Kazi Mazid-Ur-Rahman

Kazi Mazid-Ur-Rahman

Deputy Manager, Central Operations

BPO operations leader with 7+ years driving global campaigns. Specializing in process optimization, quality assurance, and cross-departmental coordination to deliver measurable results in international projects.

kaziminal28@gmail.com
+880 1670-828767
Dhaka, Bangladesh
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Career Summary

BPO operations leader with 7+ years driving global campaigns, now Deputy Manager, Central Operations at NexusNetro Limited. Oversees Operations, Business Development, QA, and Learning & Development, ensuring process consistency, KPI performance, and client satisfaction. Experienced in multi-channel CX, insurance verification, digital support, and training program execution.

Recognized for streamlining operations, enhancing team productivity, and aligning cross-department efforts to deliver measurable results in international projects across USA, UK, Australia, and Canada.

7+ Years Experience
200+ Daily Interactions
60% Onboarding Reduction
98% Data Accuracy

Key Proficiencies

Leadership & Management

  • Central Operations Leadership & Strategic Oversight
  • Cross-Departmental Coordination & Team Alignment
  • Performance Monitoring & Team Productivity Enhancement
  • Client Relationship Management & Stakeholder Communication
  • Onboarding & Employee Engagement Strategies

Operations & Quality

  • Quality Assurance Auditing & KPI Management
  • Process Optimization & SOP Implementation
  • Data Accuracy & Operational Reporting
  • Compliance Management & HIPAA Awareness
  • Multi-Channel Customer Experience Management

Training & Development

  • Training & Development Program Design
  • Insurance Eligibility, Benefits & Claim Verification
  • Research & Development of Training Materials
  • Quality Audits & Training Execution

Technical Skills

  • MS Office Suite (Word, Excel, PowerPoint)
  • G Suite Applications
  • CRM Software (HubSpot, Zendesk)
  • Data Analysis & Reporting

Soft Skills

  • Presentation & Public Speaking
  • Supervision & Leadership
  • Negotiation & Critical Thinking
  • Time Management & Service Orientation
  • Teamwork & Interpersonal Communication

Languages

  • Bangla - Native Proficiency
  • English - Professional Working Proficiency

Work Experience

Nexus Netro Limited

Deputy Manager, Central Operations

October 2025 – Present | Dhaka, Bangladesh

Key Responsibilities:
  • Oversee and align core departments including Operations, Business Development, Quality Assurance, and Learning & Development
  • Drive operational strategy and process optimization to enhance productivity, service quality, and team performance
  • Collaborate with department heads to monitor KPIs and provide actionable insights for continuous improvement
  • Ensure smooth execution of client projects across USA, UK, Australia, and Canada
  • Support leadership with operational reports, performance dashboards, and strategic recommendations
Key Achievements:
  • Streamlined operational processes across multiple departments, increasing efficiency and team coordination
  • Strengthened client satisfaction through consistent service delivery and effective issue resolution
  • Enhanced cross-department collaboration, aligning strategy with execution

Riseup Labs

Quality Assurance & Training Lead

August 2024 – September 2025 | Dhaka, Bangladesh

Key Responsibilities:
  • Monitor and audit voice and non-voice interactions to ensure adherence to company standards and KPIs
  • Collaborate with Operations for client management across all campaigns
  • Develop and implement quality assurance processes with regular audits
  • Coordinate with HR on hiring and enhance onboarding with tailored training programs
  • Conduct training for new associates and research & development of training materials
Key Achievements:
  • Improved operational metrics consistently across multiple projects through rigorous QA processes
  • Reduced onboarding duration by 60%, accelerating team readiness and operational efficiency
  • Successfully managed multi-channel quality across five projects

Bproperty.com Limited

Executive, Customer Service

February 2023 – March 2024 | Dhaka, Bangladesh

Key Responsibilities:
  • Handled client queries across various social media platforms with prompt and professional responses
  • Managed an average of 150 live chat sessions daily for real-time issue resolution
  • Conducted up to 100 outbound calls monthly to qualify leads
  • Maintained communication logs and escalated complex cases appropriately
Key Achievements:
  • Consistently boosted customer satisfaction scores through efficient multi-platform communication
  • Played key role in driving qualified leads resulting in increased conversion opportunities
  • Improved response turnaround time, supporting digital team efficiency

Pathao Limited

Executive, Customer Service

March 2022 – February 2023 | Dhaka, Bangladesh

Key Responsibilities:
  • Managed 200+ email tickets weekly with timely and accurate resolutions
  • Addressed 150 issue reports and technical tickets per month across digital platforms
  • Collaborated with technical teams to escalate critical issues
  • Maintained data accuracy and documented interactions for performance analysis
Key Achievements:
  • Awarded Best Employee of the Month consecutively for several months
  • Enhanced customer communication and reduced backlog through effective email management
  • Developed personal follow-up strategy that reduced repeated inquiries by 30%

LEVER n GEAR Ltd

Process Associate, Insurance Verification

February 2021 – February 2022 | Dhaka, Bangladesh

Key Responsibilities:
  • Engaged with 50+ US-based insurance carriers weekly to verify claim statuses and eligibility benefits
  • Maintained accurate claim logs following standard procedures for medical billing validations
  • Ensured HIPAA-compliant communication practices during all insurance calls
  • Supported team in documenting insurance interactions for audit purposes
Key Achievements:
  • Streamlined claim follow-up processes, contributing to faster claim cycle completion
  • Maintained 98% data accuracy rate in insurance eligibility updates and claim inputs
  • Recognized for consistent performance and attention to compliance

Grameenphone

Customer Service Associate

August 2019 – February 2021 | Dhaka, Bangladesh

Key Responsibilities:
  • Delivered support through email and live chat, resolving customer issues efficiently
  • Supported GP Shop operations and assisted complaint management teams
  • Maintained logs for product exchanges, technical issues, and customer complaints
Key Achievements:
  • Winner of the Buddy Race Grand Final
  • Consistently ranked top in weekly/monthly performance challenges
  • Boosted CSAT by maintaining high-speed issue resolution with minimal escalation

Robi Axiata Ltd

Corporate Sales Supervisor

January 2015 – February 2016 | Dhaka, Bangladesh

Key Responsibilities:
  • Led a team of 35 sales representatives, overseeing daily operations and performance tracking
  • Facilitated team training, target setting, and progress monitoring
  • Actively communicated with VIP corporate clients, closing sales and managing relationships
Key Achievements:
  • Successfully achieved monthly sales targets across multiple corporate segments
  • Secured MOUs with high-value clients through effective negotiation
  • Enhanced team performance by streamlining reporting and accountability processes

Education & Activities

Academic Qualification

Bachelor of Business Administration (BBA)

Major: Marketing

Institution: University of Information Technology and Sciences

CGPA: 3.01 out of 4.00

Extracurricular Activities

UNICEF Bangladesh - Online Volunteer

June 2019 – September 2019

  • Promoted child vaccination awareness through digital outreach campaigns
  • Supported content distribution and community health engagement efforts

Professional Cricket Player

  • Represented local and divisional teams in competitive tournaments
  • Developed discipline, teamwork, and leadership through high-pressure match experiences

Vocalist & Guitarist

  • Founded and performed in a rock band as lead vocalist and guitarist
  • Participated in concerts, cultural shows, and local events
  • Enhanced creativity, stage presence, and team collaboration

Get In Touch

I'm always open to discussing new opportunities, collaborations, or just having a conversation about operations excellence and team leadership. Feel free to reach out!

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Location: House-H-KA-51/2/A, Noyanogor, Khilkhet, Dhaka, 1229, Bangladesh