CAREER OBJECTIVE:
Building up career in a challenging & rewarding position as a renowned organization where worth of hard work, expertise, creativity, sincerity & scholasticism are the criterion of one’s appraisal and recognition.

PROFESSIONAL EXPERIENCE:
I have been employed in Grameenphone Limited since December 29, 2005 to till now. At present working as a Specialist at Supply Chain Sustainability Department under Corporate Affairs Division.

MAJOR RESPONSIBILITIES:
In Supply Chain Sustainability, Corporate Affairs Division (From September 1, 2016 to continuing):

·    Conduct supply chain risk assessment

·    Ensure ABC/SCP endorsement of suppliers and partners

·    Counsel and advice suppliers and partners towards ABC / SCP requirements

·   Periodically conduct & organize supplier awareness program

·   Organize focus group discussion covering high risk & critical suppliers

·   Conduct supplier/partner/network site audit-inspection all across the country

·   Follow-up suppliers / partners focusing on non-conformity (NC) closure

·  Organize sustainability relationship management involving line, package buyer and vendors

·   Prepare inspection report

·  Roll-out and follow-up SAQ (self-assessment questionnaire)

·  Ensure relevant stakeholder engagement in sustainability initiatives (like, IFC, Chamber of Commerce, ILO, UNICEF, Save the Children etc.)

·  Coordinate with group supply chain sustainability

·  Facilitate investor (IFC, CDC etc.) and group audits

·  Prepare periodic reports for management team

·  Bi-monthly newsletter publication

·  Establishment of Management System & Governance Framework

-Establish, develop and documentation of management system

-Design, develop and translate governance framework

-Process development and conduct assurance review

·  Endorsement & Implementation of Supplier Code

-Ensure 100% endorsement of Telenor supplier code

-Advocacy and consultation on supplier code to the internal and external stakeholders

-Conduct awareness and training on supplier code

-Ensure implementation of supplier code in the supply chain

·  Supplier Capacity Building / Development

-Conduct training need assessment (TNA)

-Organize training and awareness program for the suppliers and partners on labor law, sustainability requirements and -Telenor supplier code

-Conduct capacity building program to develop potential and exist suppliers of Grameenphone

-Ensure effective evaluation of training and awareness program

-Conduct focus and panel group discussion with high risk target groups

·  Governance & Management Report

-Maintain effective governance platform developing and managing policy, procedures, work instruction, form and template as a part of standardizing the operation

-Half-yearly performance reporting to Grameenphone Management Team (GPMT)

-Quarterly performance reporting to Board of Directors (BoD) of Grameenphone

-Monthly Non-Financial Reporting (NFR) and performance bulletin

– Prepare Business Environment Management (BEM) plan for SCS

– Follow-up and implement BEM action plan for SCS and report to BEM committee

During Training and Information Management Unit (From February 1, 2015 – August 31, 2016):

Organize planned trainings for different levels of Customer Service as per training need assessment (TNA).
Arrange different external trainings with the help of other external/internal stake holders maintaining the compliant way.
Execute ad-hoc trainings as per requirement derived from new campaign, offer, system change/up-gradation, etc.
Create and maintain encouraging learning environment for all participants, new hire or continuous edification.
Prepare different learning materials / training modules considering the target group.
Arrange induction training for the new employees and ensure readiness for the production.
Arrange monthly online Quiz for Customer Service for refresh the knowledge base, quick flow of new information/knowledge and an evaluation of knowledge base.
Create and maintain strategic partnerships with floor operations and Instructional Design partners. Communicate with various segments within the Customer Service and outside; including resource planning with expected quality.
Facilitate trainers to ensure the quality of training.
Follow up the learning curve of customer service for core operation and supporting unit.
Cross functional activity with different stakeholder for designing service modality
Update Information in the relevant knowledge base & IVR, and also ensure communication to relevant stakeholder within required time frame.
During Inbound Contact Center (From March 30, 2008 – January 31, 2015):

1. Provided one-stop quality Customer Services over the phone to ensure positive customer experiences.

2. Conducted service awareness and telesales to retain the existing customers and acquire potential customers.

3. Maintained targeted KPI on a regular basis.

4. To be more caring, reliable, inspiring and friendly with the subscribers to enhance and maintain Grameenphone Brand promise.

5. Captured customer insights, follow-up and escalate critical issues / complaints and provide timely feedback to ensure customer satisfaction.

During Regions, Sales Division (December 29, 2005 to March 29, 2008):

1. Ensured consistent Customer Service face to face for customers.

2. Sold GP connections & Flexi LOAD.

3. Responded to Customer queries & complaints and reflect on the insights using appropriate communication methods & tools.

4. Ensured positive Customer Experience at every interaction.

5. Ensured all type of service delivery & sales reporting.

6. Maintained inventory and place order to ensure optimum usage of resources to meet business requirement.