Ahmed Fazlay Kabir

[email protected] • 01918870000 • Dhaka Bangladesh

LinkedIn: https://www.linkedin.com/in/afkabir/

PROFESSIONAL SUMMARY

Dynamic customer service leader with a proven track record of driving operational excellence and enhancing customer experiences across diverse sectors. Successfully implemented strategic initiatives that increased customer satisfaction by 25% and improved team performance through targeted training programs, resulting in a 30% reduction in response times. Adept at leveraging data analysis and process optimization to foster loyalty and streamline operations, ensuring a high-performing customer service environment.

WORK EXPERIENCE

Senior Manager, Customer Service Operation

01/2025 - Present

Guardian Life Insurance Limited , Dhaka, Bangladesh

• Oversaw customer service operations, managing complaint management, sales lead, and welcome teams to strengthen customer relationships

• Managed operations across all channels, including IVR, complaint management, premium collections, and call center activities

• Led initiatives that effectively increased customer engagement and retention rates

• Drove sales growth by implementing positive changes aligned with strategic objectives and financial goals

• Formulated process improvement strategies through collaboration with department heads and management teams

• Developed training programs for new staff to enhance service quality and operational efficiency

• Developed training programs for new staff to improve service quality and efficiency

• Renewed team culture by organizing activities and promoting engagement among team members

Manager, Customer Service Operation

08/2023 - 12/2024

Guardian Life Insurance Limited , Dhaka, Bangladesh

• Led team to resolve complaints promptly, enhancing customer satisfaction and loyalty

• Analyzed customer feedback trends to enhance service processes, boosting satisfaction and SLA compliance

• Collaborated with cross-functional teams to resolve escalated issues efficiently

• Managed welcome team to facilitate onboarding and educate new customers on services, improving initial customer experience

• Managed lead conversion workflows and onboarding processes for smooth marketing-to-operations transitions

• Developed reports and dashboards to monitor team performance and gauge customer sentiment, driving informed decision-making

• Monitored agent performance and customer interaction quality using KPIs

• Conducted regular training sessions and performance reviews to elevate team capabilities

Assistant Manager, Operation

02/2022 - 08/2023

GENEX Infosys PLC , Dhaka, Bangladesh

• Managed content moderation operations for multichannel social media platforms with over 300 staff members

• Oversaw project management, ensuring smooth operations through task assignments and daily summaries

• Coordinated project processes with relevant departments to ensure seamless execution

• Enforced governance of team leads, addressing questions and maintaining accountability

• Monitored daily business and quality assurance data, implementing solutions based on results

• Renewed team culture, promoting organization and engagement among team members

• Maintained open communication with clients to address needs and align expectations

Assistant Manager, QC

08/2021 - 01/2022

Alesha Mart Limited , Dhaka, Bangladesh

• Directed QA strategy, aligning with best practices and principles to enhance overall quality assurance framework

• Monitored QA activities, test results, and root cause analysis to identify improvement areas

• Prepared and analyzed internal and external quality reports, overseeing staff reviews

• Managed training initiatives for QA staff through regular meetups to enhance skills

• Communicated with stakeholders to facilitate understanding and implementation of QA vision across departments

• Motivated team members by recognizing talent and fostering individual growth

• Compiled and tracked performance data through quality monitoring systems, providing insights for team and individual development

Customer Center Manager

04/2019 - 07/2021

Mobicare Technologies Ltd. (Symphony Mobile) , Gazipur, Bangladesh

• Led service teams at Gazipur and Maona centers, focusing on customer satisfaction and quality services

• Managed segment-wise customer complaints through structured processes, achieving effective resolution and enhancing customer satisfaction

• Visited corporate offices and retailers to strengthen relationships, contributing to business development and client retention

• Conducted staff meetings, individual appraisals, and training to enhance team development

• Developed and implemented global standard service processes and documentation protocols

• Analyzed customer requirements and proposed service level agreements, aligning service offerings with market needs

• Handled urgent incidents, requests, and problems to ensure prompt resolution

• Oversaw external third-party vendors and negotiated contracts to optimize service delivery

Customer Center Manager

08/2013 - 03/2019

Edison Group , Sirajgonj/Tangail/Jamalpur/Pabna, Bangladesh

• Ensured customer satisfaction by delivering reliable service through efficient support and problem resolution

• Collaborated with team members to elevate customer experience and meet service objectives

• Coordinated center functions to streamline communication between regions and head office

• Supervised employees to disseminate essential information, improving understanding and compliance

• Conducted targeted training sessions to boost team performance and service delivery

• Provided logistic and administrative support to enhance overall center operations

• Compiled daily reports on productivity, bounce rates, and faulty returns to inform data-driven decisions

• Strengthened partnerships with dealers and retailers to support sales growth

Customer Service Executive

05/2011 - 08/2013

BRAC Bank PLC , Dhaka, Bangladesh

• Achieved cross-selling targets for deposit and loan products through proactive engagement

• Managed escalation processes to resolve urgent customer concerns promptly, enhancing customer satisfaction

• Maintained individual KPI above 95% while coordinating team follow-ups effectively

• Ensured quality customer service 24/7 by adhering to structured call protocols during roster duty

• Facilitated seamless banking experiences by providing diverse services over phone

• Provided comprehensive banking services over the phone, effectively addressing diverse customer needs

Customer Care Agent

12/2009 - 05/2011

Rahimafrooz , Dhaka, Bangladesh

• Resolved customer complaints by providing effective solutions

• Delivered quality customer service by ensuring proper call structure for effective communication

• Addressed customer inquiries about products, services, and company information to enhance customer understanding

• Collaborated with customers, management, and sales teams to identify needs and propose tailored solutions

• Solved complex problems and provided timely feedback to customers

• Escalated critical issues to relevant departments for swift resolution

• Compiled customer feedback and recommended service delivery enhancements to management

• Maintained current knowledge of product and service updates

Assistant Officer

02/2009 - 12/2009

Trust Bank PLC , Dhaka, Bangladesh

• Handled 24/7 call center operations to maintain uninterrupted customer support

• Assisted customers with debit and credit card inquiries, enhancing their experience

• Analyzed customer complaints related to cards and bank accounts for effective resolution

• Analyzed customer dissatisfaction and recommended targeted solutions to improve service

EDUCATION

BBA Finance, Economics

08/2008

East West University Dhaka , Dhaka GPA: 3.06 CGPA

HSC Science

01/2003

Jessore City College Jessore, Bangladesh , Jessore, Bangladesh GPA: 3.50/5.00

SSC Science

01/2000

Jessore Zilla School Jessore, Bangladesh , Jessore, Bangladesh GPA: First Division with 81% marks

SKILLS

Technical Skills: Data Analysis, Process Improvement, Cost-Effectiveness Analysis, Performance Monitoring

Soft Skills: Leadership, Communication, Problem Solving, Conflict Resolution, Analytical Thinking

Tools: Excel, Project Management Software, Presentation Tools, Data Visualization Tools

Other: Strategic Planning, Creative Thinking, Interpersonal Communication, Industry Knowledge

CERTIFICATIONS

Leadership Excellence

11/2015

Mind Mapper Bangladesh

Journey to the New Height

05/2016

Mind Mapper Bangladesh

Professional Grooming and Business Etiquette

06/2014

Prothom Alo Jobs

Microsoft Excel

05/2014

Edison Group

Diploma in Computer Science & Technology

05/2000

NOTRAMS