Md. Ashadul Islam
AI Workflow Automation Specialist | Business Operations | Customer Experience | Project Management · Bangladesh, Dhaka
Details
Gender
Male
Age range
25-34
md.a••••••••••••••@•••••.com
Phone
•••••••2227
Address
Dhaka,•••••••••••
Experience
Manager, Service Delivery Lead · Genex Infosys PLC
Oct 2022 – Present
- Leading multiple operations (Telecom,
- back-office, MFS, Government Project,
- Edtech, Motorbike).
- • People management & performance
- review.
- • Sales leads analysis and setting up the
- targets.
- • Liaison/follow-up with internal and
- external stakeholders to ensure all
- deliverables.
- • Process re-engineering & SOP design.
- • Transition & optimization in cost
- efficient manner.
- • Business review projection.
Assistant Manager · Genex Infosys PLC
Jan 2021 – Sep 2022
- Form and develop business KPI
- parameters.
- • Adding effective insights in business
- review.
- • Supervise/coach Team Leads, QAs &
- Trainers to ensure governance in running
- operations.
- • People Management and improve
- efficiency.
- • Performance review.
- • Shape and set model of new
- operations onboard from all aspects
- (Ops, QA & Training).
- • Implementing new ideas to enhance
- service delivery.
- • Assisting HR to hire new staff and
- design plan to onboard.
- • Watch over hourly, daily, weekly,
- monthly, quarterly & yearly
- ops/quality/training reporting by Ops
- or MIS/WFM.
- • Help organization in instigating new
- policy.
Specialist · Genex Infosys PLC
Jan 2019 – Dec 2020
- • Client communication.
- • Escalation handling.
- • Identifying improvement areas.
- • Adding effective insights in business
- review.
- • Monitoring daily activities of all Agents/TL
- to ensure seamless service delivery.
- • People Management.
- • Team building, coaching, providing
- feedback.
- • Preparing action plans.
- • Implementing new ideas to enhance
- service delivery.
- • Assisting HR to hire new staff and
- design plan to onboard.
- • Credential Management.
- • Daily MIS report reading.
Executive, Quality Assurance · Genex Infosys PLC
Jan 2018 – Dec 2018
- Auditing the call quality and task quality
- executing by CSA, Team Leader call
- evaluation,
- • Ensuring the desired service level,
- Customer satisfaction evaluation, Error
- reporting to the management.
Customer Service Officer · Genex Infosys PLC
Jan 2014 – Dec 2017
- • Inbound Call Handling,
- • Identify customer’s problem in
- depth, troubleshooting.
- • Raising complaint in
- accordance with the problem,
- in call resolution.
Education
B.Eng · BTEC
2013 – 2017
Skills
About
Results-driven professional with 10+ years of experience across BPM, business operations, customer experience, project management, sales lead management, client management, perform...
Results-driven professional with 10+ years of experience across BPM, business operations, customer experience, project management, sales lead management, client management, performance management, quality assurance, training and development, transition, and process optimization. Proven track record of leading local and global projects, improving operational efficiency, developing high-performing teams, and driving customer and business outcomes. Currently building hands-on expertise in AI workflow automation and UX/UI design, with a strong focus on applying technology to streamline processes and enhance customer experiences. Seeking opportunities to leverage my operational leadership, process optimization, and emerging AI capabilities to deliver measurable business impact.
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