Summary
Overview
Work History
Education
Skills
Websites
References
Training
Languages
Timeline
Generic
Seheli Afrin

Seheli Afrin

Glenfield,NSW

Summary

A skilled computer engineer professional with more than 07 years of experience and the ambition to become an expert and a top performer, achieving all the skills to be a future leader where I can contribute to the organization and help grow it faster. But for the next 02 years, I am looking for a retail job to obtain customer-facing experience to enrich my professional life.

Overview

11
11
years of professional experience

Work History

Senior Engineer

Bkash Limited
04.2021 - 11.2023
  • Responsible for providing technical support 24/7 to all business operations of customer service
  • Monitor and analyze the system [CC] metrics to maintain optimal performance for all portals
  • Investigate, diagnose, and troubleshoot system and portal-related issues and escalate the unresolved issues to concerned teams as per SOP
  • Configure and enable services in the system as per stakeholder requirements
  • Perform CR execution, functional UAT, and sanity for new as well as existing solutions
  • Analyze the complaint tickets and resolution through the ticketing tool within the agreed SLA
  • Assist the teams with internal and external audits
  • As a Business Analyst, need to review business requirement documents and new service support formulation to ensure optimized CS support and negotiate with stakeholders.
  • Negotiate the new business strategy before implementation and provide technical operational support to achieve the project timeline.
  • Collaborated with cross-functional teams, ensuring a cohesive approach to business analysis.
  • Enhanced stakeholder engagement through effective communication of complex data and insights.
  • Ensured adherence to regulatory requirements by staying abreast of industry standards and best practices.
  • Implemented Agile methodologies within project teams, increasing overall adaptability and responsiveness.
  • Performed risk assessments on potential projects to determine feasibility and viability before moving forward with implementation plans.

Engineer

Bkash Limited
04.2016 - 03.2021
  • Monitored the entire call flow and shared the detailed report to supervisors every day.
  • Settled the entire call center components like IVR and escalate issues to third-party service providers promptly
  • Set up outbound calling and proactive outreach calls to customers' data and report to relevant stake
  • Prepared IVR quarterly billing reports and share them with concern teams
  • Responsible for managing call center user access.
  • Coordinated cross-functional efforts to successfully implement new technologies into existing systems.
  • Evaluated vendor proposals for equipment procurement, selecting optimal solutions based on performance requirements.
  • Established strong working relationships with clients through exceptional communication skills, fostering trust and collaboration.
  • Resolved critical issues during system integration phases, ensuring seamless transitions between design iterations.
  • Wrote, reviewed, and edited technical documents by template requirements.

Customer Manager

Robi Axiata limited
01.2013 - 04.2016
  • Follow up with VIP customers regularly & persuade them to avail of new value-added services
  • Served customers over phone call
  • Executed customer requests (start/stop value-added services)
  • Managed emerging customer complaints and queries professionally and handle tough conversations
  • Handled MNO recharge-related issues
  • Boosted customer retention rates through exceptional problem-solving skills and relationship-building efforts.

Education

Master of Information Technology

Charles Darwin University
Sydney, NSW

BSc in Computer Science and Engineering -

International University of Business Agriculture And Technology (IUBAT)
12.2014

Higher Secondary Certificate (HSC) -

Muslim Girls High School & College
04.2010

Secondary School Certificate (SSC) -

N.N. Pilot Girls High School
03.2008

Skills

  • People-Centric
  • Team Leader
  • Communication
  • Negotiation
  • Problem Solver
  • Microsoft Office
  • Stakeholder Management
  • Business Process Improvement
  • Project Management
  • Process Optimization
  • Operations Analysis
  • Operational Reporting

Websites

References

  • Mohammad Azmal Huda, Chief Product and Technology Officer, Bkash Limited, 01711505450
  • Utpal Kanti Das, Professor & Chairman, IUBAT, 01819199419

Training

  • Web Development (HTML, CSS, PHP, JAVA), 6 months, Cyber Hosting, 2014
  • Anti Money Laundering Investigation workshop, bKash Limited by Forensic Training Institute, CID, Bangladesh Police, Dhaka, and bKash special speaker Mohammad Abul kalam Azad Commander Head of Bangladesh CID, 2019
  • Effective Communication and Negotiation training, 2020
  • Cyber Security Awareness, 2017
  • TAGPAY training, 2017
  • Anti-Money Laundering and Combating the Financing of Terrorism (AML & CFT), 2016

Languages

Bengali
Native or Bilingual
English
Full Professional
Hindi
Limited Working
Urdu
Limited Working

Timeline

Senior Engineer

Bkash Limited
04.2021 - 11.2023

Engineer

Bkash Limited
04.2016 - 03.2021

Customer Manager

Robi Axiata limited
01.2013 - 04.2016

Master of Information Technology

Charles Darwin University

BSc in Computer Science and Engineering -

International University of Business Agriculture And Technology (IUBAT)

Higher Secondary Certificate (HSC) -

Muslim Girls High School & College

Secondary School Certificate (SSC) -

N.N. Pilot Girls High School

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Seheli Afrin