Associate Manager, Monitoring & Quality, Alternate Banking,Retail Banking
Brac Bank Ltd
Total years of experience :4 years, 2 Months
ATM Monitoring
1. Select the problematic ATM’s with problem categories, based on the ABH downtime log report.
2. Calculate the Downtime for each & every ATM on daily basis.
3. Add various parameter such as machine type, Vendor type etc.
4. Communicate with the concern person regarding longtime Down ATM.
5. Request mail feedback from the ATM Service center regarding Longtime down ATM’s.
6. Analyze the feedback & find out the actual reason behind the ATM down.
7. Monitoring all the ATM’s & ensures maximum uptime from them.
8. Provide feedback to the other Department regarding any issues from the ATM service center.
9. Contact with the IT, Network, Cards & EBS, ABH regarding ATM down, which will ensure maximum uptime of all ATM’s.
Call Center Quality Assurance
1. Evaluation of Agents call based on different queries.
2. Monitoring the performance of the GSE’s & provides session regarding their mistakes.
3. Evaluate the product knowledge standard by performing mystery shopping.
4. In-depth Monitor of the weaker agents individually.
5. Monitoring and maintaining an effective KPI system, find out the agents Improving areas to ensure call center quality service.
6. Monitor the IVR & Inbound call data on regular basis, to reduce call abundances.
7. Monitor customer queries based on call disposal & improve its quality.
Main Job Tasks and Responsibilities
* Answer calls professionally
* Respond to customer inquiries
* Research required information using available resources
* Handle and resolve customer complaints
* Provide customers with product and service information
* Enter customer information
* Process orders, forms and applications
* Identify and escalate priority issues
* Route calls to appropriate resource
* Follow up customer calls where necessary
* Complete call logs
* Produce call reports
* In depth study of market research with capable of using SPSS
* Research work in brand project development
* Project work on New business development
* Project on Supply Chain Management process in Bangladesh
Internship
Workplace: GSK (GlaxoSmithKline)
Providing Marketing Research and feedback on strategy building for the upcoming products of GSK.
Project Topic: New Vaccine Business Development
Masters of Business Administration (MBA) Probable finish 2013 Concentration-Marketing CGPA- 3.62 in scale of 4.00
Bachelor Of Business Administration (BBA) Concentration-Marketing CGPA-2.80 in scale of 4.00