Available for Opportunities

Syfuzzaman
Lavlu

|

Customer experience and operations professional with 10+ years of expertise in service quality, training, quality assurance, and operational excellence across fintech and telecom.

✉ Get In Touch↓ Download CV🔗 LinkedIn
Syfuzzaman Lavlu
10+
Years Experience
15+
Dashboards Built
10+
SOPs Authored
7
Roles Held

About Me

Where Operations Meets Excellence

👋
Professional Summary

A results-driven CX and operations professional with a proven record of improving service quality, building performance systems, and leading training and QA initiatives. Experienced in customer support, learning & development, process improvement, KPI management, and dashboard reporting across fintech, telecom, and customer experience environments.

🎯
Career Objective

To contribute my experience in customer experience management, training, quality assurance, and operational excellence to an organization that values service quality, process discipline, and continuous improvement. I aim to create measurable impact through data-driven decision-making, team enablement, and operational transformation.

Career Journey

Professional Experience

Over a decade of progressive growth across CX, operations, and fintech.

Nov 2025 — Apr 2026
Operational Excellence, Central Ops
Pathao Fintech (Pathao Pay)
Operational Excellence • Central Operations
Current
Sep 2024 — Nov 2025
Supervisor – Operation, QA & Training
Pathao Fintech (Pathao Pay)
Operations • Quality Assurance • Training
Jan 2024 — Aug 2024
Senior Executive – Learning and Quality Assurance
Pathao Limited
Customer Experience • L&D • Quality Assurance
Dec 2021 — Dec 2023
Executive – Training and Quality Management
Pathao Limited
Customer Experience • Training • QA
Apr 2018 — Dec 2021
Junior Executive – Customer Support Officer
Pathao Limited
Customer Experience • Customer Support
Jul 2017 — Jan 2018
Quality Assurance Analyst
Grameenphone
Customer Experience • Training & Quality Management
Sep 2015 — Jul 2017
Apprentice – Customer Service and Experience
Grameenphone
Customer Experience • Customer Service

Core Competencies

Skills & Expertise

📊
Quantitative Proficiency
KPI DesignPerformance TrackingCSAT MeasurementNPS FrameworksDashboard ManagementOperational AnalysisService MetricsCapacity PlanningForecastingRosteringPIP DesignMIS Reporting
⚡
Specialized Skillsets
CX ManagementQuality AssuranceProcess ImprovementTraining & DevelopmentTeam LeadershipOperational StrategySOP DevelopmentKnowledge Base DesignWorkflow DesignContact Driver AnalysisBusiness TaggingVibe Coding

Impact & Results

Key Career Milestones

Click any card for the full story.

📞
IVR System Architecture

Architected Pathao Pay CX IVR systems, including skeleton design, scripting, and recording to optimize automated routing.

CLICK TO EXPAND →
📋
10+ SOPs Authored

Authored 10+ SOPs for Pathao Fintech operations to ensure consistency and compliance.

CLICK TO EXPAND →
📈
CSAT & NPS Integration

Integrated CSAT and NPS frameworks to measure service quality and customer loyalty.

CLICK TO EXPAND →
🎯
KPI Framework Deployment

Deployed result-oriented KPIs for the Pathao Pay CX team to align performance with targets.

CLICK TO EXPAND →
📊
15+ Real-Time Dashboards

Built 15+ real-time dashboards to monitor operational health and support data-driven decisions.

CLICK TO EXPAND →
⚡
iDesk Implementation

Implemented iDesk for social media and email, reducing FRT and AHT significantly.

CLICK TO EXPAND →
🏷️
Business Tagging System

Introduced business tagging to identify contact drivers and generate actionable insights.

CLICK TO EXPAND →
🤖
AI Knowledge Bank

Developed an AI-based Knowledge Bank to improve agent efficiency and first-contact resolution.

CLICK TO EXPAND →
🎓
Onboarding Frameworks

Developed comprehensive onboarding frameworks including training materials, calendars, and assessments.

CLICK TO EXPAND →
🔧
Performance Improvement Plans

Designed PIPs for Central Ops to strengthen accountability and excellence.

CLICK TO EXPAND →

Academic Background

Education

🎓
BSc in Electrical & Electronics Engineering
Atish Dipankar University of Science and Technology
CGPA: 3.05Year: 2019
📚
Higher Secondary Certificate (HSC)
Govt. Ainudden College
GPA: 4.40 / 5Year: 2012
🏫
Secondary School Certificate (SSC)
Mathurapur High School
GPA: 4.38 / 5Year: 2010

Let's Connect

Get In Touch

📍 Contact Details
📍
Address
House 20, Road 18, Block-D, Pallabi, Mirpur-12, Dhaka-1216
Ready to Work
Together?

Open to new opportunities in operational excellence, CX leadership, and fintech operations. Let's create something impactful together.

✉ Send an Email↓ Download CV🔗 Connect on LinkedIn