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Rock Star Award — Carnival Internet
CX Consultant & Trainer · Dhaka, Bangladesh

Turning every customer
interaction into
lasting loyalty

20+ years of Contact Center & CX leadership across Grameenphone and Carnival Internet — helping Telecom, ISP, and service teams build customer-first cultures through training, coaching, and operations strategy.

Book a free consultation View services
20+
Years experience
3
Teams currently leading
4
Digital platforms built
GP
Grameenphone alumni
Mohammad Yousuf — CX Consultant
Mohammad YousufAsst. Manager — CX & Contact Center
CAREER & INDUSTRIES
Grameenphone
Carnival Internet
Berger Paints
Romana Paints
What I offer

Services built for real teams

Every engagement is shaped by 20+ years on the ground — not theory. Whether frontline training or a full CX audit, I deliver practical results your team can apply immediately.

CX Training Programs

Practical, engaging training for frontline agents and supervisors — covering empathy, active listening, complaint handling, and service excellence. Built from real contact center experience.

Frontline AgentsSupervisorsIn-person · Virtual

Leadership Workshops

Equip team leads and managers with tools to build and sustain a customer-first culture — including coaching techniques, KPI interpretation, and performance management best practices.

Team LeadsManagersHalf / Full Day

Contact Center Consulting

End-to-end operational review — call flow, ticket handling, workforce planning, IVR, CRM, digital channels (WhatsApp, FB, Email). Backed by 20+ years of direct contact center operations leadership.

OperationsNPS / SQI / QAMulti-channel

CX Audits & Assessments

Identify gaps in your customer journey with a structured audit and get a clear, prioritized improvement roadmap. Ideal for organizations ready to make CX a genuine competitive advantage.

Journey MappingGap AnalysisRoadmap
Training packages

Choose the right engagement

Flexible programs designed around your team's size, level, and goals. All packages include printed materials, QA evaluation forms, and certification.

Starter
Foundation Training
Perfect for new teams or organizations introducing structured CX training for the first time.
  • 1-day in-person session
  • Up to 15 participants
  • Induction + Level 1 modules
  • QA evaluation form included
  • Level 1 certificates issued
  • Post-session coaching notes
Get a quote

Ideal for: Call centers, BPOs, new frontline teams

Most Popular
Professional
Full Certification Track
The complete Level 1 + Level 2 program — your team goes from basic to advanced in one structured engagement.
  • 5-day program (2 + 3 days)
  • Up to 12 participants
  • Level 1 & Level 2 modules
  • Role-play assessments included
  • Both certificates issued
  • 30-day follow-up coaching call
  • Omnichannel & data deep dive
Book this program

Ideal for: Telecom, ISP, established contact centers

Enterprise
Leadership & Supervisor Track
The full curriculum — from frontline induction through to supervisor certification. Built for organizations serious about CX excellence.
  • 9-day full curriculum
  • Up to 10 participants
  • All 4 levels: Induction → L3
  • Trainer's facilitator guide
  • Full certification suite
  • Custom QA forms for your ops
  • 90-day post-training support
Discuss enterprise needs

Ideal for: Large telecom operators, multi-site BPOs

What people say

Trusted by teams across Bangladesh

Real feedback from professionals who have trained, worked alongside, or been coached by Mohammad Yousuf.

Mohammad's training completely changed how our team handles difficult customers. The HEART model and empathy framework are now part of how we work every single day. Our NPS improved noticeably within a month.

R
Rafiqul Islam
Contact Center Supervisor · ISP Industry

What sets Mohammad apart is that his training comes from real experience — not a textbook. He knew our exact challenges before we even described them. The 1:1 coaching framework has transformed how I lead my team.

S
Sadia Akhter
Team Lead · Telecom Sector

We brought Mohammad in for a contact center audit and he identified gaps in our escalation process we had missed for years. His roadmap was clear, practical, and we started seeing results within two weeks of implementation.

K
Kamrul Hasan
Operations Manager · Service Industry
About

20 years turning service into loyalty

I'm Mohammad Yousuf — a Contact Center and Customer Experience leader based in Dhaka, Bangladesh. My career spans over two decades across Grameenphone Ltd. and Carnival Internet, two of Bangladesh's most prominent organizations.

Currently serving as Assistant Manager — Contact Center at Carnival Internet, I lead three teams: the Contact Center, Rural Outbound, and Network Monitoring Center (NMC). Beyond day-to-day operations, I've independently built digital training platforms, real-time monitoring dashboards, and automation tools from scratch.

My M.Sc. in Psychology (Jagannath University College) gives me a deeper lens for understanding customer behavior, team dynamics, and human-centered service design.

Why Customer Experience Matters

A powerful perspective on why CX is the key to sustainable business success — one I've lived and applied for 20+ years.

Active Listening

Hearing what customers truly need, simplifying complexity, taking decisive action.

Empathy-First

Seeing through the customer's eyes, listening with their ears, feeling with their heart.

Solution-Oriented

Taking full ownership, thinking innovatively, always delivering on promises.

Career

20+ years of hands-on leadership

From managing a Grameenphone service center in Khulna to building digital platforms at Carnival Internet — every role shaped my CX philosophy.

Contact Center OpsNPS / SQI / QAKPI ManagementWorkforce PlanningCRM SystemsIVR / SIPWhatsApp / FB BotTeam CoachingProcess AutomationEscalation MgmtData AnalysisDigital Transformation
November 2016 – Present
Assistant Manager — Contact Center | CX & Operations
Carnival Internet (Systems Solutions & Development Technologies Ltd.) · Dhaka

Leading three teams — Contact Center, Rural Outbound, and Network Monitoring Center (NMC).

  • Oversee call flow, ticket handling, and agent availability across Call, Email, Facebook, WhatsApp and other channels
  • Monitor NPS, SQI, and QA scores; prepare hourly, zone-wise, and issue-wise operational reports
  • Conduct team performance reviews, coaching sessions, and KPI evaluations
  • Handle VIP, urgent, and critical customer escalations with full ownership
  • Built C-Academy training platform, real-time ops dashboard, and automated bill submission system
April 2014 – October 2016
Service Team Leader
Grameenphone Ltd. · GPC Gulshan, Dhaka
  • Managed customer service operations at one of GP's flagship Gulshan service centers
  • Supervised service representatives and monitored service quality metrics
  • Resolved customer complaints and ensured timely, consistent service delivery
February 2006 – March 2014
Deputy Center Manager / Customer Manager
Grameenphone Ltd. · GPC Khulna
  • Managed full service center operations in the Khulna region for 8 years
  • Designed the first GPC Local Sales & Marketing (LSM) strategy in 2012 — later implemented nationally
  • Winner of Best Smile Contest and Customer First Day Competition — both at national level, 2013
2002 – 2006
Sales & Client Relations
Berger Paints Bangladesh Ltd. & Sagar Chemical & Paint Industries Ltd.

Built foundational skills in client relationship management, market development, and business target achievement.

Recognition

Awards & achievements

Rock Star Award — Carnival Internet
Recognized for best overall performance in contact center operations and customer experience.

100%+ KPI Achievement
Achieved business targets consistently at 100% and above during multiple KPI evaluation cycles.

Best Smile Contest — National Winner (2013)
Recognized nationally at Grameenphone for embodying the spirit of customer-first service.

Customer First Day Competition Winner (2013)
Awarded for exceptional commitment to putting customers at the center of every interaction.

Champion — GPC Sales Competition "Lets Win" (2012)
Top performer in Grameenphone's nationwide sales and service competition.

National LSM Strategy Designer (2012)
Designed the first GPC Local Sales & Marketing strategy — subsequently implemented nationally across Grameenphone.

Digital initiatives

Built from the ground up

Beyond consulting and training, I've independently designed and built digital tools that improve real contact center operations.

CEX — Knowledge Sharing Platform

A centralized CX knowledge platform providing practical training resources on Active Listening, Empathy, Service Excellence, and Leadership.

Visit platform

C-Academy — Internal Training Platform

Built for Carnival Internet contact center agents — service scripts, etiquette guidelines, channel flow processes, and operational information.

Visit platform

Operations Monitoring Dashboard

Real-time dashboard tracking KPIs, call/ticket status, NPS/SQI scores, agent performance, and service metrics.

Internal tool — Carnival Internet

Automated Bill Submission System

Digitized the manual process for conveyance and remote support bill submission — reducing paperwork and accelerating processing time.

Visit platform
When people talk, listen completely. Most people never listen.

— Ernest Hemingway

Training methodology

How I train teams

My training philosophy centers on three proven disciplines — the building blocks of every high-performing customer service team.

The Empathy Factor

Empathy is powerful because it doesn't always require a physical solution — often, it only requires genuine understanding.

Angry customers
Pause. Listen. Validate feelings first. Empathy before solutions.
Impatient customers
Respect their time. Commit to speed. Over-deliver on promises.
Know-it-all customers
Validate their expertise. Guide gently. Lead with respect.
Dissatisfied customers
Listen deeper. Ask smarter questions. Exceed expectations.

From Passive to Active Listening

True service requires moving beyond cosmetic listening to deep, active listening — where you are fully present for the customer.

AspectCosmetic (passive)Deep (active)
MindsetMind is elsewhereUnderstanding values & emotions
AttentionMultitaskingFully present
PhoneOn and distractingPut away
ResponseGeneric repliesParaphrases & clarifies

Wisdom of Geese — Team Dynamics

Geese fly 71% farther in V formation than alone. Customer service teams that operate with the same principles go much farther too.

Stay in Formation

Teamwork creates uplift for everyone.

Share Leadership

When one tires, another steps up.

Encourage Each Other

Honk to motivate those ahead.

Support the Weak

No one is ever left behind.

Service Solutions Mindset

Service solutions aren't just processes — they're a mindset. I help teams deeply understand customer needs and deliver service that builds lifelong loyalty.

  • Proactive — Anticipate needs before they become problems.
  • Take Ownership — Full responsibility for solving every issue, every time.
  • Think Innovatively — Creative solutions, not scripted responses.
  • Keep Promises — Always deliver exactly what you commit to.
Get in touch

Let's work
together

Ready to transform your team's customer experience? Let's discuss a training program, leadership workshop, or contact center audit. I'll respond within 24 hours.

Mobile (Personal)01953-819309
LocationMoghbazar, Dhaka-1217, Bangladesh
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