Atikur Rahman

• Promoted to Team Lead to oversee daily operations, monitor agent performance, and
ensure strict adherence to international service standards.
• Guided and mentored a team of support agents, providing regular feedback to optimize call
quality and resolve complex customer escalations.
• Handled high-tier, sensitive inquiries regarding insurance policies, claims, and coverage
options with precision and confidentiality.
• Analyzed team performance data to streamline workflows and improve overall efficiency.
• As Agent: Delivered exceptional front-line support, handling incoming queries, answering
policy questions, and maintaining a high customer satisfaction rating.

• Managed and maintained cloud-based client records for companies, trusts, partnerships,
and sole traders, ensuring regular data accuracy.
• Monitored software subscriptions, keeping the client subscription list meticulously updated
while removing discontinued accounts.
• Drafted a wide range of professional written communications, business documents, and
performance reports.
• Handled business documentation, project timelines, and team scheduling.

• Managed high-volume incoming customer calls, providing instant solutions regarding
product queries, quality complaints, and general feedback.
• Maintained strict adherence to organizational call-quality standards, handling critical or
escalated customer scenarios with effective conflict-resolution skills.
• Utilized self-supervision and performance management techniques to consistently meet
daily service KPIs.

• Handled international client inquiries and logged communications accurately via CRM.
• Managed outbound sales and marketing promotional campaigns.

• Exceeded monthly sales KPIs and optimized showroom profitability through proactive
customer relationship building.
• Managed floor staff training, visual merchandising, and inventory costs