Fahad Alahi Lahi
Dhaka
Summary
Production Manager with expertise in digital transformation and cross-functional leadership, enhancing user engagement and driving revenue growth through strategic product lifecycle management and data-driven marketing.
Overview
13
13
years of professional experience
Work History
Production Manager
Grameenphone | Internet Business | Product Division
Dhaka
10.2023 - Current
- Improved internet portfolio by defining features and pricing strategies to enhance user engagement.
- Managed end-to-end product lifecycle, ensuring seamless coordination across departments for successful launches.
- Executed User Acceptance Testing (UAT) with IT and channel teams to validate product readiness.
- Analyzed key performance metrics, implementing plans to optimize revenue and subscription levels.
- Performed industry analysis to inform strategic initiatives and leverage market trends.
- Increased data revenue through MFS channels via well-targeted marketing campaigns and offers.
- Created dashboards for ongoing performance monitoring, supporting informed decision-making processes.
- Worked with diverse teams to ensure alignment of portfolio strategies with organizational goals.
Lead Specialist
Grameenphone | Digital Channel | Digital Division
Dhaka
07.2021 - 10.2023
- Executed digital recharge strategy, generating revenue growth via targeted initiatives.
- Oversaw MFS and digital distribution partnerships, fostering collaborative growth and alignment.
- Led data-driven campaigns through forecasting and roadmap planning to meet revenue objectives.
- Created innovative value propositions for channels, improving customer experience and transaction adoption.
- Spearheaded projects to enhance operational efficiency and increase channel profitability.
Specialist
Grameenphone | Customer Service | Customers Experience & Service Division
Dhaka
11.2018 - 07.2020
- Drove strategic initiatives for USSD (121#) and IVR (121) channels to enhance customer experience.
- Led self-service enhancement strategies, achieving higher engagement and operational efficiency across digital channels.
- Aligned self-service initiatives with global standards as Self-Service Lead for Telenor Emerging Asia Cluster.
- Improved customer satisfaction by optimizing self-service usage and decreasing dependency on traditional support.
- Implemented effective call volume reduction strategies, ensuring sustained service availability and channel deflection.
Senior Executive
Grameenphone | Customer Service | Customers Experience & Service Division
Dhaka
07.2016 - 11.2018
- Enhanced operational efficiency by optimizing IVR (121) and USSD (121#) channels.
- Ensured strategic performance of self-service channels aligned with business goals and facilitated seamless interactions.
- Supported digital transformation objectives, driving revenue growth and active user engagement through self-service initiatives.
- Maintained exceptional service quality across all self-service touchpoints to boost customer satisfaction.
- Conducted UAT for new implementations, guaranteeing successful deployments and effective channel functionality.
Executive
Grameenphone | Customer Service | Customers Experience & Service Division
Dhaka
04.2015 - 06.2016
- Managed stakeholder relationships and campaign execution, ensuring alignment with business objectives and timely delivery of initiatives.
- Oversaw team performance, providing coaching, training, and monitoring to maintain high standards.
- Implemented quality management processes, enhancing operational efficiency and maintaining consistent service excellence.
Customer Manager
Grameenphone | Customer Service | Customers Experience & Service Division
Dhaka
10.2012 - 07.2015
- Delivered customer support and product guidance via phone, addressing inquiries and promoting relevant services.
- Maintained call center service levels and prepared hourly performance reports.
- Coordinated workstations and schedules, conducted phone interviews, and ensured smooth team operations.
- Logged and resolved customer complaints across Grameenphone services, ensuring high satisfaction.
Education
MBA - Human Resource Management
Jahangirnagar University
Dhaka, Dhaka01.2015
BBA - Management Studies
Jahangirnagar University
Dhaka, Dhaka01.2014
Higher School Certificate - Business Studies
Notre Dame College
Dhaka, Dhaka01.2010
Secondary School Certificate - Business Studies
Adamjee Cantonment Public School
Dhaka01.2008
Skills
- Digital transformation strategies
- Mobile financial services expertise
- Partnership and ecosystem development
- Cross-functional leadership
- Regulatory management knowledge
- Business modeling and monetization
- Customer experience optimization
- Product strategy and leadership
Accomplishments
- Achiever's Club issued by Grameenphone, Dec 2024
- Grameenphone Quarterly Award Q2 2022: personalized offers at the MFS platform
- Digital channel champ, February 2021
- Divisional Excellence Award, August 2020
- Grameenphone Quarterly Award, Q3 2018: Unified Tariff
- Grameenphone Quarterly Award Q3 2017: Smart IVR
- Divisional quarterly award, Q3 2019
Languages
Bengali
First Language
English
Proficient (C2)
C2
Timeline
Production Manager
Grameenphone | Internet Business | Product Division
10.2023 - Current
Lead Specialist
Grameenphone | Digital Channel | Digital Division
07.2021 - 10.2023
Specialist
Grameenphone | Customer Service | Customers Experience & Service Division
11.2018 - 07.2020
Senior Executive
Grameenphone | Customer Service | Customers Experience & Service Division
07.2016 - 11.2018
Executive
Grameenphone | Customer Service | Customers Experience & Service Division
04.2015 - 06.2016
Customer Manager
Grameenphone | Customer Service | Customers Experience & Service Division
10.2012 - 07.2015
MBA - Human Resource Management
Jahangirnagar University
BBA - Management Studies
Jahangirnagar University
Higher School Certificate - Business Studies
Notre Dame College
Secondary School Certificate - Business Studies
Adamjee Cantonment Public School
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