RUMPA DAS
Dhaka
Overview
9
9
years of professional experience
6
6
years of post-secondary education
Work History
Assistant Manager
Impel Service and Solutions Limited
Dhaka
05.2014 - 02.2018
- Circulate the vacancy and prepare competitive shortlist after basic assessment
- Conduct interview session efficiently and manage other stakeholders
- Recruit employees and issuing of appointment letter and conduct induction training for new joiners
- Managing of Employee Performance and Total evaluation process
- Managing the employee database, promotion, Hierarchical Alignment and project management
- Responsible for Employee Engagement and Recognition and Motivational Activities
Supervisor - Call Centre
Qubee (Augere Wireless Broadband Bangladesh Ltd)
Dhaka
02.2012 - 08.2014
- Supporting the inbound team with technical and process-wise solutions
- Monitoring the roaster and Attendance, Service Level
- Preparing detailed report of call trend and service level based on FCR, ATT, AHT, ASA
- Monitoring and auditing calls
- Raising the complicated issues for cross functional communication with other stake holders
- Arranging and provide sessions for the agents on group/individual basis focusing new updates and circular, promotions, products, performance, KPI's regularly
- Providing feedback and proper grooming to the agents and discuss development points
- Attending meeting with management and other stake holder for discussion of the new process and promotions
- Promoting Outbound calls and generating Reports on it for acceleration of campaign project and retention
- Focusing CSAT and ensuring the targeted KPI based on total IB/OB team performance
Shift In charge-Retention -Outbound Team
Qubee (Augere Wireless Broadband Bangladesh Ltd)
Dhaka
03.2010 - 02.2012
- Supervise the team of 32 members and guide them for generating of successful outbound calls for enhancement of customer's retention and loyalty
- Generate reports on set parameters and acquaint with observations and suggested remedies
- Organize & perform one to one session and coaching with the team members individually to find out the observation from agents end as well as upgrade team members day by day with more advanced level of solution specially on technical part
- Manage and coordinate all customer related problems with an extensive solution and proactive approach
- Coordinate and control team with a composition of central and location engineers and caller agents
- Respond to and resolve basic and complex customer inquiries and complaints of the customers
- Roster Management (Personnel)
Officer -Tele Sales
Qubee (Augere Wireless Broadband Bangladesh Ltd)
Dhaka
12.2009 - 03.2010
Tele caller
Banglalink (ORASCOM Telecom Bangladesh Ltd)
Dhaka
05.2009 - 11.2009
Summary
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency using independent decision-making skills to positively impact company success.
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.
Proactive manager with demonstrated leadership abilities, strategic planning expertise and problem-solving acumen. Assists senior managers with accomplishing demanding targets by encouraging staff and coordinating resources. Methodical and well-organized in optimizing coverage to meet operational demands. Multi-tasking Manager well-known for creating positive workplace culture and high-performing teams. Demonstrated employee engagement and recruiting expertise, including competitive offerings, pricing, and market positioning.
Education
Public Administration
Shahjalal University of Science And Technology
01.2008 - 01.2009
Public Administration
Shahjalal University of Science And Technology
06.2001 - 05.2006
High School Diploma -
Motijheel Model School And College
Dhaka 02.1998 - 03.1998
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimePart TimeContract WorkWork Location
On-SiteRemoteHybridImportant To Me
Career advancementPersonal development programsHealthcare benefitsWork from home optionTeam Building / Company RetreatsCompany CultureAccomplishments
- Supervised team of 45 staff members.
- Collaborated with team of 10 in the project Skill for Employement and Investment Program (SEIP) under govt of People's republic of Bangladesh
- Achieved 'Best Performer' from ISSl as a Recognition for the recruitment of higest Number of applicant for SEIP
Timeline
Assistant Manager
Impel Service and Solutions Limited
05.2014 - 02.2018
Supervisor - Call Centre
Qubee (Augere Wireless Broadband Bangladesh Ltd)
02.2012 - 08.2014
Shift In charge-Retention -Outbound Team
Qubee (Augere Wireless Broadband Bangladesh Ltd)
03.2010 - 02.2012
Officer -Tele Sales
Qubee (Augere Wireless Broadband Bangladesh Ltd)
12.2009 - 03.2010
Tele caller
Banglalink (ORASCOM Telecom Bangladesh Ltd)
05.2009 - 11.2009
Public Administration
Shahjalal University of Science And Technology
01.2008 - 01.2009
Public Administration
Shahjalal University of Science And Technology
06.2001 - 05.2006
High School Diploma -
Motijheel Model School And College
02.1998 - 03.1998
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