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A.A.M. ABDUL HANNAN
Address: Kha-73/1 (4th Floor),TalertekRoad,Khilkhet,Dhaka-1229
Mobile No 2 :01610001458
e-mail : munna11@gmail.com, abdul.hannan@digicontechnologies.com
Career Objective:
To work within an organization offering dynamic professional environment which will help me to achieve the goals of the
organization and simultaneously enhance my skills and knowledge.
Career Summary:
1. Working at Digicon Technologies Ltd. from 19th February,2015 as Team Leader MIS .
2. Worked at Digicon Technologies Ltd. from 25th May,2014 to 18th February,2015 as Team Leader,Call center process.
3. Worked at Digicon Technologies Ltd. from 1st October,2011 to 24th May,2014 as CRO.
4.Worked at Airtel Bangladesh Ltd. from 14th June,2009 to 30th September,2011 as Customer Service Executive.
5.Worked at Citycell from 21st January,2008 to 4th May,2009 as Telesales Agent.
Employment History:
Total Year of Experience : 9.1 Year(s)
1. Team Leader - MIS ( February 19, 2015 - Continuing)
Digicon Technologies Ltd.
Company Location : Dhaka
Department: MIS
Duties/Responsibilities:
# Manage all data of different business Processes
# Prepare daily and monthly productivity reports
# Prepare agents roster for duty with respect to incoming calls landing pattern analysis
# Analysis of agent`s performance data and prepare Agent Performance Report
# Analysis of data by various metrics to generate different dashboards
# Design and develop various types of reports as per management's requirement
2. Team Leader ( May 25, 2014 - February 19, 2015)
Digicon Technologies Ltd
Company Location : Dhaka
Department: Operations, Call center
Duties/Responsibilities:
1.Disseminate information to the staff to ensure correct updates to the customers.
2 .Analyze the volume of calls, answered as well as abandoned calls on daily basis to ensure defined Service Levels are
achieved and work towards reduction of repeat calls.
3.Monitor and evaluate the performance of team Agents and provide them with the feedback.
4.Resolve escalated customer issues that are not being solved by the inbound Agents.

2. 5.Conduct monthly job related quiz for the inbound call centre agent, prepare monthly score cards and present it to the call
centre management.
6.Audit call and system workflows and submit report to Manager CRM.
7.Suggest innovative ways to improve work processes and technology.
8.Monitor the breaks, log in / logout schedules of staff along with occupancy status.
9.Prepare and submit monthly reports.
3. Customer Relationship Officer ( October 1, 2011 - May 24, 2014)
Digicon Technologies Ltd.
Company Location : Dhaka
Department: Operations
Duties/Responsibilities:
1.To provide highest quality of service to the customers over the phone; 2.To keep abreast with the latest information w.r.t
the products, policies and procedures of the company in order to handle customer queries and complaints effectively and
efficiently; 3.To provide feedback to the Team Leader on issues and challenges w.r.t his/her job and suggest solutions;
Perform other duties as
4. Customer Service Executive ( June 14, 2009 - September 30, 2011)
Airtel Bangladesh Ltd
Company Location : Dhaka
Department: Customer Care
Duties/Responsibilities:
1.To provide highest quality of service to the customers over the phone;
2.To keep abreast with the latest information w.r.t the products, policies and procedures of the company in order to handle
customer queries and complaints effectively and efficiently;
3.To provide feedback to the Team Leader on issues and challenges w.r.t his/her job and suggest solutions;
Perform other duties as assigned.
5. Telesales Agent ( January 21, 2008 - May 4, 2009)
City Cell(PBTL)
Company Location : Dhaka
Department: Customer Care
Duties/Responsibilities:
Contact with customer over phone,inform about product, package,special offers and to convince to buy product
6. Point In-charge ( February 1, 2007 - July 31, 2007)
Banglalink
Company Location : Dhaka
Department: Customer Care
Duties/Responsibilities:
1.Smooth point operation
2.Provide information about product and promotion offers,face -to-face customer support.
Academic Qualification:
Exam Title Concentration/Major Institute Result Pas.Year Duration
BSS(4 Years Hons.) Economics
Shahjalal University of
Science & Technology
CGPA:3.15
out of 4
2007 4 years
HSC Science
Hazi Muhammad Mohsin
College,Chittagong
First Division,
Marks
:64.6%
2000 -
SSC Science NGFF School,Sylhet
First Division,
Marks
:78.7%
1998 -

3. Training Summary:
Training Title Topic Institute Country Location Year Duration
Leadership 360
Degree Training
Hiring,People
Management,Operations
Management
OnTrack Bangladesh Dhaka 2014 5 Days
Banglalink Point Staff
Skill Development
Product,Maintanace,Problem
solving
Banglalink
GSM(Orscom
holdings ltd.)
Bangladesh
Tigers'
Den,Gulshan-
1,Dhaka
2007 3 Days
Professional Qualification:
Certification Institute Location From To
Leadership 360 Degree Digicon Technologies Ltd Dhaka
September 1,
2014
September 5,
2014
Career and Application Information:
Looking For : Mid Level Job
Available For : Full Time
Present Salary : Tk. 34000
Expected Salary : Tk. 38000
Preferred Job Category : Data Entry/Operator/BPO, Customer Support/Call Centre
Preferred District : Anywhere in Bangladesh.
Preferred Country :
New Zealand, Norway, Saudi Arabia, South Africa, Australia, Canada, Finland,
Oman, United Arab Emirates
Preferred Organization Types : Telecommunication, Manufacturing (FMCG), BPO/ Data Entry Firm, NGO,
Development Agency, Multinational Companies, Embassies/Foreign Consulate, Hotel,
Airline, Direct Selling/Marketing Service Company, Call Center, Cellular Phone
Operator
Specialization:
Fields of Specialization Description
 Customer Support/Client Service
 Tele Marketing
 Telecommunication Products & Services
 Consumer Durables - Sales & Marketing
 MIS/CIS
Language Proficiency:
Language Reading Writing Speaking
Bengoli High High High
English High Medium High
Personal Details :
Father's Name : A.K.M. Sayeduzzaman
Mother's Name : Begum Rafiqua Zaman
Date of Birth : August 14, 1982
Gender : Male

4. Marital Status : Married
Nationality : Bangladeshi
National Id No. : 2696402481580
Religion : Islam (Sunni)
Permanent Address : Ghagra,Purbadhala,Netrakona
Current Location : Dhaka
Reference (s):
Reference: 01 Reference: 02
Name : Eng. A.Kha.Md. Emdad Hussain Zubier Morshed
Organization : Waste Recycling Project Airtel Bangladesh Ltd
Designation : Project Director Business Manager Customer Service
Address : Chittagong City Corporation
AsaTower(10th floor),23/3,Block-B,khiljee
road,Shaymoli,Dhaka.
Phone (Off.) :
Phone (Res.) :
Mobile : 01817758409 01610001251
E-Mail : engr_hussain@hotmail.com zubier.morshed@bd.airtel.com
Relation : Relative Professional