S M Wahidul Haque

Dhaka S M WAHIDUL HAQUE -- in/wahidulhaque SUMMARY Results-driven professional with experience in customer support, data entry, and virtual assistance. Skilled in handling client inquiries, managing administrative tasks, and maintaining accurate records with attention to detail. Adept at providing efficient support, ensuring customer satisfaction, and contributing to smooth business operations in fast-paced environments. EXPERIENCE Virtual Assistant Global Conference Alliance • Maintained professional relationships with conference clients, ensuring satisfaction and retention. • Resolved client queries and provided timely customer support through calls and follow-ups. • Assisted in coordinating conference-related communications to deliver a seamless client experience. July 2024 - July 2025, Canada Operations Team Leader March 2022 - June 2024, Uttara, Sector-9, Dhaka ASL BPO • Directed a team of 25 agents, achieving a 28% increase in by enhancing development methodologies. • Implemented a continuous integration/continuous deployment pipeline that increased deployment frequency by 40%. • Led the development of team, processing over 5000+ chats daily. • Trained 50+ new customer support agents in company policies and best practices. • Administered code reviews and provided mentorship, enhancing code quality and reducing late reply by 30%. • Advocated for agile development practices, elevating team delivery predictability and project transparency. Call center agent August 2017 - 2017, Banani, Dhaka MYOL • Handled Incepta Pharmaceuticals health care calls with empathy which increase customer satisfaction rate 40%. • Decreased average call length by 15% by utilizing efficient problem solving strategies. Customer Service Specialist 01/2019-12/2021, Saidpur, Nilphamari Saidpur Tours and Travels • Managed travel bookings, reservations, and client itineraries, ensuring smooth and hassle-free experiences. • Provided customer support by addressing client queries, resolving issues, and offering personalized travel solutions. PROJECT Quick Response Templates ASL BPO • May 2023 - June 2023 • Instituted a centralized repository of agile response templates that streamlined support agent interactions, reinforced brand consistency, and enabled scalable, high-quality communication across varied customer touchpoints. • Formalized an adaptive framework of quick response templates that unified support procedures, enhanced response agility, and empowered seamless customer engagement across diverse communication platforms. • Launched an intelligent quick response template system that automated customer interactions, optimized support agent productivity, and fostered a cohesive communication strategy across all digital channels. • Engineered a dynamic quick response template library that standardized messaging, elevated service delivery efficiency, and ensured consistent brand voice throughout multiple support platforms. • Refined the quick response template architecture to minimize resolution times, promote operational scalability, and uphold stringent quality benchmarks across omnichannel support environments. EDUCATION S.S.C Sayedpur government science College • Sayedpur, Nilphamari • 01/2009-01/2010 • 5.00 Higher Secondary School Certificate Sayedpur government science College • Sayedpur, Nilphamari • 01/2010-01/2011 • 4.40 CERTIFICATIONS Customer Relationship Management 2023 • 2023 • CRM Certification – Skilled in client relationship management and customer support processes. AWARDS & HONORS Top performer of customer support project ASL BPO • Awarded top performer at ASL BPO for innovation in customer support management and exceptional contribution to product success. SKILLS Core Skills • Customer Support & Client Relations (Phone, Chat & Email) • Data Entry & Administrative Support (MS Office, Google Workspace, Excel, Sheets) • Virtual Assistance: Calendar Management, Meeting Coordination, Travel Support • Problem Solving & Conflict Resolution • Team Collaboration & Leadership • Strong Communication Skills: Fluent in English, Hindi, Bengali & Urdu • Time Management & Multitasking in High-Volume Environments • Technical Skills • CRM & Support Platforms: Salesforce, Zendesk, HubSpot, Gorgias, Intercom, Chat2Desk • Call & Communication Tools: Telus, Avaya, Voiso, Aircall, Freshcaller • Helpdesk & Ticketing Systems: Jira, Freshdesk, Zoho Desk • Productivity & Collaboration Tools: Slack, Microsoft Teams, Google Workspace (Docs, Sheets, Drive), Microsoft Office (Word, Excel, Outlook, PowerPoint) • Project & Workflow Tools: Trello, Asana, Monday.com, Workday, Workfolio • Data Handling Tools: Excel (Pivot Tables, VLOOKUP), Google Sheets, Airtable • E-commerce & Payment Support Tools: Shopify, Stripe, PayPal, QuickBooks (basic invoicing & reconciliation) Languages • English: Fluent • Hindi: Native • Bengali: Native • Urdu: Conversational