Monasin Mahjabin is a senior executive with over 10 years of experience in customer service and management roles at Grameenphone Ltd. She has a Master's degree in Human Resource Management from the University of Dhaka and is pursuing a professional degree in cost and management accounting. Her career objective is to contribute to organizational improvement. She has skills in training, public relations, negotiation, and report writing.

1. MONASIN MAHJABIN
Flat#5/B, House#150, Malibagh Bazar Road, Malibagh, Dhaka-1217
Mobile: 01711081067
E-mail: monasin.mahjabin@gmail.com
Career Objective:
To continue my career with an organization where I can show my competencies and can
contribute to the improvement of the organization.
Skill & Qualities:
 Conducted several internal training sessions,
 Prepared number of training modules and presentation
 Experienced with negotiation skill & Public Relations
 Assisted team as a reliever of team leader and helped to make development plan
 Experienced to work with different internal and external stake holders
 Experienced in report writing
 Self-starter, Goal oriented & have team-spirit
 Quick Learner & able to work under pressure
Work Experience:
1. Organization : Grameenphone Ltd.
Department : Voice of Customer Management (VOCM)
Designation : Senior Executive
Duration : 16th
January, 2011 to 30th
June 2016
Job Responsibility :
• Meet agreed response time for independent complaints.
• Timely escalation of dependent complaints to concern stakeholders.
• On time follow up of dependent complaints and feedback to customers.
• Ensure Performance is met as per set target of On-Time Percentage and
efficiency.
• Ensure set standard of performance quality is maintained
• Follow set process and process clock time as designed on standard
performance
• Ensure that written Communication is made to customers as required in
resolving complaints
• Handle critical customers with quality and patience
• Prepare case study for critical customers cases for legal references
2. Organization : Grameenphone Ltd.
Department : Complaint Management
Designation : Customer Manager
Duration : 25th
March, 2010 to 15th
January, 2011
Job Responsibility :
• Meet agreed response time for independent complaints
• Timely escalation of dependent complaints to concern stakeholders
• On time follow up dependent complaints and feedback to customers

2. • Ensure set standard of performance quality is maintained
3. Organization : Grameenphone Ltd.
Department : Contact Center
Designation : Customer Manager
Duration : 4th November, 2007 to 24th
March, 2010
Job Responsibility:
• To provide highest quality of service to the customers over the phone
• To keep abreast with the latest information about the products, policies and
procedures of the company in order to handle customer queries and
complaints effectively and efficiently
• Provide feedback to the management about issues and challenges regarding
customer and job, and suggest solution
Professional Achievement:
 Nominated for best performer on November 2014
 Nominated for best performer on January 2015
 Achieve 86% service quality index in the month of November, 2009.
Professional Training & Certification:
 Workshop on “Insurance Management” organized by Progoti Life Insurance
Company Ltd 2006
 Workshop on “ISO – 9000” organized by FBCCI 2007
Professional Degree Information:
 Professional Degree (CMA)
Institute of Cost & Management Accountants of Bangladesh (ICMAB)
Completion: Continuing
Result: Completed 400 points
Educational Background:
 Masters of Business Administration (MBA)
University of Dhaka, Bangladesh
Completion: 2008
Major: Human Resource Management
Result: CGPA 3.46 out of 4:00
 Bachelor of Business Administration (BBA)
University of Dhaka, Bangladesh
Completion: 2007
Major: Management Studies
Result: CGPA 3.406 out of 4.00
 Higher Secondary Certificate (Business studies)
Board: Dhaka, 2002

3. Result: First Division (70.4%)
College: Viqarunnisa Noon College
 Secondary School Certificate (Business studies)
Board: Dhaka, 2000
Result: First Division (79.7%)
School: Viqarunnisa Noon School
Personal Achievement:
 Participated in Management week Business Plan Competition and secure 3rd
position as a team
 Participated in Inter-Section ICT Case Competition and secure 3rd
position as a
team
 Participated in Management week Recitation Competition and secure 2nd
position
Computer Skills:
• Application software: Microsoft Office, E-mail, Internet etc
• Operating System : Windows 98/2000/XP/Vista/Win7/Win8/Win10
Language Proficiency:
Bengali: Fluent in Reading, Writing, Listening and Speaking
English: Fluent in Reading, Writing, Listening and moderate in Speaking
Extracurricular interests:
• Ex-member of “Dhaka University Management Club (DUMC)”
• Active member of “Dhaka University Abritti Angon”
• Active member of “Management 10th
Batch Alumni Association”
Personal Details:
Father's Name : Md. Zahidul Haque
Mother's Name : Nobijan Kaniz Fatema
Date of Birth : December 16, 1985
Gender : Female
Marital Status : Married
Nationality : Bangladeshi
National ID No : 2695435951295
Religion : Islam
Permanent Address : 5/B, 150, Malibagh Bazar Road, Malibagh, Dhaka-1217
Current Location : 5/B, 150, Malibagh Bazar Road, Malibagh, Dhaka-1217
References:
Md. Fazlul Huq Khan
Deputy Director, Bangladesh Bank
Department of Banking Inspection - 4
Head Office, Sena Kalyan Bhaban, Level - 15
Motijheel, Dhaka – 1000
Mobile: 01916145019
E-mail: f.huq_42@yahoo.com, fhkhan@bb.org.bd
Solaiman Alam
Director, Grameenphone Ltd.
Marketing Department, Commercial Division
GP House, Bashundhara, Baridhara, Dhaka - 1229
Mobile: 01711093417
E-mail: solaiman.alam@grameenphone.com

4. Md. Jakir Hossain
Manager, Grameenphone Ltd.
Voice of Customer Management (VOCM)
Customer Service & Experience Division
GP House, Bashundhara, Baridhara, Dhaka - 1229
Mobile: 01711507955
E-mail: j_hossain@grameenphone.com