Source: Bdjobs.

com Online CV Bank

Last Updated : May 14, 2018

MD. MIZANUR RAHMAN

Address: House#62, Road#2, Block-E, Shahjalal Uposhohor,
Sylhet-3100, Bangladesh
Home Phone: 01745103037
Office Phone :01731001100
Mobile : 01811454122
email:mizanur.rahman@banglalion.com.bd, holitex@gmail.com
Career Objective:
To perform and grow as a creative professional who can positively adhere organization’s
success. At present I would like to obtain a mid-level management position in the discipline
of customer service in a multinational company in the domain of telec

Career Summary:
• Motivated team player with demonstrated talent for deploying research and
organizational skills toward analyzing, upgrading, and streamlining complex marketing
processes for improvement opportunities.
• Enthusiastic self-starter who can boost productivity, cut costs, foster efficiency, and
ensure profitability.
• Goal-driven achiever with strong organizational skills, detail orientation.
• 12+ years Working Experiences in Customer Services, Administration & Others.

Employment History:
Total Year of Experience : 14.8 Year(s)

1. Asst Manager & Customer Care Center In-Charge ( June 20, 2010 - Continuing)

Banglalion Communications Limited

Company Location : Bangladesh
Department: Customer Care (WiMAX Plaza)
Duties/Responsibilities:
1. Supervise and manage the overall performance of staff in Sylhet Customer Care
Center .
2. Analyzing, reporting, giving recommendations and developing strategies on sales
improvement trend, quality and quantity.
3. Achieve business and organization goals, visions and objectives.
4. Involve in employee selection, career development, succession planning and periodic
training.
5. Working out compensations and rewards.
6. Responsible for the growth and increase in the organizations" finances and earnings.
7. Identifying problems, creating choices and providing alternatives courses of actions.
8. Distribute & Manage Technical Support Issues in advance.
9. Motivate team members to outperform and achieve company goals.

2. Customer Care Supervisor ( June 22, 2008 - December 7, 2009)

 Pacific Bangladesh Telecom Limited (Citycell)
Company Location : Bangladesh
Department: Customer Care
Duties/Responsibilities:
• Permanent Supervisor of 22 CCP (Customer Care Point) located in different Thanas
of Dhaka, Narsingdi & Kishoreganj districts.
• Ensure uninterrupted and effective customer service from CCP.
• Fulfill all the necessity of the CCP to maintain day to day business.
• Periodic day long visit to individual CCP and its surrounding.
• Analyze quantitative and qualitative performance of CCP representative.
• Conduct training according to the need of the CCR.
• Performance appraisal of the CCRs (Customer Care Representative).
• Maintaining SWAT and Monthly report of CSI, Revenue & Expense for individual
CCP & CCR to plan the future step for betterment.
• Preparing monthly reports for senior Management providing an overview of how the
process performed on Customer Experience
• Plan and arrange Skill development workshop for the CCRs
• Support and enforce CCP"s policies strategies, mission, vision, core values and
procedures.

3. Senior Executive ( January 1, 2008 - June 21, 2008)

Pacific Bangladesh Telecom Limited (Citycell)

Company Location : Bangladesh
Department: Customer Care
Duties/Responsibilities:
• Ensure Effective Customer Service in the Front Office
• Provide solutions to the subscribers
• Set benchmark regarding qualitative and quantitative service standards
• Analyze quantitative and qualitative performance of frontline executives
• Management By Walking Around
• Fulfill daily requirements of the CCP (Customer Care Point).
• Maintain RUIM (Removable User Identification module) card stock and providing
required RUIM card Nationwide.
• Prepare daily, weekly, and monthly reports of RUIM card receive & delivery
Nationwide.
• Conduct training according to the need of the Front line executives.
• Performance appraisal of the teammates.

4. Executive ( January 1, 2008 - June 21, 2008)

Pacific Bangladesh Telecom Limited (Citycell)

Company Location : Bangladesh
Department: Customer Care
Duties/Responsibilities:
• Provide service in Direct Sales, which was under Customer Care Department then.
• Provide one-stop customer service through front office.
• Build a positive image of the company among the subscribers through quality
service.
• Transmit necessary policy and regulatory information to the subscribers
• Convey subscriber complaint, advice, or grievance to the higher authority
• Work and Screened the monthly Report on Customer Retention Achievements
• Manage, Supply and Maintain the record of RUIM disbursements

5. Administrative Assistant ( August 16, 1999 - December 31, 2003)

 The National Youth Training Academy (NYTA)
Company Location : Bangladesh
Department: Administration
Duties/Responsibilities:
• Responsible for the daily administration of the office including general office duties
such as, the management of the internal and external mail systems and the filing and
organization of all visitor files and details.
• Responsible for the word processing and compiling large technical documents
• Planning and coordinating office space realignment
• Helped and monitored in cleaning and keeping hygiene environment at Computer
Lab and office premises
• Responsible for greeting visitors, answering telephones, filing, sending facsimiles,
and other general office duties
• Undertaking other administrative tasks as and when required.
• Coordinated meetings, including reserving conference rooms and arranging
breakfasts, lunches, etc.

Academic Qualification:

Exam Title Concentration/Major Institute Result Pas.Year Duration

North East University CGPA:3.73
MBA Marketing 2015 2 years
(Sylhet), Bangladesh out of 4
Second
MSS Political Science Jagannath University Class, Marks 1998 2 years
:50%
BSS (pass) Social Science National University Third Class 1996 2 years
Government Second
HSC Science Brindaban College, Division, 1994 2 years
Habiganj Marks :58%
Rowail High School, Second
SSC Science Jagannathpur, Division, 1989 2 years
Sunamganj Marks :50%

Training Summary:

Training Title Topic Institute Country Location Year Duration

Training on
Customer
Service Customer
Excellence Caring, CC SKILL100 Bangladesh Dhaka 2014 7 Hours
Through Inter- Culture
personal
Development
Training on
Customer Care Customer Care SENSEI, India Bangladesh Dhaka 2007 2 days
Excellence
Training on Maps n Grow
Personal
Personal Consulting Pvt Bangladesh Dhaka 2006 2 days
Effectiveness
Effectiveness Ltd, India
Training on
Excelling in
Customer Care NIS Sparta Ltd Bangladesh Dhaka 2005 2 days
Customer
Services

Career and Application Information:

Looking For : Top Level Job
Available For : Full Time
Present Salary : Tk. 43000
Expected Salary : Tk. 60,000
Preferred Job Category : Marketing/Sales, Customer Support/Call Centre
Preferred District : Dhaka, Sylhet
Preferred Organization : Telecommunication, Event Management, ISP, Public
Types Relation Companies, Market Research Firms, Call Center

Specialization:

Fields of Specialization Description

• Telecommunication Service
• Creative problem-solver and marketer, who can see big picture
while never losing sight of details that deliver results.
• Quick learner who can rapidly master all aspects of job with
limited training.
• Customer Care in all aspects

Extra Curricular Activities:

• Jagannathpur Thana Student Welfare Association, Sylhet Government College: Former
President • The National Human Development Organization, Dhaka: Education-Literary &
Cultural Secretary • The Sylcom Enterprises Ltd, Sylhet: Provided marketing and
advertising consulting and support • Volunteer for Rural Health & Education Service
Project, IDEA, Sylhet • Creative works published in several organizational & College
magazines.

Language Proficiency:

Language Reading Writing Speaking

English High High High
Bengali High High High

Personal Details :

Father"s Name : Late Md. Shahab Uddin

Mother"s Name : Late Amena Khatun
Date of Birth : January 1, 1973
Gender : Male
Marital Status : Married
Nationality : Bangladeshi
Religion : Islam
Permanent Address : Same as above
Current Location : Sylhet

Reference (s):
Name : Available upon request
Organization : Sylhet
Designation : Anyone
Address :
Phone (Off.) :
Phone (Res.) :
Mobile :
EMail :
Relation : Others