rifat zaman

Manage import documentation and coordinate with overseas suppliers on product quality, pricing, and shipment schedules. Oversee daily office, warehouse, and administrative operations, partnering directly with the Managing Director on business planning.

Deliver international certification exams (IELTS, ACCA, etc.) in compliance with global standards. Manage exam-day operations and candidate support, ensuring a smooth candidate experience.

Led and supervised a 24/7 customer service team of 22, sustaining 99% SLA compliance and 80%+ CSAT. Directed incident resolution and escalation management, coordinating with vendors and stakeholders to maintain uninterrupted service.

Delivered customer support and issue resolution for a global customer base via Zendesk. Maintained high customer satisfaction through timely communication and effective problem resolution.

Led a 24/7 support team serving international telecom customers, sustaining 99% SLA compliance. Managed major customer escalations, driving timely resolution and sustained client trust.

Monitored nationwide network operations and service availability. Managed incident tickets and coordinated cross-functional issue resolution.

Monitored nationwide network operations and service availability. Managed incident tickets and coordinated issue resolution.

Completed a Bachelor of Science in Electrical & Electronic Engineering from American International University-Bangladesh in 2014.

Completed the Higher Secondary Certificate from College of Development Alternative in 2008.

Completed the Secondary School Certificate from Dhaka Collegiate School in 2006.

Earned the Cisco Certified Network Associate (CCNA) certification.

Earned the Microsoft Azure Fundamentals certification.

Completed the Fundamentals of Communication Data Analysis training under the EDGE Program of the Government of Bangladesh.

Completed Fire Safety & First Aid Training from the Fire Department of Bangladesh.