(Graduate with over all * years * month of experience in customer service & Quality Analyst )

RESUME

Tukuna Dakua

Akbar Hussein

Rajarhat, Near City Center-II

Pin-700059

Mob no-096********/983-***-****

Email- acguua@r.postjobfree.com.

acguua@r.postjobfree.com

CAREER OBJECTIVE

To work towards multiplying knowledge & skills. To strive continuously add value and

Contribute towards the growth of the organization, so to attain responsible position from my

efforts.

WORK EXPERIENCE :

13th Month working in Kochar Infotech Pvt Ltd as a Quality Analyst. (21st APR 2013 – 7 AUG

2014)

2 Years working in Kochar Infotech Pvt Ltd at Kolkata as Senior Executive. (27th JUNE 2011 –

20TH APR 2013)

16 Months Working in IBM Global Process Services as Operation Executive.( 13th APR 2009 –

31ST AUG 2010)

JOB RESPONSIBILITY (Quality Analyst, Kochar Infotech pvt. ltd, Kolkata)

As a quality analyst i have listen to calls in three ways: recorded, live and side by side while

communicating feedback to encourage good ones and discourage the bad ones. Quality analyst

works in a continuous process of evaluating calls and providing feedbacks enhancing quality of

the calls.

Monitoring isn't all about spotting problems and dealing with them. Its also about identifying and

implying important positive messages. Call quality monitoring is very vital for any contact

center. Its main purpose is to identify the calls failing to meet predefined standards and get the

root cause of why.

I have initially informed decisions to make the process better, faster and quicker, implement or

refine agent training and coaching initiatives to bridge skills gaps, correct broken internal

process, improve workforce, scheduling or perhaps alert other areas of organization that are

having an impact.

I have to deepcheck in a regular basis and arrange quality session two times in a week and also

given pre or post briefing. Attend all Calibration with Client and resolve all types of client

escalation.

JOB RESPONSIBILITY (Senior Executive Operation, Kochar Infotech pvt. ltd, Kolkata)

Handle Customer’s issue with given 100% customer satisfaction.

Handel Escalation calls of the customer.

Achieved good quality score and also maintain AHT and Login Hours.

JOB RESPONSIBILITY (Executive Operation, IBM DAKSH, Kolkata)

Handle Customer’s issue and responsible for 100% customer satisfaction.

Help the new joiners in handling the issues in a proper way.

Suggest and implement new ideas to streamline the process.

Responsible for own performance.

ACHIEVEMENT

Has been the best performer in delivering the quality performance.

Best member of the team as far as discipline and quality is being concerned.

Education Qualification:

H.S.C from B. S. E (Orissa) In the Year 2000.

CHSE from K.B.V.M.Sc College (Orissa) In the Year 2002.

B.Sc from K.B.V.M.Sc College (Orissa) in the Year 2007.

Technical Qualification:

DIPLOMA IN SOFTWARE TECHNOLOGY (Orissa)

Computer Skills:

Operating System : Window 98/ XP/2000.

Software : MS Office 2003.

Hobby:

Listening light music, making new friends.

Strength:

Pleasing personality, willing to perform confidently and honestly.

Capability of working under pressure.

Ability to deal with people, Fast learner.

Personal Details:

: 15th June 1984

Date of Birth

Father’s Name : Mr. Prahalad Dakua

Nationality : Indian

Languages Known: English, Hindi & Oriya.

Gender : Male

Martial Status : Single

Religion : Hindu

Declarations:

I hereby declare that all the above given information is true to the best of my

Knowledge.

Date :

Place : Tukuna Dakua

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