Business Analyst

Key Achievements

• Designed and implemented a task management system for a team of 15+ members, enabling prioritisation of high-impact work and improving task completion rate.
• Identified 3 key monetisation opportunities (e.g., club subscriptions, event promotion, partnerships), contributing to the foundation of a revenue model for student services.
• Led analysis and redesign of the MyUniClub website, improving user flows and content structure to create a more intuitive experience, targeting a 20% – 25% improvement in user engagement post-launch.
• Collaborated with product and development teams to translate requirements into clear user stories and workflows, reducing back-and-forth and improving delivery speed by 15% – 20%.
• Developed onboarding strategy and pitch materials for student clubs, supporting outreach and contributing to early platform growth.
• Represent and uphold WeSmile’s values by applying user-centric thinking, promoting community impact, and ensuring student needs remain central to product decisions.

Business Analyst

Key Achievements

• Coordinated delivery of 2 concurrent startup client projects (max capacity model), ensuring milestone adherence across 6–8 week MVP cycles, improving on-time delivery from 3 out of 4 sprints to 7 out of 8 sprints (12.5% improvement).
• Supported MVP-based product development approach, helping reduce initial product release timelines from 10 weeks to 7 weeks (≈30% faster) by prioritizing core features aligned with startup growth goals.
• Streamlined communication in a high-touch client environment, decreasing revision cycles from 6 rounds to 4 rounds per deliverable (≈33% reduction) while maintaining alignment with user-centric design principles.
• Assisted in resource coordination across limited project capacity, improving team utilization from 70% to 82% (≈17% increase) without exceeding the company’s low-client, high-focus delivery model.
• Supported quality assurance in MVP releases, reducing post-launch issues from 12 to 7 per project (≈42% reduction) by ensuring early validation and iterative testing.

Customer System Management & Project Specialist

Key Achievements

• Reduced customer-facing system incidents from 82 (2019), to 49 (2020), to 41 (2021), achieving an overall 50% reduction over two years, by strengthening monitoring and vendor coordination.
• Managed SLA across 3 major vendors and 2 call center partners, improving SLA compliance from 5% to 9% (Average for each).
• Ensured 99.9% system availability for call center platforms supporting millions of customer interactions, reducing downtime from ~9 hours/month to ~3 hours/month (≈67% reduction).
• Acted as SPOC for Customer Service systems, reducing issue resolution turnaround time from 6 hours to 3.5 hours (≈42% faster).
• Led delivery of 3+ large-scale customer system projects by maintaining 100% on-time delivery.

Business Analyst

Key Achievements

• Led implementation of Role-Based Access Control (RBAC) for 1500+ users, reducing access provisioning time from 5 days to 1 day (≈80% reduction) while eliminating unauthorized access incidents (100% compliance achieved).
• Delivered CRM 360° platform enabling unified customer view, reducing process steps from 10 steps to 4 steps (≈60% reduction) and cutting dependency on 9 legacy tools (≈67% reduction).
• Evaluated and optimized business processes, improving operational efficiency by reducing manual intervention in key workflows from ~45% to 20% (≈55% improvement).
• Led “Zero Defect” project for customer service resulted maximum uptime for systems.

Associate Business Analyst (formal title: Senior Executive)

Key Achievements

• Monitored real-time performance of customer service systems handling high daily call volumes (100K+ interactions/day), reducing system alert response time from 15 minutes to 8 minutes (≈47% faster).
• Improved end-to-end SLA adherence across multiple internal teams from ~85% to 93% (≈9% improvement) through proactive escalation and coordination.
• Supported continuous service availability, contributing to reduction of service disruption incidents from ~60/year to 38/year (≈37% reduction).
• Successfully conducted system training for 470+ new agents.

Customer Manager

Key Achievements

• Handled customer interactions while consistently meeting KPIs: Adherence above 90%, Sales 97% and First Call Resolution (FCR) 86%.
• Reduced Average Handling Time (AHT) from 320 seconds to 270 seconds (≈16% reduction) while maintaining service quality.
• Mentored 20+ new joiners and prepared them to serve customers maintaining all quality factors (Sympathy, Empathy, FCR etc.).

Master of Business Administration (MBA) - Global Business

Completed with Merit Distinction

President

• Grew the association from 6 to 85+ active members (≈1300% growth) by driving structured recruitment and engagement initiatives, strengthening community presence.
• Led planning and delivery of 4+ large-scale cultural and community events (including Iftar and Bengali New Year), attracting 100–200+ attendees per event and improving member participation.
• Built and managed a cross-functional committee of 8–12 volunteers, improving coordination and increasing on-time event execution.