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.
• 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.