Md. Zia Sajid

Implementation of AML(Anti Money Laundering) Solution for BRAC Bank Plc.

Features Covering
1. Transaction Monitoring
2. Name Screening
3. KYC & CDD
4. Regulatory Reporting
5. GoAML
6. AI(Artificial Intelligence)& ML(Machine Learning)
7. Custom Reporting
8. Case Management

Key Product(s)
1. Oracle OPSAA Financial Crime Compliance Management
2. Oracle Data Integrator
3. Oracle Analytics Server

Core Activities:
1. RFQ Preparation
2… আরও দেখান

Implementation of AML(Anti Money Laundering) Solution for BRAC Bank Plc.

Features Covering
1. Transaction Monitoring
2. Name Screening
3. KYC & CDD
4. Regulatory Reporting
5. GoAML
6. AI(Artificial Intelligence)& ML(Machine Learning)
7. Custom Reporting
8. Case Management

Key Product(s)
1. Oracle OPSAA Financial Crime Compliance Management
2. Oracle Data Integrator
3. Oracle Analytics Server

Core Activities:
1. RFQ Preparation
2. RFQ Evaluation
3. Solution Selection
4. Vendor Onboarding
5. SI Onboarding
6. Implementation Architecture finalisation
7. Agreement, NDA Sign-off
8. Implementation planning and PM onboarding

System Integrator: PwC Bangladesh
Local Partner: Genex Infosys
কম করে দেখান

Implementation of Cash Management Solution in BRAC Bank PLC, First-ever full blown solution for Corporate and Emerging Corporate and SME Clients. Solution comprises of

- Payment Management ( IFT, BEFTN, RTGS, SWIFT, NPSB and many more)
- Collect Management ( Cash, House Cheque, Local Cheque, OTC Collection, Hub Based Collection and Many more)
- Virtual Account Management with Reconciliation
- Liquidity Management
- Bill Payments and Collections
- Service Management
-… আরও দেখান

Implementation of Cash Management Solution in BRAC Bank PLC, First-ever full blown solution for Corporate and Emerging Corporate and SME Clients. Solution comprises of

- Payment Management ( IFT, BEFTN, RTGS, SWIFT, NPSB and many more)
- Collect Management ( Cash, House Cheque, Local Cheque, OTC Collection, Hub Based Collection and Many more)
- Virtual Account Management with Reconciliation
- Liquidity Management
- Bill Payments and Collections
- Service Management
- Digital Compass for 360 View
- Help Desk
- API Suite
- Advanced Analytical Modules
- Many more exciting features for Bank’s Client base

With this implementation directly integrated ESB along with Core Banking platform.

Drive this project as the Project Manager.

Vendor : Nucleus Software Private Limited
Solution: FinnAxia Platform
Local Partner: Thakral কম করে দেখান

Analyze and identify the analysis, reporting requirement PAN Bank.
1. Identify the AS-IS Status
2. Formulating the To-Be requirements
3. Gap Assessements
4. Roadmap Planning
5. Tools & Resource Requirement Planning
6. COE Planning
7. Cost Assessments and many more

Consultant Partner : PwC

New revenue stream for Bank, Implementation of Supply Chain Financing Solution with capabiiities of
PO Financing, Invoice Financing, Dealer Financing, Factoring, Reverse Factoring from frontend, backend and many more.

Solution & Implementation Partner : Nucleus Software Private Limited

Universal Banking App aims to provide most robust mobile banking solution for Brac Bank Customer. Core Objective of this project is to revamp the existing web based internet banking application and replaced with Robust, state of earth use friendly mobile banking solution with exposure to Web, Android and Apple platform.

Role : Program Manager
OEM : Clayfin

Role : Project Manager
OEM : Genesys
Implementation Partner : SmartConnect India
Local Partner : ADN Technologies

Project Value : Approx 95 Million BDT ( 1.2 Million USD )

Scope of Delivery:
- 8 Layer IVR with 90 IVR Port
- 90 Inbound Agent / 120 Outbound Agents
- 5 Business Process Groups
- Multimedia Feature Ready ( Email, Chat, Co-Browsing, SMS )
- Mobile Engagement Feature Ready
- 30++ integration with various banking software ecosystem
- PCI-DSS… আরও দেখান

Role : Project Manager
OEM : Genesys
Implementation Partner : SmartConnect India
Local Partner : ADN Technologies

Project Value : Approx 95 Million BDT ( 1.2 Million USD )

Scope of Delivery:
- 8 Layer IVR with 90 IVR Port
- 90 Inbound Agent / 120 Outbound Agents
- 5 Business Process Groups
- Multimedia Feature Ready ( Email, Chat, Co-Browsing, SMS )
- Mobile Engagement Feature Ready
- 30++ integration with various banking software ecosystem
- PCI-DSS Compliant
- Production + DR Implementation & Many more

Success Story:
- 1st time Migration of any project with ZERO Downtime & ZERO Defect কম করে দেখান

Core acitivities
- Work as a Program Manager to drive 4G Readiness Program
- Participate in building up 4G Strategy
- Translate 4G Strategy in 26 Working Projects
- Ensure Collaboration among various project team, inline with 4G Strategy
- Regular Program update with COO, 4G Core Team & Management Committee
- Participate in Budget Calculation and disbursment
- Market Storming Planning and Customer Service Readiness
- 4G Ecosystem Buildup drive
- 4G related training… আরও দেখান

Core acitivities
- Work as a Program Manager to drive 4G Readiness Program
- Participate in building up 4G Strategy
- Translate 4G Strategy in 26 Working Projects
- Ensure Collaboration among various project team, inline with 4G Strategy
- Regular Program update with COO, 4G Core Team & Management Committee
- Participate in Budget Calculation and disbursment
- Market Storming Planning and Customer Service Readiness
- 4G Ecosystem Buildup drive
- 4G related training roll out


Critical Success Factors
- Star Performer of Market Operations Q3, 2017 for 4G Program establishment
- Conduct strategy induction session with 4G Execution Teams
- Conduct 4G Workshop along with Ericsson and Huawei

Outcome:
- Robi has successfully launched 4G across all over the country ahead of any mobile operators in Bangladesh

Role: Program Manager কম করে দেখান

Key Responsibilities
- Drive War-Room in line with CEO
- Drive Market Operations Campaign Execution
- Drive Campaign Revenue in 2 Digit Billions BDT
- Transform actions into results

Achievements
- 100% Campaign executions in 6(Six) consecutive Quarters Q2,2016 to Q2, 2016 compared to 81% in Q1,2016
- Secure Revenue achievement

Key Success Story
- Nominated for Guiding principle Champion ( I Can, I will ) in Q3, 2016

Drive Market Operations Cost Excellence Program

Key Achievement
- 110% CEP Achievement against Target

Ensuring Robi employee participation in Biometric Re-Registration drive in line with management direction.

Achievement
- 100% Completion of Employee Registration
- Ensuring registration for Employee Friends and families
- Drive Bio-metric registration for 70++ Institutions

Revenue Driven Program combination of 5(Five) separate program/projects focusing on

Go to Market Drive,
Smartphone Drive,
Churn Reduction,
High Value Customer Retention,
Enhance Revenue and so on.

Achievement : 110% Revenue against the target

Micro Marketing & BI tool enhancement consists of activities of 5(Five) different departments.
Collaboration with all the department to collect requirement, vendor evaluation and delivery on time was my main role as project manager. This tools rolled out through-out the country for more than 200++ users.

Project Cost Estimated around USD 0.25 Million - execution completed only with USD 0.0375 Million.

Key Success Factor
Cost avoidance : 85% (USD 0.212 Million)

Upgrade of existing Warehouse to Store URF paper as per BTRC Compliance.
Ensuring smooth storage and retrieval mechanism

Achievements
- Completed project with-in due time with stipulated budget, creating excess capacity for URF storing.

Before establishment of CBiO Program - CBiO was running as 2(Two) distinct project with no risk & issue highlighted to management. As per direction from Management CBiO program was established to highlight process status and focused drive.

Assignment : Program Manager

Delivering an program Peripheral IT systems Integration, and Consultancy Support for that includes both Development and Integration for the following Application Outsourcing projects:

• Billing and Invoicing… আরও দেখান

Before establishment of CBiO Program - CBiO was running as 2(Two) distinct project with no risk & issue highlighted to management. As per direction from Management CBiO program was established to highlight process status and focused drive.

Assignment : Program Manager

Delivering an program Peripheral IT systems Integration, and Consultancy Support for that includes both Development and Integration for the following Application Outsourcing projects:

• Billing and Invoicing System Upgrade and Integration
• Interconnect Billing System SWAP
• Mediation System SWAP & Downstream nodes Integration
• Middleware and Provisioning System Enhancement and Integration
• Data warehouse and Revenue Assurance System Integration

I have established this program - ensured program governance, later handed over this to Md. Ruhul Islam on April 2015 for completing the delivery. কম করে দেখান

As a part of Business Transformation activities - Risk & Issue Management forum was established.

Roles & Responsibilities
- Identify the Accenture Risk & Issue Management Practice
- Consult with Accenture Central team on Risk & Issue Related training
- Establishment of forum to regular review 37 Application Outsourcing Project, 11 Infrastructure Outsourcing Projects, 5 Telenor Projects and Other Internal Projects. Resolution of Issue / Mitigation plan for high risk.
-… আরও দেখান

As a part of Business Transformation activities - Risk & Issue Management forum was established.

Roles & Responsibilities
- Identify the Accenture Risk & Issue Management Practice
- Consult with Accenture Central team on Risk & Issue Related training
- Establishment of forum to regular review 37 Application Outsourcing Project, 11 Infrastructure Outsourcing Projects, 5 Telenor Projects and Other Internal Projects. Resolution of Issue / Mitigation plan for high risk.
- Highlight Risk & Issue through Management reporting
- Rollout Training

Key Success Stories
- Regular Risk & Issue Management practice established
- Reduced overall risk & issue in Accenture Bangladesh
- More than 50+ Risk & Issue Managers participate in risk identification and strategy formulation
- Cognos reporting কম করে দেখান

As a part of business transformation activity - Program Management Office was established for monitoring and controlling 37 Application Outsourcing Project, 11 Infrastructure Outsourcing Projects, 5 Telenor Projects, Sales Funnels

Major Program / Projects Includes
- Program Convergence Billing in One ( CBiO Phase-I & Phase-II )
- Program Nucleus ( Largest IT Infrastructure Outsourcing Program )
- Project Chicago ( HR Service Outsourcing ) and many more

Key Success… আরও দেখান

As a part of business transformation activity - Program Management Office was established for monitoring and controlling 37 Application Outsourcing Project, 11 Infrastructure Outsourcing Projects, 5 Telenor Projects, Sales Funnels

Major Program / Projects Includes
- Program Convergence Billing in One ( CBiO Phase-I & Phase-II )
- Program Nucleus ( Largest IT Infrastructure Outsourcing Program )
- Project Chicago ( HR Service Outsourcing ) and many more

Key Success Stories
- Regular update share with Management on various projects
- Expedition of overall execution
- Accenture Industrialization Drive কম করে দেখান

Grameenphone IT Limited was acquired by Accenture. As a part of Business Transformation activity I have closely involved in this activity to enable my team faster adoption of tools, technique and Accenture Delivery Methodology.

My responsibility was
- Participation in Business Transformation
- Ensuring all team members adopts and practice ADM ( Accenture Delivery Methodology )
- Identify online learning item Accenture learning sites
- Writing Blogs and participate in… আরও দেখান

Grameenphone IT Limited was acquired by Accenture. As a part of Business Transformation activity I have closely involved in this activity to enable my team faster adoption of tools, technique and Accenture Delivery Methodology.

My responsibility was
- Participation in Business Transformation
- Ensuring all team members adopts and practice ADM ( Accenture Delivery Methodology )
- Identify online learning item Accenture learning sites
- Writing Blogs and participate in various FGD discussion
- Monitoring, controlling and execution of adaptation activities
কম করে দেখান

Nucleus is the largest Infrastructure Outsource Drive in Bangladesh. Nucleus consist of Infrastructure outsourcing of 4(Four) Telenor Opcos.

I was responsible for this Program Support.

Major Roles & Responsibilities
- Follow up action items with Delivery Lead
- Consolidate Readiness updates
- Drive Daily War Room
- Ensure all program deliverables achieved on time in line with Accenture leadership directives

Accenture Internal audit team perform audit on all Application Outsourcing, Infrastructure Outsourcing Projects and other related services. I was the project manager to drive this internal audit readiness drive.

Key Roles & Responsibilities
- Formation of Accenture Bangladesh Audit Team
- Identify Risk & Issues
- Highlight Risk & Issue to Management Forum
- Mitigation Strategy and Resolution plan finalization
- Prepare Accenture Bangladesh for successful Audit

Key… আরও দেখান

Accenture Internal audit team perform audit on all Application Outsourcing, Infrastructure Outsourcing Projects and other related services. I was the project manager to drive this internal audit readiness drive.

Key Roles & Responsibilities
- Formation of Accenture Bangladesh Audit Team
- Identify Risk & Issues
- Highlight Risk & Issue to Management Forum
- Mitigation Strategy and Resolution plan finalization
- Prepare Accenture Bangladesh for successful Audit

Key Success Stories
- Accenture Bangladesh successfully passed the internal audit with minor observations কম করে দেখান

This tools was designed to get rid of low the response rate of SMS based NPS Survey by using human less voice based survey tools. This tool was designed in such way that it collect the leads from DWH using organization defined BI logic and connect subscribers to conduct the survey. Based on subscriber feedback it will produce final report to further analysis.

Objective:
1. Increase significant response rate.
2. Reduce TCO atleast 5%.

Achievements:
1. Increase… আরও দেখান

This tools was designed to get rid of low the response rate of SMS based NPS Survey by using human less voice based survey tools. This tool was designed in such way that it collect the leads from DWH using organization defined BI logic and connect subscribers to conduct the survey. Based on subscriber feedback it will produce final report to further analysis.

Objective:
1. Increase significant response rate.
2. Reduce TCO atleast 5%.

Achievements:
1. Increase response from 7.4% to 33.6%
2. Saved 70 KUSD CAPEX by choosing Open source platform (Asterisk, PHP)
3. Achieved 95% Testcase success rate on 1st iteration.
4. Achieved 98% CSI score. কম করে দেখান

Accenture Bangladesh provide consultancy and support to Bangladesh Railway to upgrade their existing copper based telecommunication system to IP Based Communication system. This project was designed to modernize their old TC (Train Control) and STS (Station Control) System.

High Level Solution Requirements

The Train Control (TC) It can be considered as a system, where way-side stations under 1 train controller can make duplex call to that train controller individually and train… আরও দেখান

Accenture Bangladesh provide consultancy and support to Bangladesh Railway to upgrade their existing copper based telecommunication system to IP Based Communication system. This project was designed to modernize their old TC (Train Control) and STS (Station Control) System.

High Level Solution Requirements

The Train Control (TC) It can be considered as a system, where way-side stations under 1 train controller can make duplex call to that train controller individually and train controller has point-to-multi point duplex voice call option for multiple points (stations). These way-side stations can make voice call only with train controller, but unable to call other stations. Train Controller can make multi-party/group call or conference call with portion/full of total way-side stations connected, whenever required.

Station-to-station (STS), It provides point-to-point duplex voice call between immediate station(s). Other stations not immediate adjacent stations are not allowed to call through STS..

Assignment : Consultant

Role and Responsibilities
- Analysis client RFQ requirements
- Prepare customized Solution Demo using open source platform Asterisk
- Prepare Solution Proposal in the area of technology design, solution costing, resource planning
- Partner Management
- Implementation Support
- Service Delivery Modality for Operational Support কম করে দেখান

Roles & Responsibilities:
• Work as a ISO Related Team Lead for Enterprise System
• Service Area Covered : Contact Center, CRM, Business Intelligence and Sales Management Systems
• Process Areas: Change, Release, Service Level, Configuration, Problem, Incident, Availability, Capacity, Business continuity, Supplier Relation management
• Worked with Cross-functional team to identify practice gap
• Performing Regular Communication with ES head, Service Owner and Process Owner
•… আরও দেখান

Roles & Responsibilities:
• Work as a ISO Related Team Lead for Enterprise System
• Service Area Covered : Contact Center, CRM, Business Intelligence and Sales Management Systems
• Process Areas: Change, Release, Service Level, Configuration, Problem, Incident, Availability, Capacity, Business continuity, Supplier Relation management
• Worked with Cross-functional team to identify practice gap
• Performing Regular Communication with ES head, Service Owner and Process Owner
• Improvement Scope Identification, Implementation and alignment
• Participate in Service Audits কম করে দেখান

EDWH is one of the biggest Data warehouse implementation project in Grameenphone. Accenture was the key integrator in this overall project.

Assignment : Project Support

Roles & Responsibilities
- Worked as a coordinator from Enterprise Solution
- Explaining various data point to integrator teams
- Providing Business Logics
- Sample Data Readiness, Credential Mapping, Flat files mapping
- Ensure smooth data availability
- Automation of the file based reporting

bKash is the world’s #2 and #1 in Bangladesh for promoting Mobile Banking in Bangladesh. Last couple of years company has seen an immense growth in their number of customer with that increased need of providing customer service. With 60 IVR and 40 Human Agents, bKash project worth $180K USD. This is an Avaya Based implementation.

Roles & Responsibility
• Participate in Pre-Sales activity
• Participate in knowledge sharing and understanding session with bKash
• Participate in… আরও দেখান

bKash is the world’s #2 and #1 in Bangladesh for promoting Mobile Banking in Bangladesh. Last couple of years company has seen an immense growth in their number of customer with that increased need of providing customer service. With 60 IVR and 40 Human Agents, bKash project worth $180K USD. This is an Avaya Based implementation.

Roles & Responsibility
• Participate in Pre-Sales activity
• Participate in knowledge sharing and understanding session with bKash
• Participate in Requirement Understanding, feasibility study
• Preparing the Design based on requirement Understanding
• IVR Flow Development using Avaya Aura Orchestra Designer
• Worked as a project Delivery Manager
• Lead the team during deployment Phase
• CMMI Process alignment
• Project Implementation
• Project Handover

Solution Implemented
• G430 Media gateway, Avaya Communication manager 6.3, CMS R16.3
• Avaya Experience Portal (IVR) 6.3, Avaya Enablement Service (AES)
• Workforce Management-Avaya Call Recorder (ACR)
• Ticketing Solution
• CRM Solution কম করে দেখান

Enterprise Solutions Teams is one of the pioneers in implementing Open Source base call center applications in Accenture.

Through out the Years we have implemented several Asterisk Based Call Center / Drishti Solutions in Bangladesh in various service domains which includes

Assignment : Consultant

o Call Center Implementation of Multinet (Wimax Company)
o Call Center Implementation of Qubee (Wimax Company)
o Call Center Implementation of Pedrello Pump
o Call… আরও দেখান

Enterprise Solutions Teams is one of the pioneers in implementing Open Source base call center applications in Accenture.

Through out the Years we have implemented several Asterisk Based Call Center / Drishti Solutions in Bangladesh in various service domains which includes

Assignment : Consultant

o Call Center Implementation of Multinet (Wimax Company)
o Call Center Implementation of Qubee (Wimax Company)
o Call Center Implementation of Pedrello Pump
o Call Center Implementation of Southeast Bank

Roles & Responsibilities
o Providing expert support on Execution Planning / Solution Designing / Database Designing / Application Deployment

Almost total project values USD 0.15 Million. কম করে দেখান

The project Fusion is the first ever implementation of Oracle Fusion middleware in Grameenphone Ltd. The scope of the project, among many others, were migration of Service Activation Platform to the middleware platform.

Assigment : Project Delivery Lead ( Enterprise Application Migration )
Key Project Deliverables
- Architecture modification and finalization with Oracle for entire Exadata-Exalogic stack, along with networking and integration structure of the Exa equipments with… আরও দেখান

The project Fusion is the first ever implementation of Oracle Fusion middleware in Grameenphone Ltd. The scope of the project, among many others, were migration of Service Activation Platform to the middleware platform.

Assigment : Project Delivery Lead ( Enterprise Application Migration )
Key Project Deliverables
- Architecture modification and finalization with Oracle for entire Exadata-Exalogic stack, along with networking and integration structure of the Exa equipments with Oracle 10G switch.
- Deployment of Exadata-Exalogic-Exalytics with ACS as per implementation plan.
- Deployment of Exadata-Exalogic backup via Oracle ZFS S7420

Roles & Responsibilities
- Application platform readiness and integration to New Platfom.
- Align with core project teams
- Plan application Migration ensuring minimum downtime
- Co-ordinate with vendors
- Data integrity checkup
- Ensure Post migration support কম করে দেখান

Organization strategic project with an objective to gain the confidence of number one customer through rollout of proper service management practice. Overall project scope includes transformation of organizational behavior, significant service improvement, develop & implement structured process and mass awareness.

Roles & Responsibilities:
• Service Improvement planning and executing and Contribute in process improvement.

Prepare an IVR Call Flow to facilitate Training Module for Contact Center Employees.

Platform:
- Call flow design. Java VXML/URI
- Call flow implementation : Apache/Tomcat
- IVR platform : Sun Solaris
- Database : Oracle

Standard Chartered bank is the one of largest bank in Bangladesh with the biggest portfolio. We have an opportunity to implement call center in this bank using Avaya Contact Center Solution.

Roles & Responsibility
- Collect client requirement and based on that prepare Technical Document to RFQ Proposal.
- Prepare Technical Document and justification for BTRC approval.
- Select and manage external vendors.
- Implement the solution.
- Perform operation and ensure… আরও দেখান

Standard Chartered bank is the one of largest bank in Bangladesh with the biggest portfolio. We have an opportunity to implement call center in this bank using Avaya Contact Center Solution.

Roles & Responsibility
- Collect client requirement and based on that prepare Technical Document to RFQ Proposal.
- Prepare Technical Document and justification for BTRC approval.
- Select and manage external vendors.
- Implement the solution.
- Perform operation and ensure support.

Support Partner : Orange India | Avaya Inc
Solution Implemented :
o Avaya S8800 ( Linux Based Platform )
o Avaya Call Management System 5.0 ( Sun Solaris Based platform )
o Avaya Voice Portal ( Linux Based Platform )
o Avaya Orchestra Designer ( Java based platform with VXML/URI ) & Others কম করে দেখান

Biggest service transition take place in grameenphone via Shifting Data Center from Gulshan to Savar. Shift IT equipment's (specially Contact Center Components, Transmissions) from existing Data Center to new Data Center ( almost 30Km apart ).

Roles & Responsibility
- Plan & Execute the whole shifting process at minimum risk and downtime.
- Select and manage vendors, Insurance and other alignment.
- Identify dependencies and plan accordingly to minimize service… আরও দেখান

Biggest service transition take place in grameenphone via Shifting Data Center from Gulshan to Savar. Shift IT equipment's (specially Contact Center Components, Transmissions) from existing Data Center to new Data Center ( almost 30Km apart ).

Roles & Responsibility
- Plan & Execute the whole shifting process at minimum risk and downtime.
- Select and manage vendors, Insurance and other alignment.
- Identify dependencies and plan accordingly to minimize service interruption.
- Ensure smooth operation
Key Success Stories
Shifting of following components with minimum Service interruption
- Smooth Shifting of 52 Physical Servers
- 2 Blade Enclosures
- 16 Media Gateways = 8 Port Network ( Avaya G450 )
- 1 Dialer Switch
- Fax Components
- 51 ISDN/PRI Connectivity
- 4 Physical Access Switches কম করে দেখান

This is an automated tool where an outbound campaign can be designed, scheduled & run. Also, the IVR is integrated with OSB to invoke service requests to give real-time provisioning of customers' requests. Reporting & administrations are also included.

Assignment : Project Team Member

Solution Platform
- Asterisk Based Solution integrated with Oracle Service Bus(OSB)

The Project helps a leading IT company, owned by one of the largest European Telecom Company, to achieve ISO 20000:2005 and ISO 27001:2005 certification within record 8 months of time. The project involved designing and implementing 14 processes from scratch, conducting iterative workshops with process owners and service owners, Adopt and Adapt ITIL framework, constitute service management structure and develop service culture. It improves the overall management system of the company and works… আরও দেখান

The Project helps a leading IT company, owned by one of the largest European Telecom Company, to achieve ISO 20000:2005 and ISO 27001:2005 certification within record 8 months of time. The project involved designing and implementing 14 processes from scratch, conducting iterative workshops with process owners and service owners, Adopt and Adapt ITIL framework, constitute service management structure and develop service culture. It improves the overall management system of the company and works as a positive catalyst of the company’s overall business.

Roles & Responsibilities
- Alignment with Process Owners
- Tailor process document to ensure fit for purpose
- Ensure proper methods are followed for Service Design, Service Transition, Service Operations, Continuous Service Improvement in line with overall Service Strategy কম করে দেখান

Implement the International Call Center for Grameenphone Ltd in order to achieve the Inbound & Outbound Call Center Business from International Market.

Project Cost: USD 7 million

Roles & Responsibility:
- Prepare Technical Document and submit to Bangladesh Telecom Regulatory Authority for their approval for deploying the solution for IP Based International Call Center.
- Prepare Technical RFQ.
- Schedule the job to meet the Project timeline.
- Coordinate with… আরও দেখান

Implement the International Call Center for Grameenphone Ltd in order to achieve the Inbound & Outbound Call Center Business from International Market.

Project Cost: USD 7 million

Roles & Responsibility:
- Prepare Technical Document and submit to Bangladesh Telecom Regulatory Authority for their approval for deploying the solution for IP Based International Call Center.
- Prepare Technical RFQ.
- Schedule the job to meet the Project timeline.
- Coordinate with vendors (Avaya and CISCO) and Deploy the solution.
- Take over Operation after Implementation and Project Closer

Solution Platform
- Avaya Proactive Contact 3.0 [ HP-UX Based Platform ]
- Asterisk Based Open Source Call Center
- V-Tiger Open Source CRM কম করে দেখান

Introduced Toll free Complaint Hotline for Grameenphone’s subscribers to meet the requirement from Bangladesh Telecom Regulatory Commission (BTRC). This project was delivered within hard deadline. Avaya was outsourced to complete the development of this system.

Assignment : Project Delivery Team Lead

Key Roles & Responsibilities
- Business Requirement Analysis
- Stakeholder Management
- Vendor Management
- Solution Design & Implementation
- Training Rollout
-… আরও দেখান

Introduced Toll free Complaint Hotline for Grameenphone’s subscribers to meet the requirement from Bangladesh Telecom Regulatory Commission (BTRC). This project was delivered within hard deadline. Avaya was outsourced to complete the development of this system.

Assignment : Project Delivery Team Lead

Key Roles & Responsibilities
- Business Requirement Analysis
- Stakeholder Management
- Vendor Management
- Solution Design & Implementation
- Training Rollout
- Post implementation Support

Solution Platform
- Avaya Dialog Design ( Java based Application )
- Avaya Interactive Response ( Sun Solaris )
- Apache/ Tomcat ( hosting web based interface ) কম করে দেখান

This is one of the largest project has been undertaken in the service IVR(Interactive Voice Response ) history in Bangladesh. During that time period most the customer facing IVR only provide directions for service provisioning. With this IVR we have introduced mostly used service provisioned through IVR Application through integration with Enterprise Service Bus.

Assignment : Project Manager / Service Integrator

Role & Responsibilities
• Feasibility Study & Scope… আরও দেখান

This is one of the largest project has been undertaken in the service IVR(Interactive Voice Response ) history in Bangladesh. During that time period most the customer facing IVR only provide directions for service provisioning. With this IVR we have introduced mostly used service provisioned through IVR Application through integration with Enterprise Service Bus.

Assignment : Project Manager / Service Integrator

Role & Responsibilities
• Feasibility Study & Scope Finalization
• Designing Application Level High-Availability
• Integrate IVR with Various Business Application Layer though ESB
• Database & Reporting designing, Integration with Data Warehouse
• Co-ordination with various cross functional teams
• Change, Release, Roll-out & Roll-back planning
• Stakeholder Management
• Risk & Issue Management
• Weekly Progress Reporting

Technology Used
• Oracle Service Bus for various node integration
• Oracle Database
• Java (Avaya Dialog Designer)
• Apache/Tomcat ( IVR Application Hosting )
• Data Warehouse
• PHP/ MySQL for application monitoring
• Window Server 2003
• Sun Solaris ( core IVR Server )
• Avaya Interactive Response 3.0
• Avaya Application Enablement Service 4.1
• Avaya Interaction Center 7.1
• Avaya S8720

Key Success Factor
• Ensuring Application Level High Availability which ensure 99.9% Service uptime for Tier-1 Application like IVR
• USD 0.85 Million Cost savings via utilizing completely in-house capabilities
• Developing Resource Based for future endeavors
• IVR Application AMC discontinuation
• Platform readiness to introduce more services through IVR কম করে দেখান

The IVR of Grameenphone for "Call Block Service". Features included: Blacklist, Whitelist, List browsing, Service activation/deactivation etc.

Assignment : Project Delivery Team Lead

Roles & Responsibilities
• Works as an Project Delivery Team Lead
• Feasibility Study & Scope Finalization
• Integrate IVR with Various Business Application Layer through Oracle Service Bus
• ISDN/PRI Configuration
• Database designing
• Co-ordination with various teams
• Project… আরও দেখান

The IVR of Grameenphone for "Call Block Service". Features included: Blacklist, Whitelist, List browsing, Service activation/deactivation etc.

Assignment : Project Delivery Team Lead

Roles & Responsibilities
• Works as an Project Delivery Team Lead
• Feasibility Study & Scope Finalization
• Integrate IVR with Various Business Application Layer through Oracle Service Bus
• ISDN/PRI Configuration
• Database designing
• Co-ordination with various teams
• Project Implementation

Technology Used
- Avaya Dialog Designer ( Java / VXML URI)
- Oracle Service Bus Integration
- Apache/ Tomcat
- Avaya Interactive Response ( Sun Solaris Based )
- Avaya Communication Manager ( Linux Based)
- Oracle 10g
- ISDN/PRI Configuration

Key Success Story
• USD 90,000 Cost Saving through implementation using in-house capabilities কম করে দেখান

First ever this kind of IVR in Bangladesh where GP’s retailers and POS are able to explore features included: Last 5 transaction, transaction history, Agent transfer etc.

Assignment : Project Manager / Service Integrator

Roles & Responsibilities
• Feasibility Study & Scope Finalization
• Integrate IVR with Various Business Application Layer
• Database designing
• Co-ordination with various teams
• Network Call Routing ( ISDN/PRI Configuration )
• Project… আরও দেখান

First ever this kind of IVR in Bangladesh where GP’s retailers and POS are able to explore features included: Last 5 transaction, transaction history, Agent transfer etc.

Assignment : Project Manager / Service Integrator

Roles & Responsibilities
• Feasibility Study & Scope Finalization
• Integrate IVR with Various Business Application Layer
• Database designing
• Co-ordination with various teams
• Network Call Routing ( ISDN/PRI Configuration )
• Project Implementation

Technology Used
• Avaya Dialog Designer 4 ( Java )
• Avaya Interactive Response 3.0
• Oracle 10g

Key Success Story
• USD 70,000 Cost Saving through implementation using in-house capabilities কম করে দেখান

This was a special assignment to improve Outbound Contact Center performance of Grameenphone where they were struggling to take best out of Avaya Proactive Contact 3.0 System.

Assignment : Project Manager

Roles & Responsibilities
- Analyze the overall system & operational performance
- Identify the improvement scope from both people side and system side
- Automation and tools enhancement
- Enhanced agent tool for more flexible options
- Set up control point and… আরও দেখান

This was a special assignment to improve Outbound Contact Center performance of Grameenphone where they were struggling to take best out of Avaya Proactive Contact 3.0 System.

Assignment : Project Manager

Roles & Responsibilities
- Analyze the overall system & operational performance
- Identify the improvement scope from both people side and system side
- Automation and tools enhancement
- Enhanced agent tool for more flexible options
- Set up control point and auto notification trigger
- Implementation of Add-on tools
- Training and Roll-out

Key Success Stories
- 100% of campaign automation saving 3 Hrs of configuration time for each campaigns
- 200% Increase the Outbound Call success rate from 30 calls per day per agents to 80 Calls per day per agent

Technology Used
- Linux Shell Scripting
- Visual C++
- Oracle
- Avaya Proactive Contact API কম করে দেখান

Roles & Responsibility
- Capturing Business requirement in-terms of Complain Categorization
- Identify SLA against each category / sub-category wise complains
- Requirement documentation
- User acceptance Test
- Integration with Avaya Interaction Center

Main objective of this project was to implement Work Force Management system to manage 1500 contact center agents regular job scheduling and its dynamic forecasting & reporting.

Technology Used
- Teleopti CCC
- Avaya Call Management System
- Microsoft SQL Server
- Informix
- Sun Solaris 9
- Window Server 2003

From the beginning Grameenphone Ltd running it’s call center using TDM technology and only serving through voice channel. On 2008 Grameenphone initiate a project to migrate its call center from TDM to IP as well as introduce other communication channels (FAX, Email and Chat) for it's subscribers base.

Assignment : Project Core Team Member

Project Cost: 3 million USD.

Roles & Responsibilities
• Working with AGC Team during the project implementation
• Deploy the… আরও দেখান

From the beginning Grameenphone Ltd running it’s call center using TDM technology and only serving through voice channel. On 2008 Grameenphone initiate a project to migrate its call center from TDM to IP as well as introduce other communication channels (FAX, Email and Chat) for it's subscribers base.

Assignment : Project Core Team Member

Project Cost: 3 million USD.

Roles & Responsibilities
• Working with AGC Team during the project implementation
• Deploy the solution within targeted timeline, perform UAT and take the Operational handover
• Prepare SLA and manage vendor after implementation
• Documentation

Technology Used
• Linux • Window • Sun Solaris • Oracle • Microsoft SQL Server • Data Mart • ISDN/ PRI • Apache/Tomcat • JAVA • VXML/URI • WSDL • Webservices

Server / Hardware
• Avaya S8720 • Avaya S8500 • G450 Media Gateway • Sun Netra 210 • Sun Fire V245 • SS7 to ISDN PRI Converter • HP C7000 Blade Enclosures

Key Success Factor
• Ensuring 100% implementation on-time via rigorous UAT কম করে দেখান

Grameenphone is running on TDM based contact center on Siemens based platform with minimum customization options. This program was initiated for identify the current contact center capacity and projection capacity requirement for next 3 years.

Assignment : Data Analyst

Roles & Responsibilities
- Identify the as-is capacity
- Perform data analysis on 5 year capacity projection
- Propose dimension for new implementation
- Help in preparing RFI & RFQ… আরও দেখান

Grameenphone is running on TDM based contact center on Siemens based platform with minimum customization options. This program was initiated for identify the current contact center capacity and projection capacity requirement for next 3 years.

Assignment : Data Analyst

Roles & Responsibilities
- Identify the as-is capacity
- Perform data analysis on 5 year capacity projection
- Propose dimension for new implementation
- Help in preparing RFI & RFQ documentation

Key Success Story
- Identified the projected capacity requirement which is far more lower than that is projected by the Contact Center team.
- Helping Grameenphone(Telenor) to avoid huge amount of Cost কম করে দেখান

Grameenphone Service Desk, mostly known as GPSD, is the service desk which was spread out through out the country.

Assignment : Project Assurance

Key delivery includes
- Prepare light-weight version of software to provide customer support
- Distribute Logistic Support for GPSD Employee ( PC/ Printer / UPS )
- Roll-out service and ensure adequate training

Key success stories
- Project was planned to be completed by Mid Jun 2007 - where as service was ready by… আরও দেখান

Grameenphone Service Desk, mostly known as GPSD, is the service desk which was spread out through out the country.

Assignment : Project Assurance

Key delivery includes
- Prepare light-weight version of software to provide customer support
- Distribute Logistic Support for GPSD Employee ( PC/ Printer / UPS )
- Roll-out service and ensure adequate training

Key success stories
- Project was planned to be completed by Mid Jun 2007 - where as service was ready by Jan 2007 ( 5 month ahead of projection ) কম করে দেখান

Project Portfolio reporting system (PPRS) is a web based project reporting dashboard for management as well as archival and central reporting system. This is a customized project reporting application where anyone (as per user access) can get access from anywhere.

Assignment : Application Developer | Power User

Role & Responsiblities
- Capturing Business Logics & requirement as per management direction
- Designing and modification of system
- Ensure proper data entry
-… আরও দেখান

Project Portfolio reporting system (PPRS) is a web based project reporting dashboard for management as well as archival and central reporting system. This is a customized project reporting application where anyone (as per user access) can get access from anywhere.

Assignment : Application Developer | Power User

Role & Responsiblities
- Capturing Business Logics & requirement as per management direction
- Designing and modification of system
- Ensure proper data entry
- Risk & Issue followup & reporting
- System roll-out and enable Project Managers to ensure proper utlization of system

Technology Used
- PHP / MySQL
- SMTP / POP3 Integration কম করে দেখান

Assignment : Data Analyst

After cleansing the demographic data and ensuring proper data entry - we need to perform demographic analysis on available data.

Role & Responsibilities
- Location wise penetration analysis
- Gender based analysis
- Geography based analysis & others

Key Success Story
- This analysis was well appreciated and used by sales team for plan successful Go to Market.

Technology Used
- Microsoft SQL Server
- Microsoft Access
-… আরও দেখান

Assignment : Data Analyst

After cleansing the demographic data and ensuring proper data entry - we need to perform demographic analysis on available data.

Role & Responsibilities
- Location wise penetration analysis
- Gender based analysis
- Geography based analysis & others

Key Success Story
- This analysis was well appreciated and used by sales team for plan successful Go to Market.

Technology Used
- Microsoft SQL Server
- Microsoft Access
- Microsoft Excel
- Microsoft Powerpoint কম করে দেখান

General Service Consists of wing who are responsible for Backoffice support, demographic Data Storing - scan copy of physical user subscription / Data Entry / Warehouse Management. Performance evaluation was hectic job and require long time to evaluate around 1000++ employees. My role was to optimize and automate overall activity

Assignment : Project Manager

Key Roles & Responsibility
- Perform Business Analysis
- Identify the improvement areas
- Identify and optimize… আরও দেখান

General Service Consists of wing who are responsible for Backoffice support, demographic Data Storing - scan copy of physical user subscription / Data Entry / Warehouse Management. Performance evaluation was hectic job and require long time to evaluate around 1000++ employees. My role was to optimize and automate overall activity

Assignment : Project Manager

Key Roles & Responsibility
- Perform Business Analysis
- Identify the improvement areas
- Identify and optimize Data sources
- System Design, Deployment and Implementation
- Roll out

Key Success Story
- 99% optimization of overall performance evaluation via integrating various data source, optimal scoring based on weighted average
- Its takes less than 5 minutes to evaluate a employee compare to hours spending before

Technology Used
- PHP/MySQL
- Microsoft SQL Server
- Microsoft Access
- Microsoft Excel
- Windows Scheduling কম করে দেখান

Grameenphone Demographic Data Entry tool, widely known as MCRS later SPMS( Subscription Paper Management System ) has module to capture customer information randomly. Most of the entry data quality was not checked / verified and there were no standard mechanism to perform quality checking.

Assignment : Project Execution Team Lead

Roles & Responsibilities
- Lead 11(Eleven) member Data entry quality assurance team
- Establish tools & techniques to identify data entry quality… আরও দেখান

Grameenphone Demographic Data Entry tool, widely known as MCRS later SPMS( Subscription Paper Management System ) has module to capture customer information randomly. Most of the entry data quality was not checked / verified and there were no standard mechanism to perform quality checking.

Assignment : Project Execution Team Lead

Roles & Responsibilities
- Lead 11(Eleven) member Data entry quality assurance team
- Establish tools & techniques to identify data entry quality checking
- Training roll-out for efficient data entry in the system
- Data Quality Checking

Key Success Story
- Increase data entry efficiency by 10% via proper use of shortcut keys
- Faster data quality checking via establishments of various control gates
- Ensuring Data Entry Quality

Technology Used
- Microsoft SQL Server
- Microsoft Access
- Microsoft Excel কম করে দেখান

Assignment : Project Manager

Major Activities
- Designing of Security and Surveillance Management System of Dhaka Bank
- Participate in implementation

Achievement
- SMS international was responsible for rolling out security system in all the branches of Dhaka Bank Dhaka bank is one of the renowned banks in Bangladesh - which has multiple branches through out the country. For all the Dhaka Bank branches SMS was responsible for designing and deploying security… আরও দেখান

Assignment : Project Manager

Major Activities
- Designing of Security and Surveillance Management System of Dhaka Bank
- Participate in implementation

Achievement
- SMS international was responsible for rolling out security system in all the branches of Dhaka Bank Dhaka bank is one of the renowned banks in Bangladesh - which has multiple branches through out the country. For all the Dhaka Bank branches SMS was responsible for designing and deploying security surveillance system.

Project Value : Not Disclosed

Key Responsibility
- Designing the surveillance system
- Piloting Dhaka Regions
- Roll-out planning and execution through out the country

Key Success Factor
- Timely roll-out with minimum resource utilization and thus maximize the profit margin - at least 30% কম করে দেখান

Assignment : Project Manager

First time implementation of SVT system in Bangladesh. Apart from implementation of solution designed - we have participated in Map development. Most of the major road links and landmarks were mapped in the system through MapInfo professional tools and GPS Tracking.

Roles and Responsibilities
- Prepare plan for GIS information collection through GPS
- Travel all over the country for GIS Information collection
- Training junior officers on Map… আরও দেখান

Assignment : Project Manager

First time implementation of SVT system in Bangladesh. Apart from implementation of solution designed - we have participated in Map development. Most of the major road links and landmarks were mapped in the system through MapInfo professional tools and GPS Tracking.

Roles and Responsibilities
- Prepare plan for GIS information collection through GPS
- Travel all over the country for GIS Information collection
- Training junior officers on Map info professional tolls and plot road network and Landmarks

Technology Used
- GPS Point Collection using GSM Network
- Mapinfo Professional Tools
- Satellite Vehicle Tracking System Application

Key Success Stories
- Successfully completed GIS Mapping for complete Dhaka City
- Major Landmark and road network map prepared for Dhaka /Chittagong / Comilla / Sylhet Division কম করে দেখান

ICDDR,B is one of the renowned research organization in Healthcare. Automation of Laboratory Management System is one of the foremost requirement of ICDDR,B. Key objective of this project was to automate whole Laboratory management system from Specimen collection to Report Generation.

Assignment : Project Team Member

Project Value : USD 4K

Role & Responsibilities
- Requirement Collection
- Requirement Documentation
- Design Documentation
- Database… আরও দেখান

ICDDR,B is one of the renowned research organization in Healthcare. Automation of Laboratory Management System is one of the foremost requirement of ICDDR,B. Key objective of this project was to automate whole Laboratory management system from Specimen collection to Report Generation.

Assignment : Project Team Member

Project Value : USD 4K

Role & Responsibilities
- Requirement Collection
- Requirement Documentation
- Design Documentation
- Database Designing
- Implementation support
- Training Readiness & Roll-out

Technology Used
- Oracle 9i
- Oracle Forms 6i কম করে দেখান