Manage insights, ensure personal execution, drive account acquisition, financial product promotion, onboarding and re-onboarding of inactive users to boost business. Oversee product usability, process optimization, team leadership and data-driven decision making. Maintain compliance in service processes while delivering excellent customer service experience. Optimize call center operations, achieving high customer reach while maintaining ideal merchant-customer wait ratios. Lead digital service initiatives, driving app reactivation, product awareness, and engagement of inactive users, increasing overall transaction volume. Direct a high-performing customer service team, coaching and productivity improvements. Monitor customer feedback, IVR satisfaction, and complaint trends to develop actionable strategies for service enhancement. Collaborated cross-functionally to resolve critical service issues, ensuring regulatory and internal standards compliance. Provided management with insights

Team Leader – Customer Service at Qubee (Airtel Bangladesh Ltd) (Agure Wireless Bangladesh Ltd)

June 1, 2011 - May 1, 2015

Managed floor operations, ensured smooth agent workflow, real-time support, and performance tracking. Conducted weekly VOC reporting and analysis to drive quality improvements. Identified skill gaps and delivered targeted training to improve agent productivity and service quality. Supervised a team of service agents, promoting operational discipline and high service standards.