malaz ahmed

As a Call Center Supervisor, I started by handling daily customer calls and later transitioned to overseeing daily operations and team performance. My responsibilities include:

Monitoring agent performance to ensure high-quality service and professional handling of customer inquiries.
Managing monthly schedules, ensuring sufficient staffing based on our event calendar to handle call volume.
Training new agents to maintain a skilled and efficient team.
Monitoring call quality to ensure customer satisfaction and resolve issues.
Updating and managing our website bot, training it with necessary information to respond to customer inquiries, and reviewing unanswered questions daily to ensure future resolution.

 Meet with customers who have financial issues, and find a suitable rescheduling plan for them.
 Apply for liability certificate for customers.
 Issue CHQs to settle the customer liabilities in other banks

 Handling inbound calls from customers and provide the needed service like applying for loans (car, house, credit card, & cash loans), giving details about their accounts ( balance, transactions and statement), registering complaint, follow up complaints, help the customer to subscribe to different online, mobile banking channels, and provide them with all information regarding branches & ATM locations
 Outbound calls for customers who have online requests or questions registered in the bank website
 I worked on shifts as a call center agent (morning, afternoon, evening) as we should be providing 24/7 service.

Answering customer calls who are inquiring about room prices and reservations, making reservations, and entering guests details in CID system .

 Sending emails & reports
 Entering applicant’s data to the banking system
 Answering calls
 Managing the data entry team