Ujjal A Gomes

The innate desire for success resides in every person. But very few navigate life's challenges with competence, relentless effort, skill, and unyielding perseverance to achieve the success. Only exemplary individuals overcome obstacles with sagacity and dedication, standing as inspirations for the youth, and propelling progress with resilience and tenacity. 
 
In such a limitless realm of ambition, Musnad E Ahmed's odyssey embodies the credo that the sky holds no confines. Emerging from humble origins, his entrepreneurial zeal has catapulted SkyTech, the call center company he established, into a juggernaut, boasting a workforce of 600 professionals and an annual revenue of a remarkable $5.5 million.
 
The visionary entrepreneur who turned a modest beginning into a flourishing empire with SkyTech with a dream and determination to overcome adversity. Starting with no resources, he embarked on the challenging path of entrepreneurship.
 
TechWorld Today presents the inspiring journey of Musnad E Ahmed, illustrating that the sky is truly the limit in the world of entrepreneurship.
 
Childhood by the Teesta's banks
In the bucolic haven of Gannarpar village along the Teesta River in Gangachara Upazila upazila of Rangpur, Musnad E Ahmed, the youngest of three siblings born into a family of educators, savored his early years.
 
His father, a principled school teacher, chose not the allure of lucrative government positions but the noble path of imparting knowledge. His mother was a housewife. Reflecting on his father's legacy, Musnad highlighted his academic achievements—a Bachelor of Commerce (BCom) from Rajshahi University—and valor during the 1971 Peace War, a testament to principles steadfastly upheld.
 
Adventurous Youth
After completing primary education at Gannarpar Primary School, Musnad entered Gangachara Adarsha High School in Class VI. His rapport with his teacher and father was amicable, spending teenage days studying and playing under his guidance. In 2002, he excelled in the secondary examination from the same school.
 
Reflecting on his parents' aspirations, Musnad shared, "Their dream was for me to become a prominent doctor by studying in Dhaka," fueling my early passion for biology. Enthusiastically, I also delved into the world of literature, finding joy in reading storybooks and novels.
 
A lonely journey starts in Dhaka
May 2002 marked Musnad's solitary arrival in Dhaka, his eyes brimming with dreams for the future. Immersed in the enchanting aura of the capital city, he sought refuge in his uncle's residence in the cantonment. Enrolling in BAF Shaheen College for higher secondary studies, Musnad fondly recalls, "I was a sociable and diligent student since childhood. However, the transition to Dhaka introduced urban culture, creating barriers in forging friendships. As I was from the village, none of my city classmates embraced me, casting a shadow over my college days, devoid of camaraderie and impacting my higher secondary education negatively,”
 
Simultaneously, a tragedy struck three months before the high school final exam, with news of his father suffering a debilitating stroke. As the father was the family's sole provider, the financial strain compounded, and the crops from their land couldn't meet expenses. Despite this adversity, Musnad achieved honors in his high school exam in 2004. He then aspired to become an army officer, undergoing ISSB training entrance exams, yet destiny did not favor his ambitions.
 
Despite getting a chance at the Agricultural University, the studies were not completed
In 2005, despite securing a place at the Agricultural University in Mymensingh, completion of studies eluded Musnad. Unwilling to acclimate to the new environment, his determination anchored him to Dhaka, pledging to enhance his competence and efficiency at any cost. Abandoning the agricultural university, he enrolled in the textile engineering department at a private university in Dhaka.
 
Financial constraints due to father's stroke
As a diligent student, Musnad underwent transformative personal changes. With resilience, he navigated university life successfully, adapting to a new environment and forging friendships. However, the family's financial struggles prompted Musnad to recognize the luxury of private university education in their circumstances. Initiating tutoring early in his university journey, he sustained three semesters but eventually faced difficulties in affording semester fees, leading to the discontinuation of formal education. Defying family requests to return to the village, he remained in Dhaka with the steadfast aim of self-establishment.
 
In 2006, despite the halt in institutional education, Musnad's relentless pursuit of knowledge continued through private studies. Driven by unwavering self-confidence and determination, he embarked on a challenging journey, leaving his uncle's house in the cantonment. Joining a friend's coaching center, Musnad not only taught students but also contributed as a manager in exchange for lodging and meals.
 
Fueled by a lifelong passion for information technology, Musnad, alongside teaching, invested earnings in career-focused training programs, completing courses in Computer MS Applications, Spoken English, and Bangladesh Small and Cottage Industries Corporation’s Entrepreneurship Development course. His unyielding dream, reaching for the sky, propelled him through life's adversities, shaping a resilient and ambitious trajectory.
 
Mastering English: A Journey of Perseverance
Time swiftly passes, and in its passage, young dreamer Musnad diligently prepared for his career by tutoring students and honing his soft skills. He embarked on a journey to make himself efficient in English.
 
The secret to his polished English, he revealed, lay in undertaking courses with B Rahman and FM methods. A unique strategy for rapid reading development emerged during daily bus rides from Uttara to Banani. Focused on deciphering English signboards along the route, an amusing incident involving the misspelled 'Helvetia' restaurant compelled him to investigate and correct the error by reading the menu card.
 
Embracing the Call Center Realm
In the year 2008, Musnad, fortified by career-oriented soft skills training, restored his self-confidence. His innate eloquence, manners, and actions became his forte. The call center industry beckoned, and Musnad pursued professional education and training at Al Amir International Call Center.
 
After three months of rigorous training, he sought employment, ultimately securing a position at HMC Technology Limited, an international standard call center. Though faced with initial uncertainty, Musnad eventually joined as a Customer Service Agent, balancing nocturnal call center duties with six to seven hours of teaching during the day.
 
“Days and weeks passed without a response from the employer and I thought that I would not get the job. Two months later, the call came. I secured the position as a Customer Service Agent, working eight-hour night shifts at the call center. After five hours of morning sleep, I taught students for 6-7 hours at my friend's coaching center.”
 
Career Ascendancy
Musnad's commendable performance in a brief period garnered attention. His honesty, faithfulness, and dedication are reflected in his work, elevating his standing in the call center industry. Despite an initial monthly salary of 9 thousand Taka, he embraced change, securing a position at 'Legato Services Limited' with a salary of 24 thousand 500 taka.
 
Beginning as a Customer Relations Executive in June 2009, Musnad's relentless commitment saw him ascend to Team Leader, Operations Supervisor, and eventually Quality and Operations Supervisor. His dynamic leadership injected vitality into the team, contributing to the company's continued profitability.
 
The young dreamer's eyes were filled with aspirations to excel, having acquired international call center management skills. Despite leaving his friend's coaching center for a higher-paying job, he sublet a house from an acquaintance. Collaborating with his friend, he launched a branch of MBBS coaching center in Uttara with permission of the owner Mr. Manju. 
 
When fortune began to smile upon him
In 2011, Musnad's stellar performance as Quality and Operations Supervisor at Legato Call Center gained market recognition. Digicon Technologies Limited's business consultant recommended him to join Digicon, despite academic qualifications being a hurdle. Through special arrangements, Digicon appointed him as a Quality Analyst with the condition of submitting a graduation certificate after two years of study. Undeterred, Musnad embraced the challenge, juggling his academic pursuits with his day job and relinquishing the coaching center partnership.
 
With free nights, Musnad couldn't ignore the urge to do something for himself. Creating a profile on freelancer platforms like Upwork (formerly known as Odex), Elance, and Freelancer.com, he landed a telemarketing job at an American company, earning $3.50 per hour by the end of 2011. Despite challenges in receiving payments, Musnad's persistence paid off after six months with the opening of a Pioneer account and he received $400. 
 
Reflecting on his first significant freelancing income, Musnad expressed indescribable joy. 
“The joy I felt that day is difficult to express in words. After that, my love and confidence in freelancing work grew.,”
 
“My confidence in freelancing grew, leading to more sincere efforts and subsequent job opportunities in telemarketing and telesales. Balancing daytime office work with nighttime freelancing marked the ongoing days of his life's career-building struggle,”
 
Digicon to Edison 
While pursuing university studies, Musnad found himself navigating the dual role of a quality analyst at Digicon's call center. The challenge intensified with nighttime freelancing, impacting his regular morning office attendance. Management discussions about punctuality became frequent.
 
In 2012, the situation at Digicon reached an impasse, making it untenable to continue. Musnad made the bold decision to part ways and embarked on a new journey, joining Edison Group as the Call Center Coordinator for its mobile phone brand Symphony. “The new role demanded 8 hours of daily office work, supplemented by 8-10 hours of nighttime freelancing at an American telecom center, leaving me with a mere 4-5 hours of sleep within a 24-hour period,”
 
The dream journey started with only 3 laptops 
In 2013, Musnad took a significant step towards his dream, renting two rooms. Despite financial constraints, he initiated the venture with three laptops - one from his youth development training, one from Edison Group, and another from a coaching student. The two-room house's drawing room became the makeshift office for his freelancing activities.
 
When the client shaped the trajectory of success
July 2013 proved transformative as Musnad's commitment to delivering quality work prompted clients to suggest establishing a company. Recognizing the potential in building a team, Musnad, armed with only one and a half lakh taka, secured a loan of Tk 3.25 lakh through Symphony's call center salary account. The decision was made - the company would launch in September. 
 
Building the Foundation
In September 2013, armed with loan money, Edison Group job salary, and freelancing income, Musnad materialized his dreams. Renting a 1,450-square-foot floor, he lived alone in one room and transformed another into a workspace with 12 work stations. The remaining funds were judiciously utilized for office decoration, rent, and acquiring essential equipment, including laptops.
 
“With a total of 5 laptops at my disposal, I reached out to former coaching students, offering jobs at TK 12,000 on a contractual basis. As new projects flowed in, the workforce expanded to 25. Progressing further, I rented the top floor of the building for staying and converted the entire floor below to office,”
 
SkyTech Solutions Takes Flight
As the company's income soared, the need for a trade license and an official name arose. The unanimous decision of the board of directors led to the birth of 'SkyTech Solutions,' a name signifying the company's global reach and limitless potential.
 
Shifting Gears: Edison to Keimu
In January 2015, Musnad transitioned from his role as a call center coordinator at Edison Group's Symphony Mobile to become the Head of Customer Service at online platform Keimu.com. Reflecting on his journey, Musnad emphasized achieving his career goal of departmental leadership. By the end of 2015, he parted ways with Keimu, redirecting his focus to entrepreneurship. “Freelancing in American projects at night and exploring opportunities during the day, we secured a project from Australia, marking a pivotal moment in the company's growth. The third floor of the building became the new headquarters, expanding from 25 to 45 stations. As time swiftly passed, success continued to unfold.”
 
Farewell to University
Managing daytime office responsibilities with nighttime management duties for his own company, Musnad undertook the intricate task of securing projects from overseas clients and leading his team. Despite the demanding schedule, he seamlessly managed university studies, culminating in his graduation with a BBA in 2014. The fruits of hard work, persistent pursuit, and unwavering perseverance marked the culmination of his academic journey.
 
Nature's Wake-Up Call
The toll of neglect on Musnad's body became evident as a kidney problem surfaced. Advised by doctors to prioritize a minimum of 7 hours of sleep daily, this health setback, however, coincided with his company's increasing success.
 
The Unraveling of Dreams
In 2016, a sudden negative impact reverberated through all call centers in the country, including Musnad's. The carefully constructed dream came crashing down as the workforce dwindled from 45 to 9. Former comrades, trained with care, departed to pursue their own initiatives, leaving Musnad in a challenging predicament. However, a new call center initiative initiated by the ex-employees did not materialize.
 
A Determined Resurgence
Undeterred by setbacks, Musnad embraced the motivation of the song, "If the goal is unwavering, faith is in the heart, we will meet in victory." With conviction, he commenced a turnaround mantra, utilizing a fixed deposit of 10 lakhs from the bank and restarting operations with a team of 9. In just 6 months, the business secured work worth 3.5 million US dollars, propelling his dream forward. The team expanded to 55 people, with paying a monthly salary of 40 lakhs and monthly income exceeding Tk 15 lakh. Musnad's dream surged ahead at an astonishing pace, leaving no room for turning back.
 
Entrepreneurial Evolution
In 2017, Musnad, the creative force behind SkyTech Solutions, decided it was time to transition from serving various clients in America and Canada to becoming a client himself, working directly in the American market. This strategic shift aimed to birth innovative services in sales and marketing that could not only revolutionize the country's BPO industry but also find resonance in the international market.
 
A New Dawn
Commenting on this transformative decision, Musnad revealed, "I have designed services through which I engage directly in sales and marketing with customers in the American market. By working contractually and removing third-party clients, I established a new company in accordance with American regulations."
 
As time progressed, Skytech's scope expanded, with the visionary entrepreneur engaging in sales and customer service collaborations with 7-8 call centers in the country. This collaborative effort not only created employment opportunities for local entrepreneurs but also contributed to the foreign income that bolstered the national economy.
 
SkyTech’s solid position in global BPO industry
SkyTech Solutions emerged as a key player in the international BPO arena, predominantly serving the US, Australia, and Canada markets as teleservice provider. The company's clientele, primarily from America and Australia, spans various sectors, including lenders, logistics, and local service providers. Skytech specializes in business-to-business and business-to-customer processes, aiding over 50 companies across 30 US states in connecting with their customers.
 
The company provides vital support to American e-commerce and food delivery firms, offering voice customer support, chat support, and email support. In Australia, SkyTech facilitates appointment setting and telemarketing services for companies involved in the country's government energy-saving projects. Additionally, for a Canadian client, the company provides lead generation, back office support, customer support, and Google Map SEO support for local businesses in America, London, and Canada, showcasing its versatility and global impact.

SkyTech Solutions' Financial Triumphs
The thriving entrepreneur leading SkyTech Solutions proudly declares the current workforce at 650 employees. Calculating the revenue generated, the average income surpasses an impressive 5.5 million dollars. “These earnings are a testament to the success of the company's telemarketing services provided to foreign companies from Bangladesh, showcasing the prowess of the nation's youth in the international market,” he said
 
Wisdom for Aspiring Entrepreneurs
Musnad shares valuable advice for those aspiring to venture into the call center customer services sector. Emphasizing the importance of unwavering determination and setting specific goals, he advocates for developing a skillset through formal education and training. Staying abreast of evolving market dynamics, technological advancements, and international call center customer service standards is crucial. Musnad underscores the significance of honesty, diligence, dedication, and sincerity, asserting that hard work remains unparalleled on the path to success.
 
Navigating BPO Challenges
Musnad sheds light on the challenges faced by the BPO sector, pinpointing the payment gateway issue as the foremost obstacle. Additionally, he highlights the need for efficient creation of human resources and streamlined processes in relevant government departments. Approval delays for IP changes, bandwidth increases, and call center scope expansions pose significant hurdles. Musnad advocates for easing restrictions on Voice over Internet Protocol (VoIP) or voice bandwidth limits for registered call centers, stressing the importance of reduced approval and verification times.
 
Aspirations for the Future
Looking ahead, Musnad envisions leveraging his experience to provide international-quality services to both domestic institutions and the global market. The goal is to elevate the quality of services within the domestic market. SkyTech Solutions aims to expand its scope of activities by 2025. Musnad, a visionary dreamer, remains committed to pushing boundaries and realizing ambitious business dreams.

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