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Mohammad Tanvir Hossain
Looking for a jobCustomer Support Specialist
BPO operations professional and remote team leader improving QA, conversion, and dialer performance.
BangladeshCustomer Support Specialist at Voice Panda LLC
About
I’m a results-driven BPO operations professional with 4+ years managing remote call center teams, inbound/outbound campaigns, and client accounts for US-based businesses. I was promoted twice based on performance—from telesales agent to QA Analyst to Team Lead—while consistently delivering measurable improvements.
I own end-to-end operations across time zones, monitoring KPIs and leading agent coaching through QA scoring and structured feedback. I configure and manage predictive dialers, including Vicidial, and support campaign performance by handling setup, data filtering/lead list cleaning, connectivity monitoring, and escalation resolution.
My approach blends process discipline (SOPs, documentation compliance, and CRM workflows) with client-focused communication and expectation alignment. I’m comfortable operating independently and using performance reporting to identify service gaps and implement corrective actions.
Experience
Customer Support Specialist
Managed US customer inquiries across phone, email, and live chat to deliver consistent first-contact resolution. Onboarded and trained new team members on support workflows and CRM standards, cutting ramp-up time by ~30%, while maintaining 100% documentation compliance.
Customer SupportFirst Contact ResolutionsSOP DevelopmentMultichannel Support
QA Analyst & Dialer
Scored and monitored agent calls daily against quality, compliance, and engagement benchmarks. Improved individual performance metrics within 30 days by delivering structured 1-on-1 coaching, and managed Vicidial predictive dialer campaigns while reducing wasted dials by filtering/cleaning lead lists before launch.
VICIdialCampaign ManagementPerformance CoachingCompliance Reporting
Telesales Team Leader & Dialer
Led day-to-day outbound operations for a remote team supporting US clients Greenwatt LLC and Solar Sesame, serving as the real-time account point of contact. Built Vicidial campaigns from scratch, resolved live drop-off issues, and developed training materials that reduced onboarding time and improved early-stage conversion, while monitoring KPIs daily and applying corrective actions.
Education
Khilgaon Model College
Currently pursuing a Bachelor of Business Administration (BBA) at Khilgaon Model College since 2020.
Currently pursuing a Bachelor of Business Administration (BBA) at Khilgaon Model College since 2020.
Khilgaon Government High School
Completed the Higher Secondary Certificate (HSC) at Khilgaon Government High School from 2017 to 2019.
Completed the Higher Secondary Certificate (HSC) at Khilgaon Government High School from 2017 to 2019.