khalid Talukder

As an accomplished and results-driven professional, I bring together operational expertise and software development skills to create customer-centric solutions. With a solid track record in call center technology, operations, people management, and customer data analysis, I have successfully deployed strategic initiatives to elevate operational efficiency, boost customer satisfaction, and optimize overall performance.

Employment Deputy Manager, METLIFE BANGLADESH Dhaka, Bangladesh. 10/2017 to Present. 1. Strategic Planning: • Collaborate with senior management to set business strategies. • Analyze market performance and identify potential risks. • Contribute to corporate objectives and procedures aligned with the organization’s mission and vision. 2. Technical Support: • Provide technical assistance for call center software and hardware (IVRs, ACDs, CRMs, analytics). • Ensure smooth workflow, scheduling, and forecasting. 3. Optimize performance metrics. • Team Leadership and Performance Evaluation: • Lead and manage a dynamic call center team of 80 professionals. • Coach talent, foster teamwork, and evaluate performance. 4. Data Analysis and Reporting: • Analyze call data to identify trends and improve service quality. • Prepare and present reports to senior management. 5. Salesforce and MetLife Agent Portal Management: • Oversee MetLife Agent portal, SMS, and customer portal data. • Ensure efficient utilization of Salesforce tools. Education Daffodil International University Dhaka, Bangladesh. 03/2016 to 12/2017. Master of Management Information System. Capstone: Developing a Data-Driven Customer Acquisition Strategy for IHELPBD. Patuakhali Science and Technology University, Barisal, Bangladesh. 01/2012 to 12/2015. Bachelor’s degree in computer science & Engineering (CSE) Capstone: Transformed PSTU's exam processing with an automated result system. Skills MANAGEMENT: • Project Planning and Execution • Team Coordination and Collaboration • Resource Allocation and Budgeting • Workflow Optimization • Performance Evaluation and Improvement • Strategic Planning • Process Improvement • Decision-Making • Stakeholder Management COMMUNICATION: • Verbal and Written Communication • Interpersonal Skills • Active Listening Software Engineer, MYOLBD, Dhaka, Bangladesh. 02/2016 to 09/2017 1. Solution Design and Integration: • Collaborated with software development and testing teams to create resilient solutions. • Seamlessly integrated third-party tools and components into applications. • Developed a customer relationship management (CRM) system. 2. Data Analysis and Strategic Insights: • Conducted in-depth data analysis for call center operations. • Delivered valuable insights to management, influencing strategic decisions. 3. Software Management and Enhancement: • Managed, modified, and updated call center software. • Actively contributed to the implementation of new features. 4. Project Planning and Execution: • Transformed customer requirements into meticulously crafted project plans. • Bridged the gap between vision and action, ensuring project success. IT TRAINNER, PDBF Barisal, Bangladesh. 06/2015 to 12/2015 • Developed engaging training programs for staff. • Provided one-on-one coaching and support to staff, overcoming technical challenges and ensuring efficient technology utilization. • Developed comprehensive training materials, including manuals, tutorials, and video guides, for ongoing reference and knowledge retention.

Daffodil International University Dhaka, Bangladesh. 03/2016 to 12/2017. Master of Management Information System. Capstone: Developing a Data-Driven Customer Acquisition Strategy for IHELPBD. Patuakhali Science and Technology University, Barisal, Bangladesh. 01/2012 to 12/2015. Bachelor’s degree in computer science & Engineering (CSE) Capstone: Transformed PSTU's exam processing with an automated result system.