Experience

Technical Product Owner, CRM & Internal Tools

Shikho

Sep 2025 — Present
10 mos

"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.
• —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.
• —Continue to manage reporting automation, lead scoring pipelines, and operational data workflows alongside product responsibilities.

Senior Executive, Business Intelligence, Telesales Operation

Shikho

Jul 2023 — Sep 2025
2 yrs 3 mos

"Act like a bridge between data and action, using intelligence to optimize telesales effectiveness and drive revenue growth."

• —Design and implement end-to-end automation workflows using Google Sheets and Google Apps Script to reduce manual effort across telesales operations.
• —Automate recurring operational tasks such as data syncing between sheets, scheduled reporting, and performance summaries.
• —Create and manage automated email and notification systems to support lead follow-ups, internal alerts.
• —Develop a lead scoring system to prioritize and categorize leads based on their potential for conversion.
• —Collaborate with marketing to ensure a seamless transition of marketing-qualified leads to the telesales team.
• —Continuously monitor and analyze the performance of lead distribution strategies, making data-driven adjustments as needed.

Executive Training-Quality & Sales Operations Analyst

Shikho

Nov 2022 — Jul 2023
8 mos

• —Provide daily/monthly/quarterly reporting to management.
• —Listen in on incoming calls to ensure excellent customer service and effective product presentation.
• —Train new hires on the importance of following scripts and on best practices during a call.
• —Monitor operators' product knowledge, ability to handle objections and call closure.
• —Preparing interactive training contents on a regular basis.
• —Track performance of individual scripts and operators.

Lead - Digital Query Management

Sheba Platform Ltd.

Dec 2021 — Nov 2022
11 mos

• —Managing the day-to-day activities of the team.
• —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.

Operations Team Lead

Genex Infosys Limited · Grameenphone, foodpanda

Dec 2020 — Jan 2022
1 yr 1 mo

• —Managing the day-to-day activities of the team.
• —Motivating the team to achieve business KPI.
• —Develop a strategy the team will use to reach its goal.
• —Developing and implementing a timeline to achieve targets.
• —Daily basis chats auditing to ensure quality communication on conversation and attend weekly calibration.
• —Conducting training of team members to maximize their potential.

Sr. Customer Service Associate

Genex Infosys Limited · foodpanda

Aug 2019 — Dec 2020
1 yr 4 mos

• —Handling customer complaints through live chat to ensure CSAT.
• —Following standard procedures.
• —Part of leadership team as Shift Lead.
• —Completing assigned tasks by the leadership team within deadline regardless of any challenges.
• —Report making on assigned tasks.
• —Performance measurement.

Customer Service Associate

Genex Infosys Limited · UBER

Apr 2018 — Aug 2019
1 yr 4 mos

• —Creating customer's interest in the product through outbound calls.
• —Follow up with prospective customers.
• —Handling customer complaints over the phone and turning the customer into a prospective business partner.
• —Completing multiple campaigns.
• —Calling drivers and creating awareness regarding behavior with fellow customers.
• —Calling drivers for giving a short training session about how to improve their performance to achieve their targets and goals.