OBJECTIVE
A highly motivated and ambitious individual able to give timely and accurate advice, guidance, support and training to team members and individuals. Possessing excellent management skills and having the ability to work with the minimum of supervision whilst leading a team of twelve or more. Having a proven ability to lead by example, consistently hit targets, improve best practices and organise time efficiently.
Now looking forward to a making a significant contribution as a team leader with a company that offers a genuine opportunity for progression.
WORK EXPERIENCE
January 2013 – Till date: STYXL E-RETAIL LLP
Designation: Founder and CEO
STYXL E-RETAIL LLP was founded in the year 2013 with an aim to bring E-Commerce to Kolkatta and the North Eastern Region
My job responsibilities included:
oCo Found the organization
oHIring
oProduct Development
oClient Interaction
oVendor Management
oMarketing
June 2011 – November 2012: Dell International Services India Pvt Ltd.
Designation: Technical Support Supervisor
My job responsibilities included:
oEnsuring that staff are motivated, monitored and measured in line with company targets and performance standards.
oResponsible for making sure that any gaps in performance or quality are quickly identified and addressed.
oProducing accurate reports on team performance for senior managers.
oDuties: Preparing daily workloads for staff & co-ordinating the daily allocation of work.
oMotivating the team to achieve high standards and KPI targets.
oHandling new client enquiries and acting as the face of the business.
oDealing with and resolving problems and issues which arise.
oWorking with the sales and marketing team to drive sales forward.
oMentoring and training up junior and new staff.
oMonitoring & reporting on standards & performance targets.
oArranging & chairing daily/weekly team meetings, focussing on targets & achievements.
oImplementing new initiatives.
oInvolved in the recruitment of new staff.
oPraise team members and creates a positive working environment.
oEnsuring all administrative and IT records are entered and updated correctly.
oProviding prompt and accurate information on individual performance.
April 2008 – June 2011: Technical Support Coach II – Dell International Services
November 2005 – April 2008: Technical Support Coach – Dell International Services
My job responsibilities included:
oProvide second-level technical support on basic operational or maintenance of computers and /or peripherals using documented procedures and available tools.
oGuide L1 technical support rep's troubleshooting efforts to identify products that are defective and direct in issuing service calls in accordance with guidelines.
oRemain knowledgeable of Dell's procedural guidelines and technological updates for issuing service and handling technical escalations.
oArrange coaching and mentoring sessions based on needs analysis for adherence improvements.
oPublish various reports to the team and also to the floor. Arrange and participate in huddles to analyze team performance and improve business goals.
oParticipate in site-level conference calls to discuss and drive metrics on floor.
August 2002 – November 2005: Dell International Services – Tech Support Agent:
oWireless Specialist – US CTS Tech Support - Assisted the Portable Queue in the concept of wireless. Trained Portables department in the wireless networking concepts.
oCBT to a Wireless team – US CTS Tech Support - actively involved in the team performance improvement program. Coached and mentored techs and shared best practices and have provided training both on technical and customer handling skills.
oWireless Tech – US CTS Tech Support - Responsible for troubleshooting Wireless networking hardware on computers.
oDesktop Tech – US CTS Tech Support - Responsible for troubleshooting the hardware issues on Dimension computers.
KEY SKILLS AND COMPETENCIES
oProven ability to manage through others.
oStrong decision making and problem solving skills.
oAble to motivate and lead others in a team environment.
oExcellent communication skills, both written and verbal.
oAn ability to build rapport and trust quickly with work colleagues.
oAble to prioritise tasks and workloads in order of importance.
oTrack record of delivering results with deadlines.
AWARDS AND ACHIEVEMENTS
Dell International Services India Pvt Ltd.
oOntrac Star Certification Program for Team Leaders – March 2012
oDell Bronze Award for exceptional achievements – Q4 FY2012
oBest Team Manager – Q4 FY2012
oBest TSS – Q2 FY2009
oEthics Awareness Champion – May 2009
oBest TSS – Q3 FY2008
oBest TSS – Q2 FY2008
oEthics Awareness Champion – October 2007
oDell Smartstep – October 2005
oBest Tech Support Agent – Multiple times
oMultiple Appreciation mails from Dell Customers and Area Managers
TECHNICAL SKILLS
Desktops
Dell Dimension/Inspiron/Vostro/Optiplex
Laptops
Dell Studio/Inspiron/Vostro/Latitude
Networking
Dell Wireless Networking products
Operating Systems
Windows – All versions
Linux – Basic knowledge
EDUCATIONAL QUALIFICATIONS
oBachelor of Computer Application – EIILM University
oHigher Secondary (12th) – Higher Secondary Council of West Bengal
oMatriculation (10th) – West Bengal Board of Secondary Examination
CERTIFICATIONS
Dell Certified System Expert
Star Certification Program by Ontrac for Team Leaders – March 2012
Project Management Essentials – June 2008
Advenced Data Analysis in Excel 2003 – June 2008
Essential Skills for Tomorrow’s Managers – July 2008
LANGUAGES
English, Hindi, Bengali, Kannada
BEHAVIOURAL SKILLS
Strong people and group management skills.
Good facilitation skills.
Good coaching skills.
Excellent focus on customer satisfaction and client needs.
Ability to innovate so that learning is an enriching experience
Assertive and self driven
Good interpersonal skills and ability
Result oriented
HOBBIES
Travelling, Music, Movies, Photography, Rifle Shooting
State/Inter-state/Pre-national level medal winner in Rifle Shooting.
Participated in National Shooting Championship Competition – 1994
Was a part of Junior National Shooting camp