Hello, I'm
Operations & Customer Experience leader with 12+ years of expertise in scaling high-volume contact centers, BPO ecosystems and e-commerce operations across South Asia.
I am an operations and customer experience leader whose leadership philosophy is grounded in a simple truth: sustainable results come from empowered people and well-designed processes.
Currently serving as Manager—Buyer Ops (CXP) at Daraz Bangladesh (Alibaba Group), I lead end-to-end operations for one of South Asia's largest e-commerce platforms. I focus on aligning strategy with execution—driving category-level growth, strengthening governance and ensuring seamless experiences across millions of customer interactions.
Previously at Genex Infosys, I directed large-scale operations that enhanced response times, elevated client relationships and achieved 99%+ SLA compliance. By integrating Lean Six Sigma and Agile methodologies with people-centric leadership, I cultivated environments where teams thrive while consistently meeting business objectives.
My career journey spans frontline customer service, retail sales with Samsung & Huawei, and operational leadership for digital platforms such as foodpanda, BIGO, Likee and imo.
End-to-end operations management for multi-channel support programs with 350+ FTEs, achieving 99%+ SLA compliance.
Designing seamless customer journeys across e-commerce platforms, driving CSAT improvements and reducing escalations.
Green Belt practitioner applying data-driven methodologies to streamline workflows and achieve 20% AHT reduction.
Managing regional BPO partners with clear SLAs, quality benchmarks and performance reviews across multiple sites.
Driving category-level growth at Alibaba Group (Daraz), aligning buyer expectations with seller performance at scale.
Building BI dashboards for real-time performance monitoring, improving reporting efficiency by 70%.
Designing training programs that reduce onboarding time by 30% and drive measurable business impact.
Certified in Project Management with expertise in Agile methodologies, stakeholder engagement and change management.
National University, Bangladesh
2014 — 2019Notre Dame College
2011 — 2013I thrive in dynamic, fast-paced environments where operational excellence and customer trust go hand in hand. Let's discuss how I can bring value to your organization.