Officer, Customer Care Executive

Department : AMEX Call Center, Head Office
Duration : 1st April 2011 to 10th April 2012

Key Responsibilities:
* Handle customer queries & resolves complaints effectively and efficiently (VISA & AMEX)
* Resolve customer's complained with one stop solution.
* Understand customer needs & recommending suitable products to make a sale.
* Deal with merchant related problems; work with GP roaming bill, Cards operation, Data capture, e-mails corresponding, ecommerce
enable disable, Endorsement etc.
* Service Store process Module(WMS),Information gather module(CCVR),Monthly Key Performance Module(KPI)
etcmaintenance.
* Maintain Contact center supportedother module.

Department : Customer Care Kakrail Center
Duration : 14th May 2008 to 30th March 2011

Key Responsibilities:

* Face to face customer service provide
* Manage and resolve customer complaints
* Zoom Installation related problem for PC (Desktop & Laptop) take care and support.
* Postpaid line & Zoom service bill collect, address change, prepaid data service, Value Added Service,
RUIM(Prepaid/Postpaid) Replacement, Problem set collect & submit to repairing center, Banking process
maintain, Sales marketing take care, New Postpaid line active, Prepaid to postpaid service maintenance for
customer requirements.
* Communicate with Higher Management via mail/over phone for smooth customer service, required product
requisition purpose & day end all report related issue purpose.
* Emergency support to Dhaka Division Customer care point when needed.
* Follow up customer service at a time.

4. Web, WordPress & System Developer:

Highlights of Qualifications:

* Exceptional experience in Web WordPress and technical solutions.
* Deep lavel experience of Office Management solutions, like- Excel, Word,Power Point,Access, Vba,
Visual Basic content etc.
* Hardware system solutions for Desktop, Laptop pc all site.
* Huge knowledge of WordPress plugins and architecture
* Design complex WordPress solutions for back-end and front-end development to establish and
guide website architecture and functionality




* Proficient in PHP, HTML and CSS, MySQL, Ajax, jQuery and JavaScript
* Installed, configured and managed WordPress installations.
* Thorough understanding of best practices and industry standards
* Good Organization skills



Portfolio:

Wordpress Developer:
Shundorban.com & alchemybddh.com
Developed WordPress ecommerce based website & Maintain
Customized WordPress plugins and built new custom plugins.
Customized WordPress themes.

WMS : Work Code Management System - This module contain each & every call reason separately with card
number/Account number & contact number .CSE don't need to maintain any call log and Supervisors' can generate
several reports at any time by their requirements. Build up for City Bank & IFIC Bank. Related content - html, html5,
css, java script, php, MySql, jQuery, photoshop etc.

CCVR: when agent receive any call then he/she use this module if he/she did not know any product information,
Agent use this module to upgrade his/her knowledge. Build up for IFIC Bank & City Bank. Related Content - CMS- WP
content html, html5, css, java script, php, MySql, jQuery, etc.

OSD : ONLINE SERVICE DESK is an application for end to end processing of daily contact center related issues that
includes problem Logging, Monitoring and Executing the Problem. The main purpose of implementing this application
is to keep track of all the problem Issues under centralized monitoring system. There have three layer system -
Problem Logging Layer, Monitoring Layer, Execution Layer, Admin Layer. Relevant content - html5, css, java script,
php, MySql, jQuery,CMS content- WordPress, etc.

On-line Quiz: Every month office management take one quiz for monthly KPI to use this module Agent keep their
monthly exam here & management received his result immediately.resource usage: PHP,HTML, CSS, MySql,
JavaScript etc.

SQ Module System: Service Quality employee marking system solutions, Relevant content usage Visual Basic VBA
etc.