Contact Information:

House# 119, Flat#A4, Road#07

Block#D, Boshundhara R/A, Dhaka
Cell# +8801912311102

Alt: +8801709678221

[email protected]

https://www.linkedin.com/in/md-raisul-haque-0ab09a96/

https://web.facebook.com/rais.haque

Md. Raisul Haque
Energetic, dependable & result oriented professional with twelve (12) years of leadership experience at customer service/contact center in leading Telecom & Business Process Outsourcing (BPO) in Bangladesh. Managing staff based on organizational headcount of 500 – 650 employees and make sure high standards of service are delivered to customers and meet the company goal as well.

Core Skills:

Customer Service Delivery
Call Center operation & management
Client /Vendor management & relationship
People management
Tele-sales
Training & Coaching
Problem Solving & Process Improvement
Team building & Teamwork
Event management
Achievement & Projects implementations:

Operational Performances:

§  Overall Service Level: 92 %

§  Premium Customer Service Level: 95%

§  Service Quality Scores overall: 93%

Overall cost minimization up to 35% – 40%:

§  IVR automation & Up gradation

§  Alternative channels development

§  USSD deployment

§  Decrease Repeat Call

Enhance customer satisfaction Scores:

§  Net promoter scores (NPS)- Positive 7 -9 out of 10

§  Close looping call (CFL)

§  First call resolution (FCR)-90%

§  DSAT- <5%

§  CSAT->92%

Special Assignments in abroad:

Worked as an expert to handle& run the call center operation at crucial moments (Water festival/Long Public Holidays) in Telenor Myanmar, Mandalay during 10h Aprl’16 to 17th Apr’16.

Computer & other operational software/system Skills:

·         Advance knowledge in Microsoft suite (MS word, Excel, Power Point, E-mails etc.)

·         Customer Management System (CMS)

·         AVAYA System

·         Work force Management (WFM)

·         TABS ORACLE (6.10) & TABS CC

·         POS

Professional Experiences:

Senior Manager, Operations

(Head of Department)

Genex Infosys Limited

Operation center: Mascot Plaza (level:4 & 5)

Uttara, Dhaka-1230

Duration: 20th March’ 2016 -18th February’2018

Reporting to Sr. Vice President/CEO:

•      Head of operations (ROBI process);

•      Head of service delivery (SAMSUNG process);

•      Head of service delivery (NIC process, a joint venture project of a2i (PMO office), ROBI & Genex)

Major Responsibilities:

•      Inbound & Outbound services (Tele sales, complaints management, Social media);

•      Coordination, planning & organizing with Partner Management Team of ROBI;

•      Prepares call center performance reports by collecting, analyzing, and summarizing data and trends;

•      Determines call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews;

•      Develops call center systems by developing customer interaction and voice response systems, and voice networks; designing user interfaces; developing and executing user acceptance test plans; planning and controlling implementations;

•      Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades;

•      Accomplishes call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures;

•      Maintains equipment by evaluating and installing equipment; developing preventive maintenance programs; calling for repairs; evaluating and implementing upgrades.

•      Maintains professional and technical knowledge by tracking emerging trends in call center operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies;

•      Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.

Care line Floor Manager

Duration: 09th April’ 2006 -10th March’2016

Banglalink Digital Communications Ltd. (BANGLALINK)
Tiger House, tigers’ den
House no. 4, sw,
Bir uttam mir shawkat sharak,
Gulshan-1, Dhaka-1212, Bangladesh
Gulshan p.o. box # 0191 and 0199
E-mail: [email protected]
Website  www.banglalinkgsm.com

Major Responsibilities:

•      Liaise with all departments to have a good understanding of products, procedure and processes to enable us to assist team and the customers with queries;

•      To implement and support  company policies and procedures;

•      To motivate the agents and Team Leaders to excel in their performance;

•      To create sense of ownership among the employees;

•      To make sure that the employees are following their schedules properly;

•      To create a conducive working environment for all employees;

•      To communicate the company’s vision, purpose, core values to the front line employees;

•      To resolve employees issues;

•      To facilitate the cross-functional communication among employees for better working condition;

•      To assist in implementation and maintenance of highest level of quality systems within the call center;

•      Perform other duties as assigned;

•      Monitoring all day-to-day activities on the floor. Coordinate & consult with support departments for resolution of issues;

•      Shift reports with highlights and issues that need to be resolved;

•      Attend weekly Call Center management meeting;

•      Have regular meeting with team leaders to review and improve the work; methodology and also keeping them update with new developments. Identification of areas for improvement;

•      Provide proper guidance to team leaders for their personal grooming for succession planning;

•      Maintenance of Call Center infra-structure (IT hardware, head gear, telephone sets etc.);

•      Ensure shift handover mechanism at shift end;

•      Recruitment and hiring of new CCRs. Interviewing and short listing. Ensure pipeline of potential candidates for immediate replacement;

•      Ensure that daily clinics of the teams are taking place regularly. All the new updates sent by Quality Assurance team that day should be discussed with the teams in those clinics;

•      To monitor KPIs on all back end Call Center operations;

•      To create sense of ownership among the employees;

•      To keep a record of the performance of his team leaders and deliver performance appraisals periodically;

Education:

•      Master of Business Administration (MBA)             Stamford University Bangladesh

Grade 3.54 out of 4

Major in Marketing

2006

•      Bachelor of Commerce (Hon’s)                          Jagannath University College

(Under National University)

Major in Accounting

Second Class

1999

•      Higher Secondary Certificate                               Azam Khan Commerce

college, Khulna

Commerce

Second Division

1995

•      Secondary School Certificate                               Khulna Zilla School, Khulna

Science

First Division

1993

Extra-Curricular Activities:

•      Was a regular member of the Jagannath Natto (Drama) Shongshad in college;

•      Was a cricketer of Nirman school championship & 2nd divisional;

•      Was a regular member of scout committee in school.

Professional Trainings & Workshops Summary:

Certification
Institute
Location
From
To
Certificate of Proficiency in Operation Management
Live bean (the call center school) (USA)
Dhaka
February 26, 2009
February 27, 2009
 

Training Title
Topic
Institute
Country
Location
Year
Duration
Leadership in Customer Service excellence
Leadership skills
Horizon International Institute of training (HIIT) (USA)
Bangladesh
Dhaka
2007
2 days
Effective Communication
Effective communication build up & Implementation
Holistic Training Solution (Ireland)
Bangladesh
Dhaka
2009
2 days
The interpersonal Excellence Pathway Workshop
Interpersonal Skills Development
IKYA (India)
Bangladesh
Dhaka
2008
2 days
Planning & Organizing
Effective Planning, Organization, Analysis & Implementation
Holistic Training Solution(Ireland)
Bangladesh
Dhaka
2010
2 days
Team Building
Team Building
Holistic Training Solution(Ireland)
Bangladesh
Dhaka
2009
2 days
Customer Centric Experience
Customer Centric Experience
DD Consulting PTE Ltd.(Singapore)
Bangladesh
Dhaka
2011
2 Days
Creating Solutions
Stop Bangauing Take Charge; Build a level of confidence that can be creative, Apply skills of developing solutions using creativity to solve problems and so on.
Mohd. Riazal Hassan,MSP; NLP Master Caoch & Master Hypnotherapist

(Malaysia)
Bangladesh
Dhaka
2012
2 Days
Language Proficiency:

Language
Reading
Writing
Speaking
English
Professional
Professional
Professional
Bangla
Native
Native
Native
 

Personal Details:

Father’s Name
Late Zillul Haque
Mother’s Name
Late Begum Ajmeeri Haque
Spouse
Dr. Basma Noor

Sr. Medical Affairs Responsible

Roche Bangladesh
Date of Birth
5-Jan-78
Gender
Male
Marital Status
Married
Nationality
Bangladeshi
Religion
Islam
National Id No.
2619551890507
Permanent Address
10, Dharmashava Cross Road (Kinder Clinic), Khulna.
Places visited in abroad:

Saudi Arabia, Indonesia, Myanmar, Nepal and some major places in India.

Reference:

Will be provide upon request