DEEPANWITA BASAK MUKHERJEE

Address:**/*,********* ***** ****.

Kolkata-700085

?983*******/ 896*******

Email : acn08t@r.postjobfree.com

CAREER OBJECTIVE:

Over the past 7 years, I've garnered substantial knowledge and experience

in one of the most important departments of any large company that

maintains direct relationship with its clients and customers - Customer

Service and thus created a legacy and niche for myself. I am a staunch

believer in the power of knowledge with a desire to work with high level of

sincerity and hard work to achieve self-marked goals.

EDUCATIONAL QUALIFICATION:

. Madhyamik from Loreto Day School Bowbazar

. Higher Secondary from Loreto Day School Bowbazar

. B.A. Hons from Gokhale Memorial College

STRENGTH:

. Good Communication Skill.

. People Management

. Handling Pressure With Confidence

. Managing data works

EXPERIENCE:

. 3 yrs of experience in Voice Support HP as a SME (Subject Matter

Expert) & QUALITY ANALYST (Technical process HP) in WIPRO KOLKATA.

. 1 yr experience in REBI as a Customer Relationship Manager

. 3 yrs experience in Xplore Tech Services as a Quality Analyst

JOB PROFILE:

As a LEVEL 2 for the HP Process, my responsibilities :-

. Training new associates on the floor regarding different products &

process.

. Taking escalations for different customer & solving their problems.

. Also keeping check on all the data of the associates and check that no

non compliance is been done and everything is working properly.

. Auditing calls & providing feedback to the agents for improvement.

. Support includes helping Associates on installation of drivers on

network and usb as well as connection for laptop and desktop.

. Installation of various patches and software updates for various

operating system versions of Windows like XP, Vista, 7 etc to allow

installation by avoiding errors and help in various scanning scenario.

As a QUALITY ANALYST my responsibilities :-

. Analyzing and auditing the qualities of calls taken by Agents in

Operations as per the parameters laid down by Client (AT&T)

. Providing thorough feedback to Agents and their Supervisors regarding

the qualities of calls.

. Providing coaching to the under-performing Agents so that they can

enhance their product-related and CRM-related knowledge and hone up

communication skills in order to attain quality parameters.

. Downloading calls and distribution of calls to other Quality Analysts.

. Compiling daily reports of Quality Audits.

. Uploading calls and audit reports in FTP.

. Imparting training to new Quality Analysts.

. Explaining quality parameters to new joiners in Operations Team.

. Conducting weekly calibration with Client (AT&T)

PERSONAL PROFILE :

Name: DEEPANWITA BASAK MUKHERJEE

Date of Birth: 17th January 1986

Father's Name: Pratik Kumar Mukherjee

Marital Status: Married

Communication Language: English, Hindi & Bengali

Nationality: Indian

Caste: Brahmin

Religion: Hinduism

Hobbies: Listening to music, reading & making friends

DECLARATION

I hereby declare that the information furnished above is true to the best

my knowledge and belief.

Date:

Place:

Signature

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