Mamunur Rashid

- Lead the bank's multi-skilled inbound/outbound Contact Center across 24/7 shifts. - Delivered the full setup: solution procurement, IVR design, CRM, ticketing escalation matrix and SOPs. - Integrated with Core Banking, Card Management, Digital and Agent Banking. - Own service level, AHT and abandon targets, QA/calibration, vendor SLAs and Bangladesh Bank ICT Security compliance. - Use AI tools and agents for reporting and analysis; built ccessential.com by directing AI.

- Managed rosters, leave, shift patterns and swap reconciliation to match staffing to call demand. - Monitored inbound and outbound calls for accuracy, demeanor and policy compliance; gave targeted coaching. - Developed Contact Center modules and MIS; prepared and analysed KPIs for management review. - Handled the most complex escalations via the eMatrix CRM; ran refresher sessions, monthly quizzes and VOC feedback calls.

- Managed daily floor operations against service level, abandoned ratio and average speed of answer targets. - Designed the IVR tree with TPIN-based self-service for general banking, card, NRB, SME and trade services. - Introduced a CTI screen integrated with core banking and card software for a one-stop customer view. - Built the escalation matrix, the Service Process Manual and the CSE KPI evaluation module. - Nominated "Face of the Day" twice.

- Handled inbound and outbound calls on accounts, cards, loans and other banking services, resolving queries, requests and complaints. - Logged every inquiry, request and complaint in the iLog system and escalated priority issues. - Met Contact Center quality and productivity metrics while recommending suitable bank products.

- Resolved customer product and service problems end to end: diagnosis, solution, account adjustment and follow-up. - Opened and maintained customer accounts and processed financial adjustments. - Prepared product and service reports from customer data and recommended new offerings to management.