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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.

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Syfuzzaman Lavlu
10+
Years Exp.
15+
Dashboards
10+
SOPs Written

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 development and QA initiatives.

Experienced in customer support, training and 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 and development, 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 customer experience, operations, and fintech.

Aug 2026 — Present
Assistant Trainer
As-Sunnah Skill Development Institute
Training • Development
Nov 2025 — Jul 2026
Operational Excellence, Central Ops
Pathao Fintech (Pathao Pay)
Operational Excellence • Central Operations
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 Design Performance Tracking CSAT Measurement NPS Frameworks Dashboard Management Operational Analysis Service Metrics Capacity Planning Forecasting Rostering PIP Design MIS Reporting
⚡
Specialized Skillsets
CX Management Quality Assurance Process Improvement Training & Development Team Leadership Operational Strategy SOP Development Knowledge Base Design Workflow Design Contact Driver Analysis Business Tagging Vibe Coding

Impact & Achievements

Key Career Milestones

Click on any achievement to learn more.

📞
Architected Pathao Pay CX IVR systems, including skeleton design, scripting, and recording to optimize automated routing.
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📋
Authored 10+ SOPs for Pathao Fintech operations to ensure consistency and compliance.
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📈
Integrated CSAT and NPS frameworks to measure service quality and customer loyalty across all touchpoints.
Click to expand →
🎯
Deployed result-oriented KPIs for the Pathao Pay CX team to align individual performance with organizational targets.
Click to expand →
📊
Built 15+ real-time dashboards to monitor operational health and support data-driven decisions at every level.
Click to expand →
⚡
Implemented iDesk for social media and email, significantly reducing FRT and AHT across channels.
Click to expand →
🏷️
Introduced business tagging to identify contact drivers and generate actionable business insights from interaction data.
Click to expand →
🤖
Developed an AI-based Knowledge Bank to improve agent efficiency and first-contact resolution for the support team.
Click to expand →
🎓
Developed onboarding frameworks, including training materials, calendars, and assessments to accelerate new hire readiness.
Click to expand →
🔧
Designed Performance Improvement Plans (PIP) for Central Ops to strengthen accountability and operational excellence.
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🎯
Led training and development initiatives across CX teams, building onboarding programs and skill assessment frameworks.
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🤝
Managed customer service operations across fintech and telecom, overseeing quality and service standards for consistent CX delivery.
Click to expand →

Academic Background

Education

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

Let's Connect

Get In Touch

📍 Contact Details
✉
Email
lavlu1211@gmail.com
📱
Primary Mobile
+880 1855 079 777
📞
Alternate Mobile
+880 1711 090 856
🔗
LinkedIn
linkedin.com/in/syfuzzamanlavlu
📍
Address
House 20, Road 18, Block-D, Pallabi, Mirpur-12, Dhaka-1216
Ready to Work
Together?

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

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