Fatema Parvin Nisha

Overseeing the CS department, managing the team, setting goals, and guiding them through major complaints and bill preparation. Also o establishing and improving customer and management systems, formulating annual and monthly plans, managing meter reading tasks, leading water quantity analysis, and actively participating in recruitment and team building. Performance management, communication, external publicity, and monthly reports on operations and financials are key aspects.

- Maintain the team of customer Service - Develop the quality of responses via phone, email and in-person - Develop digital customer interactions - Direct customers to online resources - Update the customer records in the system, including notes and interactions - Pitch ideas for improving customer care - Create and maintain reports about customers profiling - Develop a rapport with customers - Make recommendations to management to improve customer experience - SOP for Customer Experience Development

Major Responsibilities: -Manage and direct CSOs to ensure day-to-day performance of their KPIs -Revise the customer service department's SOP -Performance evaluation -Conduct training session, coach, and motivate CSOs to deliver Poshora goal and eloquently address challenging issues and cases. -Identify problematic issue related to any customer service, website/app or system and timely escalated to supervisor and/or concerned person/s, as well as conduct root cause analyses

- Maintain and create bonding with existing clients - Setting up a meeting with new clients - Researching the latest service and update the clients profile accordingly - Resolving clients complaints quickly and efficiently - Looking for new clients connection - Maintaining the social media and Shopify

I worked in this consultancy firm in a Govt. project ERF (Export Readiness Fund) as an operation manager, the project was linked with the World Bank. - Managing the team of people involved with the assessment - Make a schedule for the assessment team - Maintain the coordination with factories - Communicating changes in an order process to relevant parties. - Documentation in assessment report procedures for the world bank monitoring - Make sure to receive the assessment on time

- Coordinate Service team - Provide direct clients support - Review and resolve escalations - Evaluate team member - Support process improvement - Train the new hires

- Performs call monitoring and provides trend data to the site management team. - Uses quality monitoring data management system to compile and track performance at team and individual levels. - Participates in customer and client listening programs to identify customer needs and expectations. - Coordinates and facilitates call calibration sessions for call center staff. - Provides feedback to call center team leaders and managers.

Handling daily operation: make sure correct procedures are followed and routinely give directions to the team on what to do and how to improve. Motivating: encourage them to take their positions seriously and work hard to build a loyal customer base. Hiring and Training staff. Evaluating Performance: monitor how the team members are performing. Think of ways to increase productivity and customer satisfaction. Report to the higher management about the observations by written documented.

Answering phones from customers professionally and responding to customer inquiries and complaints. Providing customers with the organization’s service and product information. Processing forms, orders, and applications requested by the customers. Identifying, escalating priority issues, and reporting to high-level management. Following up complicated customer calls where required. Completing call notes and call reports as necessary and updating them in the CRM