Projects:

• Structured Selection Process for Internal Transfers – Designed a pre-selection procedure, training module, and post-training evaluation for internal agent transfers between channels.
• Refund Dashboard & Agent View – Developed a centralized system for tracking and managing refund processes.
• User Request Google Form & Execution Monitoring – Created and maintained a streamlined process for managing user requests.
• Driver Suspension Form & Monitoring – Implemented a structured approach for handling driver suspensions efficiently.
• User Request Form Dashboard & Agent View – Developed an interactive dashboard to track and manage user requests in real time.

• Managed a customer service team, providing guidance, coaching, and support to ensure high-quality service.
• Oversaw daily operations, including call volume management, customer inquiries, and complaint resolution.
• Coordinated with Operations and Marketing teams to identify areas for improvement and implement initiatives.
• Resolved escalated customer complaints, ensuring high customer satisfaction.
• Ensured daily call and ticket targets were met.
• Managed daily breaks, logins, and logouts of team members.
• Reviewed QA marks weekly.
• Scheduled and distributed work to enhance productivity and avoid scheduling conflicts.
• Managed deadlines and progress across the team to ensure timely project delivery.

Projects:

• Customer Feedback & Issue Tracking System – Designed a Google Form to collect feedback on customer suspension, unsuspension, promotional issues, and reverse tracking information. Compiled data into a dedicated database to analyze root causes and identify potential solutions.
• Quality Audit Tracking System – Developed a system to document and track audits identified as incorrect and rechecked by the quality team. This initiative ensures thorough discussions during operations meetings and facilitates process improvements.
• Task Adjustment Tracking Form – Created a Google Form for agents to log the timing and reasons for adjustments made while completing assigned tasks within their working hours, improving accountability and workflow monitoring.
• Receipt Documentation System – Implemented a Google Form for agents to record data on restaurants providing handwritten or missing money receipts, streamlining the documentation process and ensuring accurate tracking.
• Agent Knowledge Bank – Established a preconfigured Google Sites platform for live chat and social media teams, integrating essential service-related information. This resource enhances agent efficiency by enabling them to resolve customer inquiries independently and provide optimal service.

• Responding promptly and efficiently to customer inquiries via live chat, email, or phone
• Providing accurate and comprehensive information to customers about Pathao's services, policies, and procedures
• Resolving customer issues and complaints in a timely and effective manner, while ensuring customer satisfaction
• Collaborating with other teams, such as Operations and Marketing, to ensure a smooth and efficient customer experience
• Achieving and maintaining high customer satisfaction ratings e.g., 90% or higher through consistent and effective customer support
• Resolving complex customer issues and complaints, leading to positive customer feedback and retention
• Contributing to the development and implementation of new customer support processes and tools, resulting in increased efficiency and productivity
• Selected as Employee of the Month for 3 consecutive months resulting in a total of 5 times in the year
• Recognized as the best agent for floor support assigned by management
• Selected as a Shift in Charge afterwards due to outstanding performance and operational skills

• Responded promptly and efficiently to customer inquiries regarding safety concerns, using excellent communication skills and attention to detail to provide accurate and helpful information
• Collaborated closely with other members of the safety response team to identify potential hazards and develop effective strategies for mitigating risk and ensuring customer safety
• Proactively monitor customer feedback and complaints, identifying trends and patterns to inform future safety measures and customer support initiatives
• Maintained detailed records of safety-related incidents and customer interactions, ensuring compliance with all relevant policies and regulations
• Assisted in the development and implementation of safety training programs for customer support staff, ensuring that
• Maintained the Highest KPI every Month
• Selected as a Star Performer for the Quarter of 2019
• Trained new joiners and assisted with their tasks