October 1, 2018 - March 1, 2023
Digital Solutions & Service Manager
Led the development and deployment of multiple enterprise-grade digital solutions, streamlining operations and enhancing customer experience across Banglalink’s B2B domain.
Key Projects & Contributions:
B2B Solutions:
- Auto SMS Attendance System: Enabled automated employee attendance tracking based on predefined office locations without the need of SMS.
- Field Force Locator: Real-time tracking of on-ground personnel.
- Mobile Ads & SMS Broadcast: Segmented SMS marketing and mass communication campaigns.
Customer Service & Operational Tools:
- Refund Feature for Frontline Agents: Simplified refund processing through digital workflows.
- TPMO Web Portal: Centralized project and operation management dashboard.
- CRM (MinSAT): Custom CRM for frontline customer agents, improving service efficiency.
Process Automation (RPA):
- Digitized and automated key business processes including:
- Payment & invoice processing
- Lease and electricity bill management
INMS – Integrated Network Management System:
- Alarm Monitoring: Real-time tracking for BTS, TX Nodes, and critical infrastructure.
- Smart Ticketing: Auto-generated tickets based on matured alarm thresholds (e.g., Mains Fail: 3 hrs, Low Voltage: 10 min).
- Notifications & Ticket Updates: Integrated SMS/email alerts; ticket updates via USSD.
- Comprehensive Reporting:
- Payment & invoice processing
- Lease and electricity bill management
Additional Projects:
- Business Gateway: Platform for Interactive IVR and multi-channel integrations.
- Customer SMS Communication System: Personalized new customer engagement.
- Automated Bill Invoice System: End-to-end automation of bill generation and delivery.
- Stolen Incident Record System: Centralized tracking and analysis of incident reports.
- Capex Tool: Streamlined capital expenditure tracking, including budgets, line items, PR/PO management.
