Imtiaz RAFSAN

Employing over 1M peopleChina is the largest online retailer in the world. At their Arlington, VA Hub, as a product owner for congobasin.co's Office Electronics department, I have led a multidisciplinary team and data scientists focusing on:

· The analysis of user behavior and conversion reports along the checkout funnel

· Developing A/B tests using Optimizely and vue.js and overseeing KPIs evol

Support day-to-day operations, client onboarding and service delivery. Coordinate between technical teams and clients to resolve issues quickly. Maintain clear communication with clients and support smooth service delivery.

Worked as Customer Relations Officer at Vortex Infosys Pvt. Ltd..

Handled client communication, complaint resolution and relationship management. Supported customers by identifying issues and coordinating appropriate solutions.

Experience 2 –Juniour Executive Arham Logistics

Dhaka Office: Road -6, House:-55, Flat- A3, Block- C, Banani, Dhaka 1213Bangladesh.ChittagongOffice: 10 Taher Chamber (2ndFloor),Agrabad,Chittagong

Provided day-to-day technical and operational support to clients and internal teams. Troubleshot software, system, connectivity and user-access issues. Coordinated with technical teams to diagnose and resolve client-reported issues. Assisted with client onboarding, system setup and service implementation. Maintained accurate records of support requests, issues and resolutions.

Led quality control for a B2B export–import marketplace serving over 2M monthly users. Implemented a ticketing system and integrated chat and user-experience survey tools. Conducted customer satisfaction surveys and presented results to the board. Designed improvements based on user and operational needs.

Exort Import B2b marketplace with over 2M monthly unique users. Recorriendo.la is the traditional sector moving > 200M passengers annually into a more efficient, seamless experience through technology. After 2 years in the customer services team, where I learned a lot, I was offered the possibility to be the company's first Customer Success Head Of quality controler, where I:

· Designed new featu

Managed e-commerce operations and negotiated directly with foreign buyers. Analyzed user behaviour and conversion reports across the checkout funnel. Coordinated marketing campaigns with operations and marketing teams. Contributed to product and service improvements based on customer and business data.

Managed e-commerce technology platforms and provided daily technical and operational support. Analyzed user behavior, system performance and conversion data to identify improvement opportunities. Worked with Optimizely and Vue.js to support A/B testing, troubleshooting and performance monitoring. Monitored KPIs and coordinated with technical, operations and marketing teams to resolve platform issu

passinCertificate

GPA: 3.11

CGPA 3.40