Hi, I'm Sagor — I lead CX teams and automate support operations for fintech and e‑commerce.
CX Team Lead • Client Success • CX Operations
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I design data-driven CX systems that improve CSAT, reduce resolution time, and scale onboarding with automation.
About Me
CX leader with a track record of boosting CSAT, retention, and onboarding success for fast‑growing digital organizations. I manage large user bases, resolve complex issues, and convert feedback into measurable service improvements. I build automation (RAG/AI, n8n) and performance frameworks that shorten resolution times, improve accuracy, and enable human‑centered support at scale.
5+
Years in CX
50K+
Users Managed
10+
Team Members Led
100+
Sellers Onboarded
Skills & Expertise
CX & CRM
Customer Experience Management
Customer Support & Engagement
Customer Journey Mapping
Ticket Management
Issue Resolution
NPS/CSAT Management
KYC/AML (fintech compliance)
Automation & Analytics
AI Agents (RAG)
Workflow Automation (n8n)
KPI Frameworks
SLA/Backlog Monitoring
Reporting & Insight Dashboards
E‑commerce & Marketplace Ops
Seller Onboarding & Compliance
Account Optimization
Performance Tracking
Dropshipping Workflows
Leadership & Collaboration
Team Leadership & Training
Cross‑functional Coordination
Conflict Resolution
Decision Making
Tools & Platforms
Zendesk
Crisp
LMS
ClickUp
Slack
Google Workspace
MS Office
Zoom
Adobe Suite
Canva
n8n
Experience
Team Lead, Customer Experience
Priyo Pay
Dhaka, Bangladesh
Jul 2025 – Present
- •Lead CX for a cross‑border payments platform serving freelancers and businesses.
- •Built automation with AI agents and n8n to reduce manual handling and speed up workflows.
- •Introduced CX quality standards and KPI reviews (CSAT, SLA, backlog, churn risk).
- •Managed ticketing with Zendesk + Crisp, improving responsiveness and FTR.
- •Partnered with Product/Risk/Compliance to resolve KYC/AML and high‑impact issues.
Operations Manager, Client Experience
LC‑Ecommerce
USA (Remote)
Aug 2022 – Present
- •Owned seller/buyer onboarding and compliance; improved seamless account creation.
- •Acted as primary client POC, delivering data‑driven insights and retention outcomes.
- •Optimized accounts to boost visibility, sales performance, and profitability.
- •Built KPI reports for progress tracking, opportunities, and strategy adjustments.
- •Streamlined ops and reporting; increased team task efficiency by ~35%.
Team Lead, Customer Experience
Ostad Ltd.
Dhaka, Bangladesh
Jul 2023 – Jan 2025
- •Led CX for a live learning platform, improving satisfaction and engagement.
- •Managed 5,000+ learners across 25+ batches; coordinated 30+ instructors.
- •Reduced average response time to under 1 hour and improved retention.
- •Standardized daily operations and communication for seamless delivery.
Executive (E‑commerce), Client Experience
CM Work Solutions
Dhaka, Bangladesh
Sep 2020 – Dec 2021
- •Managed Amazon/Walmart accounts: listing optimization, fulfillment, support.
- •Drove buyer satisfaction with prompt resolutions and relationship building.
- •Contributed to revenue growth via data‑led operational improvements.
Featured Achievements & Projects
RAG‑based AI Agent
Priyo Pay
Automated triage and assistance; reduced manual handling by ~50%.
Impact: Knowledge accuracy improved across tickets through trained internal models.
Automation & Reporting Framework
Priyo Pay
n8n email/system automations reduced manual workload by ~70%.
Impact: Resolution time cut from >24h to <1h through workflow optimization. CX KPI framework increased visibility and decision‑making speed.
Learning Ops Excellence
Ostad
Response time consistently <1h; improved course outcomes and satisfaction.
Impact: Built standardized CX playbooks; coordinated CX team (10+) and 30+ instructors.
BRAC ISD Online Program
BRAC
Project Coordinator (6 months) for Digital Marketing, Graphics Design, Content Writing, Telesales, PoD, Leadership courses.
Impact: Drove scheduling, instructor coordination, learner engagement, and stakeholder reporting.
Get In Touch
Have a question or opportunity? I'd love to hear from you.