Mohammad Tanvir Hossain

Managed US customer inquiries across phone, email, and live chat to deliver consistent first-contact resolution. Onboarded and trained new team members on support workflows and CRM standards, cutting ramp-up time by ~30%, while maintaining 100% documentation compliance.

Scored and monitored agent calls daily against quality, compliance, and engagement benchmarks. Improved individual performance metrics within 30 days by delivering structured 1-on-1 coaching, and managed Vicidial predictive dialer campaigns while reducing wasted dials by filtering/cleaning lead lists before launch.

Led day-to-day outbound operations for a remote team supporting US clients Greenwatt LLC and Solar Sesame, serving as the real-time account point of contact. Built Vicidial campaigns from scratch, resolved live drop-off issues, and developed training materials that reduced onboarding time and improved early-stage conversion, while monitoring KPIs daily and applying corrective actions.

Reviewed agent calls against quality standards, identified coaching opportunities, and delivered weekly feedback sessions. Resolved escalated customer issues and documented outcomes to reduce repeat complaint rates, aligning QA standards with evolving client expectations.

Handled outbound sales calls for solar energy products across US markets, consistently ranking among top performers for quality. Maintained fewer than 20 appointment cancellations over tenure and shared proven objection-handling techniques to improve team performance.

Managed outbound and inbound campaigns across multiple client accounts while maintaining accurate CRM records throughout. Built foundational call-center skills in lead follow-up and CRM documentation, supporting rapid career progression.

Currently pursuing a Bachelor of Business Administration (BBA) at Khilgaon Model College since 2020.

Completed the Higher Secondary Certificate (HSC) at Khilgaon Government High School from 2017 to 2019.