MD Towhidul Islam
Lisboa,Lisboa
Summary
Customer service specialist with over ten years of experience supporting clients across technical support, digital platforms, and fast-paced service environments. Highly skilled in managing large volumes of inquiries, resolving complex issues, and consistently achieving performance targets.
Brings strong end-to-end service experience, including investigating customer concerns, maintaining accurate documentation, and collaborating with specialized teams when needed. Well-versed in KYC, CDD, Ongoing Due Diligence, AML awareness, and compliance requirements within regulated industries.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Technical Advisor, Veo
Foundever
Lisbon, Portugal
08.2024 - 03.2025
- Resolved customer queries on first contact to enhance overall satisfaction.
- Performed corrections to improve customers’ technical knowledge.
- Educated customers on product and policy to facilitate prompt resolution of issues.
- Supported compliance initiatives aligned with KYC and ODD requirements
English Advisor, TikTok (EN)
Foundever
Lisbon, Portugal
10.2023 - 07.2024
- Communicated efficiently with customers, providing relevant information in a friendly manner
- Evaluated and identified customer needs to improve satisfaction.
- Contributed to action plans aimed at achieving team objectives.
- Responded to alerts and conducted preliminary investigations of suspicious activities.
- Resolved customer issues efficiently with timely solutions.
- Raised complex or high-risk cases to the second-level investigation team.
- Handled high-volume workloads while meeting KPIs and SLA targets.
Marketing Manager
groupdot ltd.
Dhaka, Bangladesh
01.2019 - 08.2022
- Promoted business and increased brand awareness through targeted campaigns and strategic outreach.
- Supported branding and communication strategy development initiatives.
- Contributed to planning and execution of marketing campaigns.
- Facilitated customer interactions and addressed inquiries to improve customer satisfaction and loyalty.
- Coordinated with teams to support ad hoc projects and business objectives.
Event and Activation Manager
Dotcreat Ltd.
Dhaka, Bangladesh
04.2014 - 12.2018
- Assisted in planning and executing events to meet organisational objectives.
- Helped develop communication and branding strategies to support business goals.
- Supported project delivery by managing heavy workloads to meet deadlines.
- Aided in overseeing budget management processes.
- Provided assistance in investigating and resolving customer issues while maintaining professionalism and accuracy.
- Supervised supply purchases, management and tracking in line with budgetary requirements.
Education
Bachelor of Business Administration - Marketing
University of Liberal Arts Bangladesh (ULAB)
Dhaka01-2019
Skills
- Adaptable and quick learner
- Customer support and issue resolution
- Verbal and written communication
- Technical troubleshooting
- Project management
- Task prioritisation in high-volume environments
- SLA and KPI management
- Compliance awareness (KYC and ODD)
- Microsoft Office proficiency
Languages
English
Advanced
C1
Portuguese
Elementary
A2
Certification
- Sport Event Management from the International Olympic Committee
- Web summit volunteer (2023, 2024)
Hobbies and interests
- Volunteering and community engagement
- Travelling and cultural exploration
- Sports and team-based activities
- Personal development
Timeline
Technical Advisor, Veo
Foundever
08.2024 - 03.2025
English Advisor, TikTok (EN)
Foundever
10.2023 - 07.2024
Marketing Manager
groupdot ltd.
01.2019 - 08.2022
Event and Activation Manager
Dotcreat Ltd.
04.2014 - 12.2018
Bachelor of Business Administration - Marketing
University of Liberal Arts Bangladesh (ULAB)