MS Word
Md Nazmul Alam Rasel
Operation Manager
Flat- 1808, Yarmook-C, Al Nadah, Sharjah
Summary
Forward-thinking team leader skilled at operating departments efficiently to meet goals. Successful background matching employees with roles for maximum performance. Proactive and hardworking individual focused on continuous operational improvement.
Overview
11
11
years of professional experience
3
3
Languages
Work History
Manager of Operations
Trendy Tracker
Dhaka
11.2019 - 12.2022
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Introduced new methods, practices, and systems to reduce turnaround time.
- Set, enforced, and optimized internal policies to maintain responsiveness to demands.
- Identified and resolved unauthorized, unsafe, or ineffective practices.
- Developed systems and procedures to improve operational quality and team efficiency.
- Developed and implemented strategies to maximize customer satisfaction.
- Negotiated contracts with vendors and suppliers to obtain best pricing and terms.
- Directed initiatives to improve work environment, company culture or overall business strategy.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Developed and maintained relationships with external vendors and suppliers.
- Assisted in recruiting, hiring and training of team members.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Trained and guided team members to maintain high productivity and performance metrics.
- Implemented innovative programs to increase employee loyalty and reduce turnover.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
Assistant Manager, Business Development
Trendy Tracker
Dhaka
12.2016 - 11.2019
- Negotiated and closed long-term agreements with new clients in assigned territory.
- Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service.
- Identified and pursued valuable business opportunities to generate new company revenue and improve bottom line profit.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Generated new business with marketing initiatives and strategic plans.
- Mentored team members to enhance professional development and accountability in workplace.
- Reviewed sales and gross profit report to assess company efficiency.
- Represented company and promoted products at conferences and industry events.
- Developed new proposals, contracts and procedures to draw in more clients and streamline work operations.
- Monitored market trends and competitor activities to identify areas of potential opportunity.
- Developed process to analyze customer feedback to incorporate insights into product development strategies.
- Reached out to potential vendors via telephone, email, and in-person inquiries.
Executive, Contact Center
Banglalink Digital Communication Ltd.
Dhaka
06.2012 - 11.2016
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Documented and detailed calls and complaints using call center's CRM database.
- Resolved concerns with products or services to help with retention and drive sales.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Detailed payment options and explained price, receipt and billing details to customers.
- Attended telephone skills and program information training sessions to boost aptitude.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Approved and terminated customer contracts upon request.
- Performed various clerical duties by filing and faxing documents and creating customer databases.
- Maintained and managed customer files and databases.
- Escalated complicated customer account issues to supervisors and help desk workers.
- Generated customer service reports to track customer satisfaction.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Responded to customer calls and emails to answer questions about products and services.
- Investigated and resolved customer inquiries and complaints quickly.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Increased efficiency and team productivity by promoting operational best practices.
- Met customer call guidelines for service levels, handle time and productivity.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Maintained up-to-date knowledge of product and service changes.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Educated customers about billing, payment processing and support policies and procedures.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Education
MBA - Finance
Eastern University
Dhaka, Bangladesh 01.2010 - 2012.02
BBA - Finance
Eastern University
Dhaka, Bangladesh 01.2006 - 2009.12
HSC - Science Education
Omargoni M.E.S. College
Chittagong, Bangladesh 06.2003 - 2005.08
SSC - Science Education
Kalaiya High School
Barisal, Bangladesh 01.2002 - 2003.12
Skills
Supply Chain Management
Additional Information
- Father's Name: Md Khalilur Rahman
- Mother's Name: Mr’s Nur Nahar
- Date of Birth: December 28, 1986
- Gender: Male
- Marital Status: Married
- Nationality: Bangladeshi
- Religion: Islam
Software
MS Excel
MS Power Point
Timeline
Manager of Operations
Trendy Tracker
11.2019 - 12.2022
Assistant Manager, Business Development
Trendy Tracker
12.2016 - 11.2019
Executive, Contact Center
Banglalink Digital Communication Ltd.
06.2012 - 11.2016
MBA - Finance
Eastern University
01.2010 - 2012.02
BBA - Finance
Eastern University
01.2006 - 2009.12
HSC - Science Education
Omargoni M.E.S. College
06.2003 - 2005.08
SSC - Science Education
Kalaiya High School
01.2002 - 2003.12
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