Ms. Israt Jahan has senior leadership team experience in different industries (Telecom, BPO, Bank, e-commerce) from working in different CX roles at companies including Robi ( head, Workforce management, Service quality) Genex (GM, operation and strategy), EBL (head of Contact Centre) and Shohoz, (head of Customer Service). Her diversified knowledge in service industry gives her confidence to mentoring CX leaders. Being an ISO certified lead auditor, she successfully managed customer service Audit team for a long period of time. She developed and executed SOPs, SLAs to maintain customer service standard. She was involved in various researches as a part of Customer insight management to achieve profound insight in developing strategies that lead to operational excellence, customer loyalty and new customer acquisition. As an operation & strategy head, she managed customer service through various contact channels (Inbound, Outbound, e-mail, SMS, web chat & social media) effectively. She is an expert in Customer Experience Management and BPO project management. She has keen knowledge in all aspects of customer service such as Resource management, Service quality, Performance management, Complain management, Call center architecture, Process & Compliance, Cross functional project management, Recruitment process, lead generation, Training etc. She did project management course ( IGS, Brac University) & awarded Certificate of appreciation as outstanding performer for EPMO strategic Projects ( Robi Contact center outsourcing project) in 2012 ,also for EPMO Projects in Robi in 2011 for executing dedicated GPRS routing skill. She did a good number of cross functional projects successfully in Robi & EBL. She received her MSS & BSS Degree from Dhaka University in Sociology. And holds a post graduation diploma in HRM from BIMS. She has conducted training programs for the new recruits & existing staffs of Contact center in Robi, EBL and Shohoz. Ms. Israt has attended different training programs on Customer service operation, Quality management & Leadership development conducted by local & international experts. She is passionate in developing future leaders in customer service industry.