RUMPA DAS
Auckland,AUK
Summary
To obtain a growth oriented job in a reputed organization that provides a fully professional working environment and good opportunity to develop excellent career in management sector.
Diligent Human Resource Manager with strong dedication in managing daily , periodically productivity of the internal resources and new hiring needsoperations and team leadership. Proven success in optimizing workflows and enhancing customer satisfaction. Demonstrated expertise in problem-solving and strategic planning to drive team performance.
Overview
12
12
years of professional experience
Work History
Assistant Manager
Impel Service and Solutions Limited
05.2014 - 02.2021
- 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)
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)
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)
12.2009 - 03.2010
Tele caller
Banglalink (ORASCOM Telecom Bangladesh Ltd)
05.2009 - 11.2009
Education
Masters of Social Science (MSS) - Public Administration
Shahjalal University of Science and Technology
01.2009
Bachelor of Social Science - Political Science and Public Administration
Shahjalal University of Science and Technology
01.2007
HSC - Science
Shiddheswari Girl's College
01.2000
SSC - Science
Motijheel Model High School and College
01.1998
Skills
- Recruiting and interviewing
- Team leadership
- Decision-making
- Quality centric Customer service
- Staff training and development
- Customer relationship management (CRM)
References
- Babul Das, Sweatertech Limited, Director, Plot#898, 1351, Gacha Road, Gazipur Sadar, Gazipur, 1704, masumahmedsachi@gmail.com, 01755601445, Brother in Law
- Masum Ahmed Sachi, Gonokollyan Trust, Deputy Coordinator, Manikganj Sadar, 01711506567, Family Friend
Extracurricular Activities
I had been an active member of cultural organizations 'Shikor' of Shahjalal University of Science and Technology. I had participated in many cultural programs and had been a regular performer of Theatre and cultural club. I was a member of Biswa Shahittya Kendra at school and college level.
Training
- Customer Management, Customer Management, Qubee, Bangladesh, Dhaka, 2010, 4 days
- Customer Service, Customer behavior, Pro-activeness, etc., Qubee, Bangladesh, Dhaka, 2009, 7 days
- Business Development and retention, Tele marketing, Banglalink, Bangladesh, Dhaka, 2009, 4 days
Personal Information
- Date of Birth: 06/09/83
- Gender: Female
- Nationality: Bangladeshi
- Marital Status: Married
- Religion: Hindu
Languages
Bengali
Native or Bilingual
English
Professional Working
Hindi
Limited Working
Timeline
Assistant Manager
Impel Service and Solutions Limited
05.2014 - 02.2021
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
Bachelor of Social Science - Political Science and Public Administration
Shahjalal University of Science and Technology
HSC - Science
Shiddheswari Girl's College
SSC - Science
Motijheel Model High School and College
Masters of Social Science (MSS) - Public Administration
Shahjalal University of Science and Technology
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