Led the development and deployment of multiple enterprise-grade digital solutions, streamlining operations and enhancing the customer experience across Banglalink’s NOC, Customer Care, and B2B domains.
Key Projects & Contributions:
B2B Solutions:
Auto SMS Attendance System: Optimized this system by developing a backend script that slashed errors from 50% to 0%. Engineered an intuitive frontend for seamless location tracking and automated site updates, ensuring 100% data accuracy across network changes.
Field Force Locator: Optimized Field Force Locator using multi-threaded Java, boosting performance by 40%. Integrated real-time Google Maps tracking and historical paths, while implementing pagination to ensure a seamless, high-performance UX.
Mobile Ads & SMS Broadcast: Segmented SMS marketing and mass communication campaigns. Engineered precise B2B segmentation filters, increasing campaign delivery speed by 30% and maximizing client reach through optimized data-driven scheduling workflows.
Customer Service & Operational Tools:
Refund Feature for Frontline Agents: Developed for frontline agents, integrating Ericsson IN/SDP via UCIP. Streamlined workflows with a dynamic admin GUI, reducing manual processing time by 30% and enabling real-time pack usage verification. Key Achievements & Features:
Automated Adjustments: Enables positive and negative adjustments for Main Balance (BDT), Minutes, Data (up to 80GB), and SMS for Prepaid/Postpaid users.
Systematic Controls: Integrated complex business logic to prevent fraud, including monthly/daily refund caps per agent/subscriber and RAFM blacklisting.
Granular Customization: Built a dynamic admin panel to configure refund purposes (e.g., wrong charging, product lapses), balance types, and expiry dates via a date picker.
Role-Based Access (RBAC): Implemented tiered access for Agents (execution/personal history), Supervisors (full history), and Admins (system configuration).
Customer Experience: Integrated automated SMS notifications and AD-authenticated login to ensure secure and transparent customer interactions.
TPMO Web Portal: Centralized project and operation management dashboard. Engineered a multi-image attachment system for TPMO War Room, parsing WYSIWYG data into dynamic sliders. Optimized uploads for 8 files (5MB each), improving visual reporting speed and reducing data entry friction by 30%.
CRM (MinSAT): Architected MinSAT CRM by engineering agent and admin modules. Streamlined MSISDN and biometric data access, automating account operations. Improved data accuracy and boosted agent efficiency by 30% through UI/UX design.
INMS – Integrated Network Management System:
The INMS is a comprehensive monitoring and incident management platform designed for real-time oversight of BTS, TX, and critical network nodes. It streamlines the transition from fault detection to resolution through intelligent filtering and a structured ticketing workflow. Key Features:
Smart Alarm Filtering: Dynamically categorizes alerts into specialized "matured" tabs based on predefined time thresholds (e.g., Mains Failure at 3 hours; Low Voltage at 10 minutes) to prioritize actionable issues.
Intuitive Ticketing Workflow: NOC users can issue new tickets or attach alarms to existing site incidents using color-coded icons and tooltips for quick reference.
Lifecycle Management: Facilitates seamless coordination by routing tickets to regional on-call engineers. It supports real-time status updates (Starting, Working, Final) and enables NOC verification before ticket closure.
Integrated Notifications: Automated alerts and ticket status updates delivered via SMS, Email, and USSD for field personnel.
Comprehensive Analytics:Generates data-driven reports on Network Availability, MTTR (Mean Time to Response), Power/Generator insights, and site-level alarm trends
Process Automation (RPA):
Digitized and automated key business processes including:
Payment & invoice processing
Lease and electricity bill management
Additional Projects:
Business Gateway: Platform for Interactive IVR and multi-channel integrations.
Customer SMS Communication System: Personalized new customer engagement.
Automated Bill Invoice System: End-to-end automation of bill generation and delivery.
Stolen Incident Record System: Centralized tracking and analysis of incident reports.
Capex Tool: Streamlined capital expenditure tracking, including budgets, line items, PR/PO management.
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Honored to receive a Certificate of Recognition from our CEO — truly grateful!
Customer First — not just a motto, but a reason to celebrate!
Customer First — not just a motto, but a reason to celebrate!
Customer First — not just a motto, but a reason to celebrate!
