Experience

6+ years building operations systems, leading teams, and creating automation solutions that drive business growth.

Senior Executive, Business Intelligence, Telesales Operation

Shikho

Jul 2023 — Present
2 yrs 6 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.

Shikho

Nov 2022 — Aug 2023
9 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.

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.

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.

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.

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.