Open to opportunities

arvin nafis

@arvinnafis

Customer relationship leader with 10+ years driving service excellence, process optimization, and high-performing teams.

Bangladesh

Message

What I'm looking for

I seek a customer-focused role where I can lead teams, optimize CRM processes, drive CSAT/NPS improvements, manage CRM projects, and grow within a collaborative, data-driven organization.

I am a dynamic customer relationship manager with over 10 years' experience leading customer service, CRM implementations, and team performance improvements across ShareTrip, Daraz Bangladesh, and Grameenphone. I have a proven track record of improving CSAT and NPS, optimizing processes, and managing CRM tools and SaaS migrations while coaching teams to meet and exceed KPIs.

I deliver data-driven operational reporting, design and run targeted training programs, and lead cross-functional initiatives to streamline omni-channel support. I am committed to fostering a customer-centric culture, piloting innovations that improve efficiency, and building strategic vendor partnerships to enhance service delivery.

Experience

Work history, roles, and key accomplishments

Assistant Manager, CRM

ShareTrip

Mar 2023 - May 2025 (2 years 2 months)

Managed and coached a customer service team to consistently meet KPIs, implemented CRM optimizations and SaaS migration projects, and improved CSAT and resolution metrics through data-driven process improvements.

Customer Relationship Management Team Leadership CSAT NPS Tracking Process Optimization Project Management

Team Lead, Live Chat

Daraz Bangladesh

Sep 2017 - Jun 2022 (4 years 9 months)

Led a live chat team to reduce response times and raise customer engagement, implemented macros and SOPs, conducted UAT for HRIS, and delivered workforce planning and performance reporting to senior management.

Workforce Management SOP Development UAT performance reporting

Senior Apprentice

Grameenphone

Jan 2014 - Jul 2017 (3 years 6 months)

Handled high-volume inbound hotline calls to resolve customer issues, delivered tailored troubleshooting and solutions, and served as team captain to mentor agents and drive service excellence.

Troubleshooting Customer Service Team Leadership Quality Assurance Escalation Management Customer Retention