Hasibur Rahman

Results-driven E-commerce and Digital Marketing professional with over 10 years of experience in the telecom, fintech, and digital commerce sectors. Demonstrated expertise in performance marketing on platforms such as Meta and Google Ads, along with proficiency in data analytics using GA4 and GTM. Strong track record of enhancing conversion rates and optimizing customer journeys while successfully leading high-performing teams to achieve significant revenue growth.

Committed to leveraging data-driven strategies to elevate brand presence and maximize business impact.

Senior Executive - Excel Electronics Ltd.

(2024-11)

Department- E-Commerce

• Manage end to end operations of all business verticals under digital commerce portfolio include Excel & Rimlo Electronics.
• Craft Meta marketing campaign & implement. ( Increase conversion rate by 25% , Page like/engagement 35 %, Reduced CPA by 22%,Improved sales growth by 13%, Increase ROAS 4x )
• Manage daily e-commerce operations including product upload, stock updates, query management and order fulfillment.
• Plan and implement offers, promotions, and campaigns for own platform & market place (Daraz, Pickaboo, Sara)
• Manage platform performance, budgets, and vendors ensuring ROI and alignment with business goals.
• Lead Generations and Meta Marketing /Google Ads /Campaign Design / Data Scraping Facebook Pixel, Conversion API, GTM & GA4 Server side Tracking.

Customer Service & Digital Marketing Team Lead - MoveOn Technologies Ltd.

(2022-09 - 2024-10)

Department- Customer Experience & Digital Marketing

• Designed and enforced customer support and call center quality standards to ensure optimal customer satisfaction.
• Monitored and evaluated customer service interactions to ensure adherence to quality standards and continuous improvement up to 80 %.
• Reviewed support interactions based on established internal standards and crafted comprehensive quality assurance policies.
• Analyzed customer support processes and devised strategies to optimize key performance indicators and achieve 75 %.
• Delivered specific training and consistent support to empower agents in achieving optimal performance up to 70 %.
• Developed and executed engaging online marketing campaigns focused on attracting customers and increasing revenue up to 28 %.
• Analyzed customer behavior to refine journey and increase online sales conversions via personalized shopping experiences and focused promotional efforts.
• Achieved successful lead generation by implementing effective marketing campaigns on Google Ads and Meta platforms.
• Enhanced conversion tracking through strategic data scraping and integration of Facebook Pixel with GTM and GA4.

Area Manager at Offline Merchant - SSL COMMERZ Ltd.

(2020-12 - 2021-08)

• Ensure excellence in execution in Retail Merchant Acquisition up to 90 %.
• Lead, manage, develop and assess Territory Officers (TO) & Merchant Acquisition Specialist (MAS).
• To ensure daily visits to retail stores as per PJP and send visit feedback with a report to HOD.
• Monitored team performance to improve productivity and results.
• Regular market visit to address competitor activity, operational disputes & resolved the dispute promptly.
• Ensure perfect and fast implementation of the company's activity (visibility tools, launches, loyalty programs).
• Daily & Ad hoc reporting to HOD.

Agent Administration Officer - Deligram Technology Ltd.

(2020-01 - 2020-11)

• Plan in coordination with Marketing and Sales the support for all new launches & existing agents.
• Develop performance improvement plan for the sales team to meet performance goals 85 %.
• Maintain & increase the standards of customer service & sales orders up to 80 %.
• Monitor compliance performance indicators for each customer such as lead time, fulfillment rate on-time fulfillment up to 90 %.
• Develop and monitor an efficient HUB operation and HUB manager's performance.
• Collect all kinds of HUB operation reports & evaluate (Shipment, Agent & SKU wise Delivery rate, Hub Expense, Petty cash, Daily Attendance).
• Mitigate all kinds of dispute resolution. (Operational, Customer Complain, Refund, HUB Operation, Delivery)

Report & Analysis Executive (E-commerce) - Robi Axiata Ltd.

(2019-02 - 2020-01)

Department- IOT & Product Innovation ( Digital Service )

• Maintaining Daily Sales & Stock Report including National Distributor, In-Transit, Channel, and Corporate Sales Department.
• Sales Data Analysis, Reporting, and Planning.
• Preparing Dashboard to provide Reports to superior Management.
• Generating, Maintaining, Consolidating, and Tracking various Reports.
• Other Duties & Responsibilities as assigned by the Management from time to time.

Call Center Officer - E-Zone HRM Ltd. (bKash Call Center)

(2014-10 - 2019-01)

Department - Customer Service ( Call Center )

• Manage large amounts of incoming calls and correspondence in a professional and timely manner.
• Handled complex customer complaints and ensured timely resolution.
• Use judgment to find creative solutions to resolve customer issues.
• Address customer needs and requests with a positive and can-do attitude.
• Meet Key Performance Indicator expectations (average speed of answer, handle time, first contact resolution) up to 85 %.
• Work with the team in a professional & collaborative manner.
• Escalate customer complaint to Technical Department.

Junior Officer - bKash Ltd.

(2014-07 - 2014-09)

Department - Customer Service ( Call Center )

• Manage large amounts of incoming calls and correspondence in a professional and timely manner.
• Handled complex customer complaints and ensured timely resolution.
• Use judgment to find creative solutions to resolve customer issues.
• Address customer needs and requests with a positive and can-do attitude.
• Meet Key Performance Indicator expectations (average speed of answer, handle time, first contact resolution) up to 85 %.
• Work with the team in a professional & collaborative manner.
• Escalate customer complaint to Technical Department.

Customer Manager - Grameenphone Center Franchise

(2010-04 - 2014-05)

Department - Customer Service & Sales

• Achieve monthly sales target given by the company.
• Provide one-stop Customer Service.
• Different types of customer objection handling.
• Ensure sales of different vendor products according to customer demand as per company guidelines.
• Promote different types of VAS & promotions to customers.
• Inventory management at day closing.
• Manage regular and on-demand reports according to business.

Bachelor Degree - National University (2009)

HSC - Humanities - Sathkira Day Night College (2005)

SSC - Humanities - Sathkira P.N High School (2003)