Md. Rakibul Hassan
- Experience
- 6 Years
- Industries
- Courier and Logistics
- Expertise
- Customer Service & Experience, Sales & Customer Experience, Employee Development
Shahbaz Hossain
Senior Executive- Process & Compliance · Pathao
Availability
Available Days
Mon
Tue
Wed
Thu
Fri
Sat
Sun
Delivery
💻 Online
🏢 Offline
Available Time
Contact for scheduling details
Status
Available
About
Shahbaz Hossain is a Process & Compliance professional with over four years of experience in logistics operations, reporting, business analytics, and process improvement. Currently serving as Senior Executive – Process & Compliance at Pathao Courier, he has led multiple operational improvement initiatives, developed business requirement documents (BRDs), product requirement documents (PRDs), salary automation workflows, attendance automation systems, and analytics dashboards. His expertise includes translating business needs into scalable operational solutions while leveraging data-driven decision-making. He is passionate about sharing practical industry knowledge through hands-on training sessions.
Professional Experience
Pathao
Senior Executive- Process & Compliance
2026 — Present
Led the Courier Agent Management (CAM) function, overseeing operational processes, policy implementation, compliance monitoring, and workforce management across the network. Identified operational gaps in delivery, pickup, inter-facility transfer, inventory management, fulfilment, and compliance processes, and transformed business requirements into technology-driven solutions. Initiated and managed eight process automation and system development projects from requirement gathering and business analysis through implementation and production deployment, resulting in improved efficiency, data accuracy, transparency, and accountability. Collaborated with operations, product, engineering, and business teams to define project scopes, prepare business requirement documents (BRDs), establish process workflows, and ensure successful implementation. Developed policies, standard operating procedures (SOPs), dashboards, and performance-monitoring frameworks to strengthen operational governance and compliance. Led cross-functional initiatives focused on automation, productivity enhancement, cost optimization, fraud prevention, and operational excellence.
Pathao
Senior Executive: Reporting and Analytics
2025 — 2026
-Lead Reporting & Analytics operations for the Rides and Food Customer Experience (CX) departments, ensuring data-driven decision making across support teams. -Design and revamp CX agent KPIs based on evolving business requirements, improving performance measurement and operational efficiency. -Provide analytical leadership and operational insights for the Pathao Rides CX teams, particularly supporting Live Chat, Campaign, Report Issue, and Complaint Management teams. -Monitor and analyze Customer Satisfaction (CSAT) metrics to identify service gaps and recommend improvement strategies. -Develop and manage automated BOT solutions for the Live Chat and Social Media support teams, enhancing response speed and reducing manual workload. -Prepare and present monthly CX performance and operational data for Rides Business CEO Sync, enabling leadership to track CX performance and business impact. -Act as the central point for all CX data-related analysis and reporting across both Rides and Food verticals, resolving data issues and delivering actionable insights for multiple stakeholders.
Pathao
Executive: Reporting and Analytics
2023 — 2024
-Develop reporting format. -Analyze data and collaborate with the stakeholder to evaluate business parameters, and improve business performance. -Develop WBR & Metrics meeting format. -Creating dynamic dashboards for the management. -Creating & Evaluating employee performance reports. -Identify root causes for KPI deviation and corrective action tracking. -Design report for any kind of Adhoc requirement from the management team. -Doing NPS (Net promoter score) & CSAT (Customer Satisfaction Survey) survey for understanding customer experience & demand after that make changes to business modality for better customer experience. -End-to-end project management.
Pathao
AIM Intern
2023 — 2023
Training Topics
Process Improvement & Automation
Learn how to identify process gaps, optimize workflows, and implement automation solutions to improve operational efficiency.
Learning Objectives
Learn how to identify operational bottlenecks, analyze existing workflows, and implement automation solutions to improve efficiency, accuracy, and accountability.
Training Plan / Agenda
Fundamentals of process management Process mapping and workflow design Root cause analysis (5 Whys, Fishbone Diagram) KPI development Automation opportunities Case studies
Training Modules
30% theory, 50% practical exercises, 20% case studies
Target Audience
Operations executives Team leaders Supervisors Business analysts Process managers
Expected Outcomes
Understand process mapping techniques. Identify operational gaps and inefficiencies. Design improvement initiatives. Measure process performance using KPIs.
Training Duration
8 Hours
Delivery Method
Online
Materials Included
Presentation slides Process flow templates KPI tracker templates Practical case studies
Business Analysis & BRD Writing
Develop the skills required to gather requirements, analyze business problems, prepare BRDs, and successfully implement technology solutions.
Learning Objectives
Enable participants to effectively gather business requirements, document processes, prepare comprehensive BRDs, manage stakeholders, and translate business needs into practical system solutions.
Training Plan / Agenda
Gather business requirements effectively. Write clear BRDs and process documents. Manage stakeholders. Convert business problems into system solutions.
Training Modules
50% theory, 30% practical exercises, 20% case studies
Target Audience
Product managers Operations teams Business analysts Compliance teams Project managers
Expected Outcomes
Gather business requirements effectively. Write clear BRDs and process documents. Manage stakeholders. Convert business problems into system solutions.
Training Duration
10 Hours
Delivery Method
Online
Materials Included
BRD templates Workflow diagrams Project documentation samples
Supply Chain Analytics
Learn how to use analytics to optimize inventory, transportation, warehouse operations, and delivery performance.
Learning Objectives
Provide participants with practical knowledge of supply chain operations, performance measurement, demand forecasting, capacity planning, and data-driven decision-making techniques.
Training Plan / Agenda
Supply chain fundamentals KPI measurement Forecasting techniques Capacity planning Performance optimization Practical case studies
Target Audience
Logistics professionals Supply chain executives Operations managers Warehouse managers
Expected Outcomes
Understand supply chain KPIs. Improve resource utilization. Reduce operational costs. Strengthen forecasting accuracy.
Training Duration
12 Hours
Delivery Method
Online
Materials Included
KPI framework Dashboard templates Performance reports
Data Analytics (Microsoft Excel)
Enable participants to transform raw data into meaningful insights by using Microsoft Excel for data cleaning, analysis, visualization, reporting, and decision-making.
Learning Objectives
Learn practical Excel skills used in business analytics, operations, finance, and supply chain management to transform data into actionable insights and build professional dashboards.
Training Plan / Agenda
Training Plan / Agenda Module 1: Excel Fundamentals Workbook and worksheet management Cell formatting Data validation Conditional formatting Module 2: Essential Functions IF, IFS, AND, OR SUMIFS and COUNTIFS XLOOKUP and VLOOKUP INDEX and MATCH TEXT, LEFT, RIGHT, and MID Module 3: Data Cleaning and Preparation Removing duplicates Handling missing values Text-to-columns Flash Fill Data transformation techniques Module 4: Data Analysis Pivot tables Pivot charts Sorting and filtering Trend analysis KPI measurement Module 5: Dashboard Development Interactive dashboards Slicers Dynamic charts Automated reports
Training Modules
Training Model 20% theoretical concepts 60% practical exercises 20% case studies
Target Audience
MIS executives Operations executives Business analysts Finance professionals Supply chain professionals Students and fresh graduates
Expected Outcomes
By the end of the training, participants will be able to: Clean and organize large datasets. Use formulas and functions efficiently. Perform data analysis and identify trends. Create dynamic reports and dashboards. Build automated reporting systems. Make data-driven business decisions.
Training Duration
12 hours
Delivery Method
Online
Materials Included
Presentation slides Practice datasets Dashboard templates Formula cheat sheets Assignments Case studies
Portfolio
Key Achievements
Winners of Hult Prize On-Campus Program
HULT PRIZE FOUNDATION · 2022
The Hult Prize is one of the world's largest student entrepreneurship programs operating in more than 3000 university campuses in 121+ countries. Me and my team got the first prize at Hult Prize ULAB 2022 On-Campus Program.
View →Semi Finalist at Over The Wall (Season-1)
Marico Bangladesh Ltd · 2022
Presenting our business idea to the distinguished CXO Panel at Marico Bangladesh was an unforgettable experience. The process offered incredible learning opportunities, with valuable guidance from our mentors and constant support from my teammates at every step.
View →Certifications
Consulting Internship Experience
HPCP01 Level 1 Pitch Course
The Fundamentals of Digital Marketing
Excel Skills for Business: Essentials
Foundations of Business Strategy
Reviews
No reviews yet.
Related Experts
View all →
✔ Verified
Mohammad Ashraful Alam
- Experience
- 5 Years
- Industries
- Banking, Fintech, MFS Industry
- Expertise
- AI & Automation, Cyber Security & Cloud, Automation & Workflow Design
From ৳2,000/hr
View Profile
Md Asikul islam Azman
- Experience
- 5 Years
- Industries
- Telecom
- Expertise
- Customer Service & Experience, Operations & Process Improvement, Training and Development
From ৳300/hr
View Profile
Md. Rayhan Mollah
- Experience
- 6 Years
- Industries
- Fintech
- Expertise
- Customer Service & Experience, Operations & Process Improvement, Process and Compliance
From ৳1,000/hr
View Profile