Career Objective:

Committed to joining a progressive environment to enhance the market utility of products through strategic amendments and operational excellence. I aim to achieve this by leveraging my comprehensive wisdom profile and qualified management skills, thereby making a substantial contribution to the company’s sustained development.

Career Summary:

An accomplished professional with a demonstrated aptitude for enhancing business ventures by proactively seizing opportunities and expertly evaluating risk factors. I possess superior communication and interpersonal skills, enabling me to forge and maintain positive, lasting relationships with critical business contacts and customers. My leadership is characterized by strong charisma and the ability to inspire confidence in both senior management and clients, underpinned by robust analytical capabilities and a dedicated team-oriented mindset.

Special Qualification:

Expertise in General Management, encompassing comprehensive knowledge of Banking, Customer Service excellence, strategic Sales and Marketing initiatives, efficient Branch and Retail Banking operations, and impactful Public Relations management.

Employment History:

Total Year of Experience: 17.6 yrs

1. General Manager – Customer Service & Revenue (0.7 yr)
   (3 Nov 2024 – Continuing)

Duties/Responsibilities:

• Supervising the daily operations of the customer service department
• Creating a reliable customer loyalty program
• Setting customer service goals for team members and helping them reach those goals
• Interacting with customers and handling customer queries and complaints promptly
• Maintaining relationships with profitable customers
• Making weekly and monthly reports and surveys
• Staying current on the latest industry trends and techniques
• Finding ways to measure customer satisfaction and improve services.
• Managing a team of customer service staff.
• Communicating courteously with customers by telephone, email, letter and face-to-face
• Investigating and solving customers` problems, which may be complex or long-standing problems that customer service assistants have passed on
• Issuing refunds or compensation to customers
• Keeping accurate records of discussions or correspondence with customers
• Analyzing statistics or other data to determine the level of customer service your organization is providing
• Improving customer service procedures, policies and standards for your organization or department.
• Meeting with other managers to discuss possible improvements to customer service.
• Being involved in staff recruitment and appraisals.
• Training staff to deliver a high standard of customer service.
• Oversees the daily operations of the customer service department, leading customer service agents in successfully achieving company initiatives.
• Essential responsibilities include training agents, retaining customers, and coordinating with other department heads.
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits follow up to ensure resolution.
• Keep records of customer interactions, process customer accounts and file documents. Follow communication procedures, guidelines and policies.
• Set, meet, and exceed goals by providing customers with excellent service and helping motivate their team to do the same using key metrics.
• Customer service objectives to Customer Service Representatives and other department personnel, compiling data to make assessments of their department’s progress and coordinating with upper management to find ways to enhance their customer service objectives among their employees.

2. Head of Operations, Chattogram (0.8 yr)
   (1 Jan 2024 – 17 Oct 2024)

Navana Real Estate Limited
Area of Expertise:
Customer and Supplier Handling (0.8 yr), Management and Buyer Handling (0.1 yr), Operation management (0.1 yr)

Duties/Responsibilities:
Strategic Leadership:

• Develop and execute overarching strategic vision, ensuring alignment with the company`s mission, goals, and objectives. • Implement innovative strategies that drive sustainable growth, maintain a competitive edge, and expand our presence in the luxury real estate market in Bangladesh. • Stay abreast of market trends, conduct thorough market analysis, and identify opportunities for market expansion and diversification to meet evolving customer preferences. Sales and Profitability Management:
• Lead the development and execution of comprehensive marketing programs that drive sales, maximize profits, and enhance market presence. • Set sales objectives, establish cost-efficient strategies, and forecast budgets while identifying key benchmarks for performance evaluation. • Analyze sales performance data, assess market dynamics, and implement proactive measures to optimize customer experience, improve conversion rates, and drive revenue growth.Land Acquisition and Development:
• Oversee land acquisition strategies, identifying potential opportunities for expansion, development, and diversification of our real estate portfolio. • Conduct thorough due diligence on land parcels, analyzing market feasibility, zoning regulations, environmental factors, and other relevant parameters. • Collaborate with legal and finance teams to negotiate and secure land acquisition deals, ensuring compliance and mitigating risks. • Develop and maintain relationships with landowners, brokers, and stakeholders to identify and secure strategic land assets. Financial Management:
• Develop and manage marketing budgets, ensuring efficient allocation of resources to achieve business objectives and maximize return on investment. • Conduct financial analysis, monitor revenue and expenses, and implement measures to optimize financial performance. • Provide regular reports on financial and business performance, strategic developments, and growth opportunities. Team Leadership and Development:
• Lead and inspire a high-performing team, providing guidance, mentorship, and support to achieve departmental and organizational goals. • Foster a culture of innovation, collaboration, and continuous improvement, encouraging professional growth within the team. Ad hoc Assignments:
• Undertake additional assignments assigned by the management team to address emerging business needs and support organizational objectives.

3. General Manager – Head Of Operation (0.8 yr)
   (27 Apr 2023 – 18 Dec 2023)
   

Rancon FC Properties Ltd.
Area of Expertise:
Business Development (0.7 yr), General Management (0.7 yr)

Duties/Responsibilities:

• Implement innovative strategies that drive sustainable growth, maintain a competitive edge, and expand our presence in the luxury real estate market in Bangladesh.
• Stay abreast of market trends, conduct thorough market analysis, and identify opportunities for market expansion and diversification to meet evolving customer preferences.
• Lead the development and execution of comprehensive marketing programs that drive sales, maximize profits, and enhance market presence.
• Set sales objectives, establish cost-efficient strategies, and forecast budgets while identifying key benchmarks for performance evaluation.
• Analyze sales performance data, assess market dynamics, and implement proactive measures to optimize customer experience, improve conversion rates, and drive revenue growth.
• Oversee land acquisition strategies, identifying potential opportunities for expansion, development, and diversification of our real estate portfolio.
• Conduct thorough due diligence on land parcels, analyzing market feasibility, zoning regulations, environmental factors, and other relevant parameters.
• Collaborate with legal and finance teams to negotiate and secure land acquisition deals, ensuring compliance and mitigating risks.
• Develop and maintain relationships with landowners, brokers, and stakeholders to identify and secure strategic land assets.
• Develop and manage marketing budgets, ensuring efficient allocation of resources to achieve business objectives and maximize return on investment.
• Conduct financial analysis, monitor revenue and expenses, and implement measures to optimize financial performance.
• Provide regular reports on financial and business performance, strategic developments, and growth opportunities.
• Lead and inspire a high-performing team, providing guidance, mentorship, and support to achieve departmental and organizational goals.
• Foster a culture of innovation, collaboration, and continuous improvement, encouraging professional growth within the team.
• Undertake additional assignments assigned by the management team to address emerging business needs and support organizational objectives.

4. Starting as a Wealth Manager and Lastly SAVP & Branch Manager (10.2 yrs)
   (17 Feb 2013 – 24 Apr 2023)

The City Bank Ltd
Area of Expertise:
Branch Banking (10.2 yrs), Branch Management (0.8 yr), Branch Operation (0.8 yr)

Duties/Responsibilities:
Formulate sales and service strategy for the branch to ensure business growth and smooth functioning of the Branch

• Set strategies and allocate agreed targets to different members of the branch to achieve branch sales targets.
• Attend business review meetings with branch people and evaluate meetings with reporting line.
• Ensure business growth of the branch year on year and promote the sales and service culture through coaching, guidance and staff motivation.
• Ensure cross-selling of bank products to confirm business growth.
• Achieve individual and branch sales goals through new business sales, referrals and retention of account relationships.
• Drive process improvement to bring service improvement. Ensure smooth function of the branch on a daily basis
• Administer full service of the Branch including operations, lending, product sales, customer service, and security and safety in accordance with the Bank`s objectives.
• Ensure proper implementation of SLAs with different departments and communicate any gaps to the concerned people.
• In case of temporary absence of branch operational personnel, authorize all non-cash & non-financial transactions.
• In case of temporary absence of authorizer (senior most person of CS group), authorize all cash transactions.
• Drive the company culture in the branch to ensure unity of purpose and fulfillment of the bank`s Vision, Mission & Values.
• Ensure leadership, training and supervision for the branch staff.
• Ensure regular product knowledge and service skills improvement for the branch staff to ensure efficiency. Maintain and build relationships with existing and potential clients to bring business growth
• Establish and maintain strong relationships with existing and potential clients.
• Demonstrate sound customer service, communication, reasoning, and relationship management skills.
• Ensure customer complaints and queries are dealt with accurately and timely.
• Resolve disputes with customers and between members of the branch team to ensure a proper working environment.
• Arrange feedback sessions with the branch team for getting ideas and motivate them accordingly for business growth.
  Ensure Branch operations are compliant with the relevant rules and regulations and internal policies
• Implement and maintain proper control and standards for all branch-related activities as per the agreed process.
• Ensure audit observations are dealt with due importance and are regularly followed.
• Ensure proper control to avoid further audit observation and improve the audit rating of the branch year on year.
• Periodic and surprise checks of cash activities to ensure proper control.
• Ensure GAP compliance in every area of branch operations and service

5. Starting as an Executive, Sales and Marketing and Lastly Manager, Sales and Marketing (5.1 yrs)
   (8 Jan 2008 – 19 Jan 2013)

Building Technology & Ideas Ltd
Area of Expertise:
customer services (1.7 yrs), Marketing (1.7 yrs), Sales (1.7 yrs)

Duties/Responsibilities:
The job with Sales Department:

• Sales Boosting initiatives -Project Wise or overall, which includes Event / Promotion Planning and generating Creative Ideas.
• Initiating a smart approach to market communication.
• Market & Product study to forecasting future product demand-Location Wise & Market Demand Wise.
• Initiating Corporate Linkage & Communication.BR# Supervising and Ensuring smart & proper attention to the walk-in Prospects (Both at the office and Site)
• Dealing with priority prospects on a weekly basis or as per situation demand.BR# Monitoring, and guiding the sales team in achieving the departmental sales target.
• Training Sales People (weekly/as and when required) BR# Supervise all priority prospects and involve directly with at least 4 priority prospects per fortnight, which were matured from client dealings by the team and referred by Asst.Manager-Sales.
• Meeting with a different company or reference groups at least 4 in a month to enhance corporate relations in coordination with the team.
• Conduct seminars in the different corporate bodies or in the social community at least once a month to create positive hype for BTI through Social Awareness Program in coordination with the sales team and marketing department.
  Coordination Job with Marketing Department:
• Coordination with Marketing Dept. for initiating Paper advertisement (Feedback &comments for upgrading or tuning)
• Coordinating Project branding along with Brand & site people to take care of fencing & Project Sign/Cleaning & Maintenance.
• Competitions Project visit and initiating the improvement of Specification as per Market Demand.

Academic Qualification:

Exam Title	Concentration/Major	Institute	Result	Pas.Year	Duration
Master Of Business Administration (M.B.A.)	Finance & Banking	Southern University of Bangladesh, Chittagong	CGPA:3.63 out of 4	2010	One Year And Eight Months
B.Sc. (Hons)[4 years]	Physics	University of Chittagong	CGPA:3.22 out of 4	2008	4 years
HSC	Science	Nangalkot Hasan Memorial Degree College	First Division, Marks :72.1%	1998	2 years
SSC	Science	Heashakha Bazar High School	First Division, Marks :71.1%	1996	10 years

Training Summary:

Training Title	Topic	Institute	Country	Location	Year	Duration
Product Knowledge on City Islamic	City Islamic Banking product	The City Bank Ltd	Bangladesh	Chittagong Club, Chattogram	2022	1 Day
Anti-Money Laundering (AML) and Relevant Audit Issue	Anti-Money Laundering (AML) and Relevant Audit Issue	The City Bank Ltd	Bangladesh	Agrabad,Chattogram	2022	1 Day
Fake Note Detection	Fake Note Detection process	The City Bank Ltd	Bangladesh	Chittagong Club, Chattogram	2022	1 Day
Islamic Banking Branch Champion	City Islamic Banking product and Services	The City Bank Ltd	Bangladesh	City Bank, Agrabad Branch, Chattogram	2021	1 Day
Internal Control & Compliance in Banks	Internal Control & Compliance process flow	The City Bank Ltd	Bangladesh	City bank Head Office, Gulshan, Dhaka	2017	1 Day
Internal Control & Compliance in Banks	Internal Control & Compliance process flow	The City Bank Ltd	Bangladesh	City Bank Head office, Gulshan , Dhaka	2016	1 Day
Anti Money Laundering and Combating of Terrorist Financing	Anti Money Laundering and Combating of Terrorist Financing	The City Bank Ltd	Bangladesh	City Bank Head Office, Gulshan, Dhaka	2015	1 Day
Excellence in Customer Experience	Excellence in Customer Experience	The City Bank Ltd with EMC	Bangladesh	City Bank Head Office, Gulshan, Dhaka	2013	04 Days
Priority Banking Functional Skill Development Program	Priority Banking Functional Skill Development	The City Bank Ltd (Retail Product Development Team)	Bangladesh	City Bank Head Office, Gulshan, Dhaka	2013	08 Days
Foundation Training Course For the Officers of The City Bank Limited	Overall Banking Products and Services	Bangladesh Institute of Bank Management (BIBM)	Bangladesh	Mirpur, Dhaka	2013	12 Days
Workshop on Standard Chartered Home loan	Home loan products and Services	Standard Chartered Bank	Bangladesh	SCB, Agrabad Branch, Chattogram	2011	01 Day
DBH Home Loan Orientation Program	Home loan products and Services	Delta BRAC Housing Finance Corr. Ltd (DBH)	Bangladesh	DBH GEC Office, Chattogram	2009	01 Day
Computer Application	Computer Office program	Global	Bangladesh	Farmgate, Dhaka	2006	3 Months
Oracle 9i Database Management	Oracle Database Management	Bangladesh Computer Council (BCC)	Bangladesh	GEC, Chattogram	2005	3 Months

Career and Application Information:

Looking For :	Top Level Job
Available For :	Full Time
Preferred Job Category :	General Management/Admin,Marketing/Sales,Customer Service/Call Centre
Preferred District :	Chattogram, Cumilla, Dhaka
Preferred Country :	Bahrain, Malaysia, Oman, Qatar, United Arab Emirates
Preferred Organization Types:	Multinational Companies,Real Estate,Group of Companies

Skill:

Fields of Skill	Description
* Retail Banking * General Banking * Islamic Banking * Branch Management * Branch Operation * Sales & Marketing * Customer Service * General Management * Financial Products/ Services * Marketing * Revenue Management	Extensive knowledge of operations and general management. Ability to interpret financial data as needed to set organizational goals. Excellent organizational skills and attention to detail. Excellent written and verbal communication skills.

Extra-Curricular Activities:

Actively engaged in leadership roles within various social initiatives during academic pursuits, demonstrating a consistent commitment to community service. I continue to seek opportunities for meaningful volunteer contributions.

Language Proficiency:

Language	Reading	Writing	Speaking
Bengali	High	High	High
English	Medium	Medium	Medium
Hindi	Low	Low	Medium

Personal Details:

Father’s Name :	Syed Abdul Wahab
Mother’s Name :	Mst Nurjahan Begum
Date of Birth :	10 May 1980
Gender :	Male
Height (Meter) :	1.55
Weight (Kg) :	67
Passport No :	A11874425
Passport Issue Date :	8/10/2023
Marital Status :	Married
Nationality :	Bangladeshi
Religion :	Islam
Permanent Address :	Apt # C7, S A Garden, 43, Arakan Road, Kapashgola, Chawkbazar, Langalkot, Nangalkot, Cumilla 3580
Current Location :	Chattogram
Blood Group :	O+

Reference (s):