Customer support, team lead, quality, sales operations and now product, at Genex, Sheba Platform and Shikho. Every role taught me where the time goes on a busy floor.
My work in one minute
From answering support calls to building the CRM 300+ agents use.
Own the CRM & internal tooling roadmap end-to-end, turning revenue-operations needs into shipped features for 300+ daily users.
Own the roadmap for internal CRM, covering requirements, specifications, sprint planning, stakeholder alignment, and implementation follow-up.
Shipped CRM features including in-house inbound/outbound/autodial calling system, AI filtering system, Pay by Link, guided post-call wrap-up, templated WhatsApp messaging, live agent status tracking & realtime dashboard.
Led Sales Desk, one sales window inside the CRM that replaced the 4–5 Google Sheets, Docs and PDFs agents kept open during calls, with channel-based pricing and coupons, teachers, scripts, FAQs, product sheets, training, and one-click payment links from the chosen coupon.
Led Pay Bill in CRM, a bKash bill-payment flow that uses the student's phone number to link every off-platform payment (including cash at any bKash shop) to the right student and order, ending manual payment matching and reducing fraud risk.
Created sales confirmation forms, API-driven lead distribution, and automated email workflows used by large daily teams, improving CRM execution and reducing manual handoffs.
Work with engineering, CX, QA and sales operations teams to deliver features that improve revenue workflows, follow-up discipline, agent productivity, and management visibility for 300+ daily CRM users.
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Continue to manage reporting automation, lead scoring pipelines, and operational data workflows alongside product responsibilities.
Data analysis and coordination with the marketing team in order to increase customer engagement and sales graph improvement.
Work closely with Marketing Department to execute the campaign and the query management.
Address customer complaints on social media and escalate to the responsible or arrange solutions where complaints are found.
Create the bridge of smooth communication between the Service Operation and front liners to create a flawless customer experience.
Prioritize and make risk/impact assessments within existing processes and procedures toward achieving SLAs.
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Smoothening order journey, ensuring 100% follow up on orders to ensure all orders are being served on time.
Collaborating with production, marketing, and sales teams to enhance customer services and brand awareness.
Conducting training of team members to maximize their potential.
Empower team members with skills to improve their confidence, product knowledge, and communication skills.
Conducting quarterly performance reviews.
Contributing to the growth of the company through a successful team.
Social Media query management. Ensuring 100% query response within standard SLA from various social media (Facebook, Instagram, Whatsapp, Telegram, LinkedIn, Google Play Console, Google Business).
Develop a strategy the team will use to reach its goal.
Listen to team members' feedback.
Monitor team members' participation to ensure the training they are being provided is being put into use.
Create reports to update the company on the team's progress.
